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Troubleshooting Password Issues for Mac Mail and iOS Devices


If you have verified that your SMTP Server and Port settings are accurate, and you still encounter issues or errors on your iOS device, this can typically be fixed by re-authenticating the Outgoing Server.

iOS Mobile Device

  1. Go to your iPhone settings
  2. Tap on Passwords & Accounts
  3. Tap on the email account in concern.
  4. Select SMTP in the Outgoing Mail Server field. 
  5. Tap on the first result in the list of the PRIMARY SERVER (it should say "On") 
  6. The User Name field must list the full email address for this account.
  7. Re-enter your password in the Password field.
  8. Click Done on the top right section of the screen. 

Important:  In order to resolve this issue, it is mandatory to retype the password in the Password field, even if there is already a password present. Once you have re-entered the password for your outgoing mail settings, you should be able to send emails from your device without any issues.

Mac Mail

If you encounter an error that says “it can't connect to your email account” to your Mac Mail and keeps on asking about your password, you must consider checking these:

  1. Make sure that you are using the correct password.
  2. Aside from entering the password in the prompts, you can manually type it in the email settings.
  3. Manually enter your password in the Mail preferences for the SMTP server along with your incoming server.
  4. Go to Mail preferences
  5. Click on Accounts, then select the affected email account from the list. 
  6. Update your password in the Password field from the Server Settings tab. 
  7. In the Outgoing Mail Server (SMTP) menu, select "Edit SMTP Server List…" 
  8. Choose the SMTP server you are using with your account.
  9. Re-enter your password in the tab.
  10. Click the ok button once done.  

Old passwords are usually saved in the Keychain. Check these steps on how to clear the previously-cached password:

  1. Go to Applications.
  2. Select the Utilities.
  3. Click on the Keychain Access.
  4. Search for your account (usually your email) or the server used. 
  5. Double click on the entry and check the checkbox in front of Show Password. 
  6. Verify that it's the new password that is stored there. 

When you try to use the password(s) stored in the login Keychain in Mac, and when those are failed, it will prompt the user to enter the new password.

Passwords are usually saved in your Mac's Keychain app. Make sure you always keep your Keychain up to date.

  1. Enter the Keychain Access app.
  2. Look for your email account to find the keychain entries used for accessing your Mail.
  3. Choose the relevant ones and erase them.
  4. Go back to Mail, enter your password when asked, and select the option to save it.

If you need further assistance, feel free to contact us via Chat or Phone:

  • Chat Support - While on our website, you should see a CHAT bubble in the bottom right-hand corner of the page. Click anywhere on the bubble to begin a chat session.
  • Phone Support -
    • US: 888-401-4678
    • International: +1 801-765-9400

You may also refer to our Knowledge Base articles to help answer common questions and guide you through various setup, configuration, and troubleshooting steps.

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