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Lost connection with the email account. Email account connection issue.
Lost connection with the email account. Email account connection issue.

Problem connecting to your e-mail account. All Campaigns are paused.

Jelena avatar
Written by Jelena
Updated over a week ago

If you tried to log in to your Autoklose account and noticed this red banner, I’m sure you’re not sure what happened and why.

So far you’ve probably learned that the Autoklose system sends emails from your own email server.

To accomplish this, every user needs to connect the email address that’s going to be used for sending from Autoklose.

By doing this, you are giving the Autoklose system permission to send emails on your behalf.

Those permissions are granted with two mechanisms called Access and Refresh Tokens.

This is especially important if you are connecting with Gmail or Office 365 natively.

What Are Access and Refresh Tokens?

Access Tokens are used in token-based authentication to allow an application to access an API. The application receives an Access Token after a user successfully authenticates and authorizes access, then passes the Access Token as a credential when it calls the target API.

A Refresh Token is a special kind of token used to obtain a renewed Access Token.

Refresh tokens improve the authentication experience significantly. The user has to authenticate once, through the web authentication process and every subsequent re-authentication can take place without any user interaction, using the Refresh Token.

Unfortunately, both Access and Refresh Tokens have a limited lifetime.

The access tokens may last anywhere from the current application session to a couple of weeks. When the access token expires, the application will be forced to make the user sign in again.

This will also happen if the user changes the logging credentials for the email account because that will make the Tokens invalid and revoke granted access.

What Does This Mean for Your Autoklose account?

This simply means that when any of the above scenarios happen, you should reconnect sending email account with a connection issue in Autoklose.
E-mail Settings page will let you know which email connection has issues.

If you need help with that, the steps for reconnecting the email account are explained in the following article:

Autoklose will send email notifications after one, three, and seven days of the first connection error. The last email will indicate that 48 hours after that notification Autoklose will no longer check that email account and try to send/read from it.

Of course, re-connection of the email account will resolve the issue, and send/read process will resume.

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