# External email client cannot connect | SmartMail

> Troubleshooting: IMAP/SMTP is an add-on service. Connect using the mailbox username and mail server password, not the SmartMail password.

Source page: https://dblinx.net/en/smartmail/belgeler/sorun-giderme/harici-program-baglanmiyor

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# External email client cannot connect

Connecting to mailboxes with a desktop email program or the phone's native email app is done via the IMAP/SMTP add-on service. If the add-on service is not enabled or an incorrect password is used, the program cannot connect.

- Administrator

- User using an external program

## External email client cannot connect: what should be done?

Connecting to mailboxes with a desktop email program or the phone's native email app is done via the IMAP/SMTP add-on service. Who can apply: Administrator; User using an external program. If the add-on service is not enabled or an incorrect password is used, the program cannot connect. While the add-on service is off, new emails will completely stop in SmartMail; you can read all your emails from SmartMail without connecting to an external program.

## What to do

Ask your administrator to confirm that the IMAP/SMTP add-on service is enabled for your organization. If it is disabled, the mailbox's **Credentials** window says **IMAP/SMTP access: Disabled**; the administrator gets the add-on service from the **Purchases** screen in the DBLinx organization dashboard.

In the program, enter the mailbox's **Mailbox username** as the username 1; this is usually the full address.

As the password, enter the mailbox's mail server password; an administrator can see it with **Show password** 2. Your SmartMail login password does not work here.

Check the server and ports in the **Email program settings** box in the same window 3: incoming server **mail.smartmail.com.tr**, IMAP **993 (SSL/TLS)**; outgoing server the same name, SMTP **587 (STARTTLS)** or **465 (SSL/TLS)**. Unencrypted IMAP port 143 is closed.

- 1Username

- 2Mailbox password

- 3Server and ports

Mailbox settings, with demo data.

**Tip**When the add-on service is disabled, new emails remain fully in SmartMail; you can read all your emails in SmartMail without connecting to an external program.

## Related pages

- [Connecting with an external email client (IMAP/SMTP)](/en/smartmail/belgeler/yonetici/imap-smtp-baglanti)

- [Domain and DNS setup](/en/smartmail/alan-adi-dns)