Included below are some of the most frequently asked questions customers have regarding the connection between their email accounts and Canopy. For more information, refer to the Connect an Email Account to Canopy and Sync to Canopy Calendar articles.
I need help troubleshooting my custom IMAP email connection
If you experience difficulties connecting a custom IMAP email server to Canopy or your MS Exchange server, there are a few troubleshooting steps/tips you can perform:
IMAP server names (hostname) typically begin with ‘imap’ e.g. imap.canopytax.com.
This isn’t always the case, but it’s fairly common.
SMTP server names (hostname) typically begin with ‘smtp’ e.g. smtp.canopytax.com.
This isn’t always the case, but it’s fairly common.
If your IMAP server is secure the port number is 993.
If your server isn’t encrypted or doesn’t have SSL enabled, you’ll need to use port 143.
If your SMTP server is secure the port number is 465.
If your server isn’t encrypted or doesn’t have SSL enabled, you’ll need to use port 587 or 25.
Be sure to try both ports if the first one you try doesn’t work.
I need help troubleshooting my Exchange email connection
If two-factor authentication is enabled on your Exchange account you’ll need to generate an app-specific password in your Exchange settings.
You’ll then use that app-specific password as your email password in Canopy.
Make sure mobile device provisioning is enabled and the ActiveSync connections are allowed.
If you get an invalid username and password error, but are positive you entered it correctly, Autodiscovery might be trying to log into the wrong server.
You’ll need to expand the Advanced Settings section and enter your Exchange username and exact server address.
This will bypass Autodiscovery and connect directly to your server.
If your server is behind a VPN, or firewall, or has other strict MDM policies in place, you might not be able to connect your email account to Canopy.
I am getting 'Unverified App' warnings from Google about Canopy
Google has recently updated security requirements for all third-party apps that enable a sync with Gmail. With these updated requirements, Canopy is doing everything possible to maintain a convenient sync between Gmail and Canopy. If you receive an email or warning from Google of any kind classifying Canopy as an "Unverified App", be aware of the following:
Canopy's sync with Gmail is completely secure.
The team at Canopy is already diligently at work to comply with all security standards and is currently waiting for Google's final validation in this process.
In the event of a sync outage:
Continue using your tools within Google.
No emails or calendar events previously entered into Canopy will be lost.
Canopy's sync with Google will be temporarily paused.
What happens to an email in Canopy if delete the email from my Gmail, Outlook, or other synced email account?
What happens to an email in Canopy if I delete the email from my Gmail, Outlook, or other synced email account?
When you delete an email from your synced email account, it moves to the Deleted tab in your Canopy Inbox. To view it, click the Inbox dropdown and select Deleted.
From the Deleted tab, you can select emails to move them back to your Inbox or mark them as read or unread.
What about the Communications tab in the Client Record?
Emails in the Communications tab are tied to the connected email address. Note the following:
Only the primary contact and spouse contact email addresses are guaranteed to pull into the Communications tab.
If you remove an email connection, those emails will no longer appear in the Communications tab..
Click the Inbox dropdown menu and scroll down to select the Deleted tab to view deleted emails.
In the Deleted Emails tab, you can select deleted emails to move them back to the Inbox or mark them as read or unread.
To remove an email from the Communication tab, click the Remove Email icon in the upper right corner.
