"Your connection was unsuccessful" Unfortunately JIRA coudn't connect to the mail server. Here is w

[Cristina Roldán]

Hi everyone,

I'm trying to configure a custom email address on my Jira Service Desk project but, although the Gmail credentials are correct (I've checked it a thousand times), and error is displayed:

"Your connection was unsuccessful"

Unfortunately JIRA coudn't connect to the mail server. Here is what the mail server said:[AUTHENTICATIONFAILED]Invalid credentials [Failure]

I supposed the solution should be very easy, because it seems to be related only putting the right Gmail credentials but in my case is not working.

Could anyone help me with this?

Thank you very much

[Angélica Luz]

Hello @Cristina Roldán,

Welcome to Atlassian Community!

When this error message appears, even if the password is correct, it's important to change the password and try again. 

The email address used in Service Desk must be exclusive and not used by other users, so changing the password it's a good option to make sure everyone that has access to the address will be logged out. 

Also, if the account uses two-step verification, you need to use an app password.

For more details, please check the documentation below:

• Add a custom email account

Regards,
Angélica

[Cristina Roldán]

Thanks Angelica!!

[Martin Bayer _MoroSystems_ s_r_o__]

@Cristina Roldán I was connecting Gmail on server version multiple times. I remember I could not use my account's password as Password but some token. Did you check knowledgebase article https://confluence.atlassian.com/cloudkb/configure-gmail-imap-mail-servers-with-multi-factor-authentication-in-jira-965552856.html?

[Cristina Roldán]

Thanks a lot Martin!