Customer Forum

Password not saving - Use authentication for email

Gregory Posted: 2017-10-03 20:11

Password not saving - when trying to create email address that uses authentication for email

Sam (Workbooks Online) Posted: Thu, 05.10.2017 - 08:21

Hi Gregory,

When you enter your password in Email settings and save the form, the password is saved and the field is set to blank value as a way of providing additional security for email passwords.

If however, you have entered your SMTP details, username and password correctly your emails will send through Workbooks.

However, if you are receiving errors on your email I would recommend reviewing our page of Common Email Errors, or if you can provide us more details on the SMTP error we will be happy to look into this for you.

Kind Regards,


Gregory Posted: Sat, 07.10.2017 - 01:49

Below is the error message I received.

This email could not be sent due to error 'Net::SMTPAuthenticationError: 535-5.7.8 Username and Password not accepted. Learn more at.Additional SMTP errors: 535 5.7.8 133sm3273997wmu.4 - gsmtp'. Please check your email preferences, and that your configured email server is able to accept email messages from Workbooks. Details of the problem have been logged under reference: 979992-25581-76073

Sam (Workbooks Online) Posted: Mon, 09.10.2017 - 13:28

Hi Gregory,

Thank you for sending this additional information through.

I have looked through the error log and it is giving me the same errors that your SMTP is incorrectly configured.

I would recommend referring to our Knowledge Base Page on Common Email Errors that has a section specific to using GMail. Generally speaking SMTP errors indicate that there is an issue in how the Email Account has been set up, this may be how it is connecting to the SMTP server, or an issue with the Username & Password.

It may also be worthwhile deleting the Email Account and creating it from scratch ensuring that you have set up the SMTP, Usernam & Password correctly in Workbooks and have accepted the ability to use "less secure" apps within Google.

If this fails let me know and we can investigate further.

Look forward to hearing from you.

Kind regards,


Gregory Posted: Mon, 09.10.2017 - 19:40


Deleting and recreating the email account solved the problem.

Thank you!

Sam (Workbooks Online) Posted: Tue, 10.10.2017 - 19:29

Hi Gregory,

Happy to help, glad we were able to get it sorted.

Please let us know if there is anything else we can help with.

Kind Regards,