Can't log into email account error message authentication failed

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  • Updated 8 years ago
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tried logging in the normal way keep getting error message authentication failed. Have not been able to read my email since this morning.
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Linda Anderson

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Posted 8 years ago

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Sanja

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Hello Linda,

Can you please let me know if you're trying to log into Yola Mail or a different email service. Can you please share with us your domain URL?
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Linda Anderson

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Yola Mail www.tvglobalenterprisesllc.com. I am very frustrated as I have not been able to log in for over 20 hours. This is my business email and some are saying that the emails being sent are being bounced back. PLEASE HELP!!!!
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Linda Anderson

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Dear Sanja this is the message I am receiving:

:
Remote host said: 554 5.7.1 : Recipient address rejected: user linda@tvglobalenterprisesllc.com does not exist [RCPT_TO]
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Jackie

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Hi Linda,

Thank you for providing us with this information. We have received your email, and our Call Center has made us aware of your conversation with them too.

I am unable to locate a problem on our end, so I have escalated your case to our mail services provider and asked them to investigate. They are usually quite quick and respond within 24 hours, so as soon as I have an update I will let you know.

I'm so sorry for the inconvenience and thank for your patience as we wait on a response.

Jackie
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Linda Anderson

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Hi Jackie: Thanks for your reply. I was informed by Customer Support that the email provider was in fact having problems and that I was not the only one experiencing problems with my email. They were going to get back to me once they were able to discern the email provider's complete resolution of the problem. I hope that if this problem is not rectified that Yola consider transferring it's email account to a different service provide as I have been unable to access my email for over 36 hours at this point in time. I am getting lots of feedback that emails are bouncing back stating my email address does not exist. Please help me to resolve this matter expeditiously.

Thanks Again
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Sanja

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Hello Linda,

I have forwarded this information to Jackie. She will be happy to follow up when she returns. Thanks for your continued patience.
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Linda Anderson

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It has been over 48 hours and my patience is running thin. What is the problem? I am losing business!!!! People cannot email me and I cannot open my email!!!!! Why does it take so long to get a straight answer? Please stop passing the buck!!!! I need an immediate solution now not later NOW!!!!
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Jackie

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Hi Linda,

I can completely understand your frustration, we have received notification from our mail services provider that they have escalated your case to their senior team to resolve. We contacted our mail services provider on the day that you notified us of this problem, and I realize that it sounds like we are passing the buck but it is honestly out of control and we can only wait for them to update us.

I have sent them another urgent chaser as it is not acceptable that your mail is down for this long. As soon as we get an update we will let you immediately.
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Linda Anderson

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Please confirm that I am not the only customer whose email is down. This is what was told to me yesterday. As I stated earlier please have a back up email provider because this is very harmful to your customer base when they paid and can't access their email account. The email account is more important than the website as customers and business associates are constantly communicating via email this is really not good business practices to permit a problem like this to remain unsolved. I would like to hear that you or someone in Yola personally spoke with a representative of the email provider. By the way, who is the email provider maybe I should contact them directly?
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Emmy

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Hi Linda,
I see you have been working with Jackie on this. She is not currently online but I will forward this to her and she will be able to take a look when she returns.

Kind Regards,
Emmy
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Jackie

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Hi Linda,

Our mail services provider is OpenSRS who is also our domain registration provider. I have spoken with them personally again today, and they have advised that they are still waiting for a resolution and will update us as soon as they have one. They do not have a phone contact for customers of resellers (Yola is the reseller), but I can contact their support team and ask them if you can contact them directly.

To our knowledge it is an isolated issue. It would not be feasible to have a back up mail services provider as it would take longer to re-route our customers to a new provider than it would be to fix the problem.

We understand the importance of this issue and how much it is affecting your business. I can contact OpenSRS to see if they can forward your emails to another email address until they fix the problem? This may not be a possibility, but if you can provide me with another email address then at least we can ask them.

Thanks,
Jackie
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Linda Anderson

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Thanks Jackie yes it is linda.tvglobalenterprises@yahoo.com
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Linda Anderson

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Hello Jackie: I had the pleasure of chatting with John from OpenSRS he confirmed that the ticket has been escalated to high priority. He also indicated that Yola could reroute my emails to linda.tvglobalenterprises@yahoo.com. Can you please expedite my request as it has been 3 days since I have been able to receive any emails.
Thanks
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Jackie

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Hi Linda,

I am really pleased to let you know that your mailbox is back up and running, and I was able to access it successfully!

I have reset your password (which you can go ahead and change), and I will respond to your email with the password details.

Thank you for working through this with us!

Jackie
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Linda Anderson

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Hello Jackie!!! The email account is again inaccessible. The same message authentication failed ivalid credentials
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Nazlie

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Hi Linda

Sorry to hear it is not working again. Jackie is currently offline, but I will notify her about the problem and she will get back to you within 48 hours.

Sorry for the wait.

Nazlie
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Linda Anderson

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Looks like the email is back up but I am so nervous that I am just going to wait to see how long it will be working properly.
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Nazlie

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Hi Linda

Thanks for checking. We will get back to you to verify whether the problem has been resolved.

Nazlie
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Jackie

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Hi Linda,

I have received confirmation that your issue has been resolved. Could you let me know if you have experienced any issues accessing your Yola Mail account over the last couple of days? Everything should be in order now.

Please accept our apologies for all the inconvenience this has caused!

Thanks,
Jackie
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Linda Anderson

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Thanks Jackie so far so good I am still scared so I want to wait a few days more before I get back to you that everything is a ok!!!
Thanks Again!!!
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Mike

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I've the same problem. If i try to log-in, it says Authentication failed. Invalid credentials.
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Jackie

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Hi Mike,

Can you provide us your mailbox address so that we can investigate this further?

Thanks
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Mike

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Excuse me, but it is still not fixed. Is it a big problem or what is the reasen?
I'm looking forward to your reaction.
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Stefan

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Hello Mike, this is a general bug that we are currently busy fixing. Your account will be on our list now. We will keep you updated. I'm sorry for the inconvenience.
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Mike

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I'm sorry but I really need my email and it's already 4 days ago, I asked to fix it. How do you want to solve this?
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Stefan

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Hallo Mike

Het spijt mij dat het zo lang heeft geduurt om die fout uit de weg te ruimen, maar de goede tijding is: Het werkt nu weer!

Please clear your browser's cache and cookies, log into your Yola account, click on your Yola Mail tab, and there you should see your mailbox to manage. Please let us know if there should be further problems.

Wij wensen u nog veel plezier met Yola!
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Mike

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Hallo,

Het kan zijn dat ik iets verkeerd doe, maar naar mijn idee werkt de mail nog steeds niet. Zelfs niet nadat ik de instructies heb gevolgd. En daarbij komt dat jullie twee maal achter elkaar de kosten voor een jaarlijks email-adress hebben afgeschreven. Hoe gaan we dit oplossen?

Gr. Mike Kervel
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Angela Mary Butler

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hello

I am also having this problem and am at my wits end

I cannot access my inbox for angelabutler.net , it tells me authentification has failed but I am due to fly for my holiday and need to log in to print off my boarding pass and get the details for my flight, hostel etc etc

PLEASE help me as I also use this as my MAIN BUSINESS ADDRESS and am worried that I am missing important mails as I have just realized it has been quiet for around 6 days now....

I just thought my mails were quiet but now understand why (I get my mails directed to hotmail you see so had not actually tried logging in until tonight)

I panicked and even BOUGHT A NEW INBOX !! But won't let me access it..

HELP :(

Angela Butler
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Sanja

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Hello Angela,

Please can you email support@yola.com as I don't want to discuss your login details on a public forum.
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Angela Mary Butler

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hello Sanja

yes I already sent a message some hours ago... but am desperate to get into my email account to get my boarding pass and travel details, as I am due to go away :(

I came on here because I thought that I would get a quicker response, which of course, thanks to your lovely self, I have....

I understand that you cannot discuss my log in details on here, so will talk to someone via mail

Many thanks for responding to me

Angela
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Sanja

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Hi Angela,

I have found your email to support and have replied accordingly. I look forward to hearing from you via email.
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Angela Mary Butler

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Hi....it has not yet arrived (the joy of hotmail), and I am in the UK so have to sleep soon as it is 4am.... will wait up a bit longer and see if it comes through shortly..... thankyou x
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Angela Mary Butler

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Still no mail? Did you send it to the address that I mailed you guys on? I cannot access my other one... x
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Angela Mary Butler

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Woken up today, and waited.. no mail ever came and I am getting to the ctritical stage now as need to access mails for work, and will lose work at his rate ?? x please can you resend the mail., I am mailing you again
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Jackie

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Hi Angela,

You should now be able to access your Yola Mail. Could you please try and let me know if you encounter any problems?

I will respond to your email with the details of the issue.

Thank you.

Jackie
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Angela Mary Butler

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Hi Jackie... No... still nothing. Now, when I try and open the mail for angelabutler.net it gives me a page that says I am one step away from having mail and asks me to pay $9 to buy an inbox for my domain?

I have TWO boxes right? The one that I could not access last night and then I stupidly purchased an additional box, hoping that this would let me access my mail (can I have a refund for that one please), and now, I cannot see either, just being asked to pay for another one and looks as though I do not have an inbox at all ???

:(

Angela
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Jackie

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Thanks for this information Angela, I am looking into this immediately.
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Angela Mary Butler

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Thankyou and can I just add that I rebooted my laptop just, went to log back into yola to try again and NOW, it tells me that my account information is incorrect and when I enter my main email address and password just to be let into the site, it declines me !!!!?????

Please.... can someone mail me at pineapplegirl@live.co.uk and help me with this urgently, it is getting worse, and I have lost work today
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Jackie

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Hi Angela,

I think that I have been able to get to the bottom of the issue, although I will still need an engineers help to fix it completely.

I can see that Yola Mail for angelabutler.net is no longer on your My Yola page (which I will need an engineer's help to fix), but you should be able to access your webmail here: http://mail.angelabutler.net/mail.

Could you try this and let me know if it works? If it doesn't work can you send me your alternate email address so that I can reset your password for you?

I have refunded you for your extra mailbox purchase and this should be credited to you within a few days so please let me know if it does not appear.

Thank you for working through this with us.

Jackie
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Angela Mary Butler

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Jackie.... It says unhandled error and contact system administrator when I try and log in using the link that you sent to me. and my site is also now down. This is my entire business.... please help !!! I will have to leave Yola I think. I cannot have this happen :(
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Angela Mary Butler

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p.s Jackie you can contact me at pineapplegirl@live.co.uk
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Angela Mary Butler

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site back up now, but still cannot access mail... please can someone mail me at the above address so that I do not have to do this so publically. I did not want to share my email address here, as it is my personal one. thanks
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Jackie

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Thanks Angela. I have contacted our mail services provider urgently to help with accessing your account.

I will email you now with regards to your site.
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Angela Mary Butler

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please let me know here when you have emailed me as have had nothing yet x
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Jackie

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Hi Angela,

Just to confirm that both your domain and Yola Mail accounts are up and running. We will let you know as soon as your two mailboxes are combined, however if you would prefer to keep them separate let us know.

Thank you for working through this with us!

Jackie
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Stefan

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Hallo Mike

Als ik mij in uw account inlog en links op Yola Mail klik, zie ik de correcte pagina als volgt:



Ziet u die pagina ook of wordt een andere pagina getoond voor u?
Als ik op de knop "Check inbox" klik, wordt uw Yola Mail login pagina geopend. Kunt u die pagina ook openen?

Voordat ik u wel kan voorthelpen, beschrijft u mij alstublieft precies wat gebeurt wanneer u wat doet en als u en foutmelding krijgt (en wat die zegt). U kunt ook een screenshot posten.

Het spijt mij als wij de kosten voor een Yola Mail mailbox twee keren hebben afgeschreven. Misschien hebt u die abusievelijk twee keren gekocht, maar ik kan ook geen twee mailboxes in uw Yola account zien, dus het is misschien een technische fout, sorry. Wij gaan u de kosten natuurlijk terugbetalen.
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Stefan

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Hallo Mike

Wij hebben u de kosten voor een mailbox terugbetaald en u zou het geld in een paar dagen krijgen. Dank u voor uw geduld.