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MAILAUTHCRED - Invalid Username or Password

Fix this error by updating the email credentials in ServiceOps to match what the mail server expects.

MAILAUTHCRED appears when ServiceOps cannot authenticate with the mail server because the username or password is wrong. This error affects any incoming or outgoing server configured with Basic Authentication. Use this page to update the credentials and restore email delivery.

Error CodeMAILAUTHCRED
Error MessageAuthentication failed. The username or password is incorrect or may have changed.
SeverityHigh
AffectsIncoming and Outgoing Email Servers (Basic Auth)

Symptoms​

Look for these signs to confirm this error is active.

  • The mail server actively rejects the login attempt with an authentication failure.
  • Email sync or sending stops working for a previously functioning mailbox.

Root Cause​

One of these conditions caused the authentication failure.

  • The username or password in the configuration was rejected by the mail server.
  • The password may have changed recently, or the account requires an App Password.

Resolution​

Follow these steps to update the credentials and restore email access.

  1. Navigate to Admin > Support Channel > Emails and open the affected server.
  2. Update the Username and Password fields with the correct, current credentials.
  3. For Gmail accounts, generate an App Password from your Google Account security settings and use that instead of the regular account password.
Related FAQs

See Email Server FAQs for: "Why is the incoming email server not fetching any emails?" and "Why are outgoing emails failing with an authentication error?"