email not working

Camsbookkeeper
Camsbookkeeper Member Posts: 7 Novice Member Novice Member
edited February 2022 in Reckon Accounts (Desktop)

I have tried to email invoices out to customers and an error keeps coming up. We have had no changes to our programme - please help. The category I chose is wrong. it should be Reckon Accounts Desktop but there wasn't an option for this category

Comments

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,593 Reckon Community Manager Community Manager

    Hi @Camsbookkeeper

    What is the specific error message that is appearing? Can you post a screenshot here.

    Is this occurring to all customers you're trying to email or just a specific one?

    (Reckon Accounts Desktop category is the one called 'Accounts Business Range', I've moved your post over to it)

  • Camsbookkeeper
    Camsbookkeeper Member Posts: 7 Novice Member Novice Member

    The message is:

    Thank you Rav.

    Invalid Email Details

    Either your Email address or Password is incorrect. If your Email address is incorrect please edit it in your Send Forms Preferences

  • Camsbookkeeper
    Camsbookkeeper Member Posts: 7 Novice Member Novice Member

    I've tried to send a dummy invoice to my own email and that didn't work either.

  • Kris_Williams
    Kris_Williams Member Posts: 3,768 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    Your email is working ok, independently of Reckon?

  • Camsbookkeeper
    Camsbookkeeper Member Posts: 7 Novice Member Novice Member

    Yes Kris, it is working independently of Reckon.

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,593 Reckon Community Manager Community Manager

    Thanks for getting back to us @Camsbookkeeper

    Just one other question, is your email account a Hotmail or Live email address?

  • Camsbookkeeper
    Camsbookkeeper Member Posts: 7 Novice Member Novice Member

    It is a gmail account

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,593 Reckon Community Manager Community Manager

    Ok thanks, when you attempted to send the dummy invoice are you being presented the email setting window (screenshot example below). If so, re-enter your email account password.

    Do you have your email preference settings set to the Gmail option (screenshot below) or have you manually entered it using the 'Other' option?

    image.png


    If this window is not appearing for you go to Edit ➡️ Preferences ➡️ Send Forms ➡️ Remove your email account details from here (you can do so by clicking the 'Default' button or switching the Email Provider type to a different one) and save it. ➡️ Go back in and enter your email provider details (use the Gmail option) ➡️ Test by sending another dummy invoice


    image.png


  • Camsbookkeeper
    Camsbookkeeper Member Posts: 7 Novice Member Novice Member

    No.. tried all of the above. Hasn't worked.

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,593 Reckon Community Manager Community Manager

    Hmm ok strange. Let me have a chat with our tech support team about this one and I'll get back to you shortly.

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,593 Reckon Community Manager Community Manager

    Ok @Camsbookkeeper

    Can you please check out and follow the steps in the help guide linked below. The tech team have tested it after replicating the error message you're receiving and performing the steps listed resolved it for them -

    https://help.reckon.com/article/jpoj2bjz88-kba-5379-g-mail-block-emails-from-reckon-accounts-business


  • Camsbookkeeper
    Camsbookkeeper Member Posts: 7 Novice Member Novice Member

    Thank you so much for your help. It appears that gmail had an upgrade and the settings changed. All fixed now.

  • Zappy
    Zappy Accredited Partner Posts: 5,280 Accredited Partner Accredited Partner

    Gmail hasn't changed in decades. Are you sure you had the right email servers and ports?

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