Spark

3.6. Cannot Set Up a Custom Email Address

When you add an account to Spark, you may not see your email provider on the list. You can add a custom email address manually. To make sure it connects successfully, please follow the steps below.

1. Check the settings of your email server

Make sure your email server meets the following requirements:

  • It supports IMAP protocol — Spark works with IMAP accounts and doesn’t support POP3 protocol.
  • It supports a secure connection — Spark allows only SSL or STARTTLS protection.
  • It successfully performs SMTP authorization — Spark doesn’t set up an account when either the incoming or outgoing connection fails the authentication test.

You can check these settings on the web page of your email server or by contacting your network administrator.

When you add a custom email account, please make sure you submit the needed settings. Launch Spark, tap at the top left, select Add more accounts at the top of the sidebar and choose Set Up Account Manually

Alternatively, you can open Settings > Mail Accounts > Add Account > Set Up Account Manually.



 

Enter your email address and password and tap Open Advanced Settings. This menu allows you to choose ports, email server, and the type of protection for both inbox and outbox servers. Fill out the needed fields and tap Log In at the bottom.

 


If your custom account is the first one you add to Spark, launch the app and tap Skip or Got It on the welcome screen. Enter your email address, tick the checkbox to agree with the Spark Terms of Use and the Privacy Policy and tap Next.

On the next screen, enter your password and tap Open Advanced Settings, fill out the fields, check advanced settings (ports, protection, etc.) and choose Log In.

2. Check the network connection

On your iPhone or iPad, open Settings > Wi-Fi. Here, you can see the network connection status. If you use a cellular network, go to Settings > Cellular and make sure the toggle, Cellular Data, is enabled.

Some organizations enable a firewall to prevent access to certain websites from their networks. Ask the administrator if access to Spark (as the third-party email application) or Google (Spark uses its servers) is allowed.

Alternatively, you can try to connect your account using a different network.

3. Contact our support team

If your account meets all the requirements, but it still fails to connect to Spark, we are happy to help you personally. Our developers will need a test account on your server to help you as soon as possible.

Please set up a test email address (e.g., spark_test@XXX) on your email server or ask your IT administrator to do it. Our developers will use this email address to investigate and fix your issue.

The test account mustn’t contain any personal information. We assure you this account will be used solely for our testing purposes.

To provide our support team with a test account, launch Spark, tap at the top left and go to Settings > Support > Send Feedback.

 

A new email window will appear. In the Subject: line, write “Cannot add a custom IMAP account.” We need this email subject to provide you with a quick, personal reply.

Spark automatically attaches a .zip file with the application logs to this email. They are used only for our investigation. This file may contain sensitive personal data, but we assure you we’ll treat it as confidential information.

In your email, please provide us with more details regarding your issue and let us know the email address of the test account, its password, and advanced settings.

Please note: There is no possibility to access Spark and send us a test account if the email account you can’t connect to Spark is the first account you try to add.

In this case, please add any other email account to Spark at first. Then, try to add your primary account. If it fails to connect, contact our support team as described above.

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