Guides & TutorialsSupport Tools TroubleshootingTroubleshooting a Logon failure: unknown user name or bad password Error

Troubleshooting a Logon failure: unknown user name or bad password Error

Admins may encounter the following error when configuring support department mail importing via POP or as a notification email:

Logon failure: unknown user name or bad password

Cause

Usually, this error is due to one of the following causes:

  • An invalid username or password in the support department mail importing configuration.
  • Using an authentication method that your POP mailbox does not support.

If you receive a message about less secure apps, modern authentication, or OAuth from Google® or Microsoft®, see the Unsupported Authentication Method section below.

Solutions

Invalid Username or Password

To resolve this issue, ensure that WHMCS has the current login credentials for your mailbox:

  1. Click Edit at Configuration > System Settings > Support Departments.
  2. Update Email Address and Email Pass in the Mail Importing Configuration section.
  3. Click Save Changes.

With valid login credentials, the system can access the mailbox and import emails into the support ticket system.

Unsupported Authentication Method

Some email providers are phasing out the use of password for authentication to their email services, notably Google and Microsoft.

Google Email Users

To resolve this issue as a Google users, see Setting Up POP3 Importing with OAuth via Google.

Microsoft Email Users

If you are a Microsoft user (for example, Office365 and Exchange Online), continue to use basic password authentication for POP until October 2022 per Microsoft's announcement.

However, you may be experiencing one of the following scenarios:

  • Someone at Microsoft or your Exchange administrators may have disabled basic password authentication  for POP or IMAP early. For steps to continue using basic password authentication, see Microsoft Exchange's Documentation.
  • Microsoft may have unilaterally disabled basic password authentication for your mailbox temporarily. For steps to resolve the error, see Self-Service Re-Enablement instructions.

If you are unable to use basic password authentication for POP with your Microsoft Exchange service, a potential workaround is to forward emails to a regular mailbox that supports username-and-password authentication for POP and then have WHMCS import it from there.

To update the POP or IMAP import mailbox settings in WHMCS:

  1. Click Edit at to Configuration > System Settings > Support Departments.
  2. Update Email Address and Email Pass in the Mail Importing Configuration section.
  3. Click Save Changes.

We will add modern authentication for Microsoft email services to WHMCS in Q3 2022. To track updates, subscribe to this feature request.

Other Email Users

If you are unable to use basic password authentication for POP with your email provider, a potential workaround is to forward emails to a regular mailbox that supports username-and-password authentication for POP and then have WHMCS import it from there.

To update the POP or IMAP import mailbox settings in WHMCS:

  1. Click Edit at to Configuration > System Settings > Support Departments.
  2. Update Email Address and Email Pass in the Mail Importing Configuration section.
  3. Click Save Changes.

With valid login credentials, the system can access the mailbox and import emails into the support ticket system.