Troubleshoot webmail and IMAP login failures
Most login failures come from a short list of causes: the wrong credential type, a revoked app password, a second factor that is out of step, an expired webmail session, or a client that keeps retrying a stale password. Work through the checks below in order, and stop retrying as soon as the same failure repeats.
Check the basics first
- Use your full email address as the username, for IMAP and SMTP alike.
- Confirm the server names: imap.itpromail.com and smtp.itpromail.com.
- Use TLS. IMAP runs on port 993, and SMTP on port 465 (TLS) or 587 (STARTTLS). A client set to plaintext, or to the wrong port, fails even with correct credentials.
Common causes
| Symptom | Likely cause | Fix |
|---|---|---|
| Authentication fails in a mail client | The login password was used instead of an app password | Create an app password and use it in the client. See app passwords. |
| A client that worked has stopped | The app password was revoked or removed | Create a new app password and update the client. |
| Webmail rejects a correct password | The second factor is missing or out of step | Enter the current code, and check the device clock. See the TOTP guide and the FIDO2 guide. |
| Logged out of webmail | The session expired or was revoked | Webmail sessions last 30 days unless revoked. Sign in again. |
| Logins fail for a while, then stop | A temporary block after repeated failures | Stop retrying and wait. Fix saved passwords in clients first. |
Two-factor problems
TOTP codes depend on the current time. If codes are always rejected, check that the phone or computer running the authenticator app has automatic time sync turned on. A drifting clock is a frequent cause. If you have lost the device, use a recovery code or your second key, as described in account recovery.
Stale passwords in clients
A mail client with an old saved password keeps trying it in the background. Repeated failed attempts can trigger a temporary block, which then looks like a general login failure. Update or remove the saved credential on every device before you test again. If several clients fail at the same time, check for a stale saved password before anything else.
Lockouts
After repeated failed attempts, logins can be blocked for a period. The fix is to wait and to remove the bad credentials. Do not keep testing new passwords during a block. If the block continues after you have corrected your clients, contact support.
What to send to support
Write to support@itpromail.com with the client name and version, the exact error text, the approximate time with its time zone, and which of the checks above you have run. Never include your password, app passwords, recovery codes or one-time codes, and do not include them in screenshots. If you think the failures are a security event, write to security@itpromail.com instead.
For how app passwords and sessions are managed, see app passwords, and for a broader list of steps, see the security checklist.