Overview

When attempting to email from Accentis, users may receive an error message saying:

Incorrect SMTP username or password

Please ensure that the SMTP username and password have been entered correctly for your Accentis user.

If this is the case, you will need to verify that the user's SMTP settings and the database’s email configuration are correct.

Preliminary checks

• Can anyone else email out of Accentis?
  • This will help us determine if it is a system-wide issue.
• Is this a new user? Have they ever been able to email from Accentis Enterprise?
  • This allows us to determine if their initial setup may have been incorrect.
• Have their SMTP credentials changed recently?
  • Their password may have changed without them knowing.
• Have there been any recent changes to email system preferences?
  • Recent configuration changes can cause unexpected issues.
• Can the same user email from different reports or forms?
  • This helps us determine if it is related to a specific report that is being attached.

What are the causes?

SMTP username or password is incorrect

The first step is to obtain the users SMTP username and password from your IT support to confirm that the SMTP credentials set in the Users form are correct.

1. Contact your IT support and request that they send the user’s SMTP username and password in plaintext format.
2. Navigate to the user’s profile on the Users form and select Edit.
3. Copy and paste the username and password directly into the SMTP username and SMTP password fields.
   1. It is important to copy and paste instead of typing them manually. This eliminates the possibility of mistyping.
4. Select Update to save your changes.
5. Ensure the user exists Accentis Enterprise by File > Exit and logs back in before attempting to email again.

SMTP password is invalid

If the error persists after ensuring the password being entered into Accentis is correct, request that your IT support reset the user’s password to a simple test password. This ensures that there are no special characters causing any issues.

Once the password has been reset by your IT support, enter the new password following the steps outlined above.

Microsoft 365 permissions are disabled

If using Microsoft 365, SMTP authentication can be disabled for specific mailboxes. Check your Microsoft 365 settings and confirm that the user has SMTP enabled.

For details on how to do this, please see Enable or disable SMTP AUTH in Exchange Online | Microsoft Learn.

Email / Faxing system preferences are incorrect

If all users are unable to email, then emailing may be configured incorrectly for your database.

To check this, you’ll need to navigate to the System > Emailing / Faxing tab in your system preferences and check the following fields are set correctly:

• Enable direct emails from Accentis Enterprise
• SMTP Server
• Use .NET Emailer
• Requires encryption (TLS / SSL)

Did you find this article helpful?

If this article is missing information, ambiguous or didn’t give you clear instructions, let us know and we will make it better! Please email us and quote the KB# in the top right of this article to let us know why it didn’t help you out and we will point you in the direction of additional information.

Last edit: 07/10/2026