Sender Connection Issues

If you're having trouble connecting a new sender account (Gmail, Outlook, SMTP) or if a previously connected sender shows an error, here are common causes and solutions:

OAuth Connections (Gmail / Outlook / Microsoft 365)

• Incorrect Account Selected: During the redirect to Google/Microsoft, ensure you logged into the exact account you intend to use for sending.
• Permissions Not Granted: If you denied any requested permissions during the OAuth flow, the connection will fail. You may need to remove BuffSend's access from your Google/Microsoft account permissions page and try connecting again, granting all requested permissions.
  • Google Permissions: https://myaccount.google.com/permissions
  • Microsoft Permissions: https://account.live.com/consent/Manage
• Administrator Restrictions (Workspace/M365): Your Google Workspace or Microsoft 365 administrator might have policies restricting third-party application access. Contact your administrator to see if BuffSend needs to be approved or whitelisted.
• Session Expired / Needs Re-authentication: Sometimes, the connection needs to be refreshed. Look for a "Reconnect" or "Re-authenticate" button next to the sender in BuffSend and follow the OAuth process again.

Custom SMTP Connections

• Incorrect Server Address/Host: Double-check the SMTP server address provided by your email service. Common mistakes include typos or using the wrong regional endpoint (e.g., for AWS SES).
• Incorrect Port: Ensure the port number matches the required encryption method (e.g., 587 for TLS, 465 for SSL). Using the wrong port will cause connection failures.
• Incorrect Username/Password: This is the most frequent issue.
  • Verify the exact username required by your provider (is it your full email, an API username?).
  • Verify the password. Is it your main account password, a specific API key, or an App Password? Services like SendGrid often require an API key as the password. Some providers require App Passwords if 2FA is enabled on the account.
  • Copy and paste credentials carefully to avoid typos.
• Incorrect Encryption Method: Make sure the selected encryption (TLS, SSL, None) matches what your server expects on the specified port. Using SSL on a TLS port (or vice-versa) will fail.
• Firewall Blocking: Your hosting provider or network firewall might be blocking outgoing connections on the specific SMTP port you are trying to use. Contact your provider or network administrator to ensure the port is open for outgoing connections from BuffSend's servers (you may need to ask BuffSend support for their sending IP ranges if required by your firewall).
• Account Issues with Provider: Your account with the SMTP provider might be suspended, disabled, or require additional verification steps before allowing SMTP access.

General Tips

• Check Error Messages: Pay close attention to any specific error messages provided by BuffSend during the connection attempt. These often give clues about the underlying problem.
• Consult Provider Documentation: Your email provider (Google, Microsoft, SendGrid, etc.) is the best source for their specific connection requirements, server addresses, ports, and authentication methods.
• Try Reconnecting: Remove the problematic sender from BuffSend and try adding it again from scratch, carefully checking each step.

If you continue to experience issues after checking these points, please contact support with details about the sender type, the steps you've taken, and any error messages you received.

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