Article Request

Are we missing something? Please submit an article request. We'll take a look and see if we can add it to our radar.

Please fill out the request form below and we will get to it as soon as possible.

  • Training Videos
  • Article Request
  • Home
  • FAQ

Email | FAQ

Written by Avery Simmons

Updated at October 26th, 2021

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Product Education Video Series
    Getting Started for Admins Getting Started for Staff Users Client Management
  • Practice Management
    Reporting Audit Log and Permissioning Time and Billing Document Management CRM & Client Portal Workflow and Advanced Reporting
  • Tax Resolution
    Collections Transcripts Notices
  • Guides for your Clients
    Files Set up Payments Mobile App To-do List
  • Integrations
    QuickBooks Online (QBO) IRS Transcripts Canopy Virtual Drive
  • Canopy Mobile App
  • Canopy First Steps
    Settings Managing Contacts Canopy Setup
  • FAQ
  • Canopy Updates
    Product Updates 2022 Product Updates 2021 Product Updates 2020 Product Updates 2019 Product Updates 2018
+ More
Table of contents

    Included below are some of the most frequently asked questions customers have regarding the connection between their email accounts and Canopy. For more information, refer to the Calendar and Email Sync articles.

    I need help troubleshooting my custom IMAP email connection

    If you experience difficulties connecting a custom IMAP email server to Canopy or your MS Exchange server, there are a few troubleshooting steps/tips you can perform:

    • IMAP server names(hostname) typically begin with ‘imap’ e.g. imap.canopytax.com.
      • This isn’t always the case, but it’s fairly common.
    • SMTP server names (hostname) typically begin with ‘smtp’ e.g. smtp.canopytax.com.
      • This isn’t always the case, but it’s fairly common.
    • If your IMAP server is secure the port number is 993.
      • If your server isn’t encrypted or doesn’t have SSL enabled, you’ll need to use port 143
    • If your SMTP server is secure the port number is 465.
      • If your server isn’t encrypted or doesn’t have SSL enabled, you’ll need to use port 587 or 25.
      • Be sure to try both ports if the first one you try doesn’t work.

    I need help troubleshooting my Exchange email connection

    • If two-factor authentication is enabled on your Exchange account you’ll need to generate an app-specific password in your Exchange settings.
      • You’ll then use that app-specific password as your email password in Canopy.
    • Make sure mobile device provisioning is enabled and the ActiveSync connections are allowed.
    • If you get an invalid username and password error, but are positive you entered it correctly, Auto discovery might be trying to log into the wrong server.
      • You’ll need to expand the Advanced Settings section and enter your Exchange username  and exact server address.
      • This will bypass Auto discovery and connect directly to your server.
    • If your server is behind a VPN, firewall, or has other strict MDM policies in place, you might not be able to connect your email account to Canopy.

    I am getting 'Unverified App' warnings from Google about Canopy

    Google has recently updated security requirements for all third party apps that enable a sync with gmail. With these updated requirements, Canopy is doing everything possible to maintain the convenient sync between gmail and Canopy. If you receive an email or warning from Google of any kind classifying Canopy as an "Unverified App", be aware of the following:

    • Canopy's sync with gmail is completely secure.
      • The team at Canopy is already diligently at work to comply with all security standards and are currently waiting for Google's final validation in this process.
    • In the event of a sync outage:
      • Continue using your tools within Google.
      • No emails or calendar events previously entered into Canopy will be lost.
      • Canopy's sync with Google will be temporarily paused.

    Was this article helpful?

    Yes
    No
    Give feedback about this article
    Related Articles
    • Canopy Payments: Dues & Assessments | FAQ
    • Transcripts | FAQ
    • Canopy Security | FAQ
    • Contacts | FAQ

    Sign up for updates

    855.616.7305

    Products

    Practice Management Tax Resolution Pricing

    Company

    About Careers Our Team Contact Us

    Resources

    Support Training Videos Blog Ebooks & Guides Case Studies

    More

    Desktop AssistantIntegrationsDevelopersOur Mobile AppsAffiliate Program
    canopy-logo-white
    Canopy Status Terms & Conditions Privacy Google Data Use Disclosure

    Definition by Author

    0
    0
    Expand