Email server configuration

Overview

You can configure your own mail server to handle ingoing and outgoing Appulate email messages. 

We recommend using your own mail server for handling Appulate mail. Your company's Admin can configure this in the Settings. For maximum efficiency, we recommend you use your Office 365 account.

If you use Appulate’s default configuration, your email messages might be unrecognized and marked as spam by automatic filters because the domain part of your email address (for example, @mail.com) and that of Appulate’s (@appulate.com) do not match.

How to configure

To configure your mail server:

1. Log in to Appulate under an Admin account. You can check whether you are an Admin in your profile.

2. Click Settings in the Setup menu.

3. Find the Mail server setting under General Settings, select the Use my mail server checkbox, and then click Configure.

Mail server setting

4. In the Use Custom Mail Services dialog, select Office 365 account, SMTP Server, or MS Exchange depending on which mail server you use.

Office 365 account

Current Microsoft protocol only supports authorization for business accounts.

If you are opting to use your Office 365 account, click Give access to your Office 365 account.

Log in to your account in the window that opens. After you have given the permission, Access provided will be displayed in Appulate. Click Save to apply the changes.

You can send a test email to check the configuration.

Providing access to your Office 365 account is required to proceed. If you don't complete the authorization process, a message will appear: "You need to grant access to your Office 365 account". The Save button will be inactive. 

To remove Appulate's access to your Office 365 account, click Remove access.

giving access to office 365 account

All company users can give access to their Office 365 account on their profile page. To open it, click your name at the top of any Appulate page. You can also select My Profile in the Setup menu.

office 365 account on the profile page

SMTP Server and MS Exchange

If you are opting for SMTP Server or MS Exchange, enter a Server name and port or Service URL under Company settings, and your credentials under Personal settings (optional).

Click Test account settings to verify your connection settings, and click Save to apply them. After you have configured your mail server, your company users will send email messages from their addresses.

smtp server and ms exchange

How to modify

Any user of your company can modify their mail credentials:

  • In the Send Email window, click the pen icon next to the sender box and enter a Username and Password in the open Use Custom Mail Server dialog.
  • On the My Profile or User Profile page, enter a Username and Password under SMTP Server Credentials or MS Exchange Credential.
  • If you are using your Office 365 account, click Remove access in the My Profile page's Office 365 account section. Then, click Give access to your Office 365 account and log in using the appropriate account.

My Profile page

Mail server configuration problems

You might encounter some problems while configuring the mail server. Here's how to solve the most frequent ones:

Basic authentication disabled

Starting from October 2022, you may have encountered some problems while sending emails from Appulate if you are using an Office 365 account.

These problems are caused by Microsoft turning off basic authentication.

There are two possible solutions:

1. You can temporarily (until the end of the year) turn basic authentication back on. Microsoft has a guide on implementing this solution.

Basic authentication should be turned on for each protocol separately. If you are using MS Exchange for mail, you need to turn on basic authentication for it specifically.

2. Recommended: If you don't want to turn on basic authentication, you can use Microsoft's application password features. To do this, enable two-factor authentication for your account. Then, follow this Microsoft guide to create an application password you will use for Appulate instead of your current account password.

Important: If you have a company account, you need to ask your company administrator to set up two-factor authentication and app password features for you. They can use this guide.

OAuth token expired

If you are using an Office365 account (OAuth), mail configuration errors might occur when your token expires.

To solve this problem, just relog in:

1. Go to your profile (Setup > My Profile or click your name at the top of any Appulate page);

2. In the Office 365 account section, click Remove access;

3. Click Give access to your Office 365 account and complete the OAuth again.

This will update your OAuth token.

Private account selected

If you have selected a private account during Office 365 authorization, an error will occur. This is because the current Microsoft protocol only supports authorization for business accounts.

To solve this problem, just restart the authorization using a business account.

IP-related problems

Your server security settings might only allow mail from specific IP addresses. In this case, just safelist Appulate's IP.

Relay access denied

In some cases of failed server identification, you might get the error "Mailbox unavailable. The server response was: 5.7.64 TenantAttribution; Relay Access Denied [BN7NAM10FT062.eop-nam10.prod.protection.outlook.com]".

This Microsoft article offers some solutions to this problem.

Sending emails from Appulate on behalf of your domain

If sending emails from Appulate on behalf of your domain isn't working, you need to update your domain record.

Just add the following SPF record at your domain provider: v=spf1 ip4:72.34.244.230.