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eMail Requests are not getting logged in JSM

IT Admin Dot & Key

my support email id password was changed on 23rd Jan'26 and since then tickets are not net getting logged in due to the jira connection issue with my google email account. getting errors:

Incoming Gmail OAuth email channel stuck in 401 unauthorized + rate-limited state.

Details:
- Jira Service Management Cloud
- Incoming email via Gmail OAuth
- Mailbox: its*****@d*****.com
- Workspace admin has whitelisted Atlassian OAuth client
- Gmail API enabled
- User mailbox (not group)
- Emails arrive unread in Inbox
- Connectivity logs show repeated 401 Unauthorized, then stop completely
- UI re-auth / delete / re-add does not generate new logs

Accepted answers

Marc -Devoteam-

Hi @IT Admin Dot & Key

Best option I can give you is to remove the connection and add it again.

All comments

Sebastian Krzewiński

Hi @IT Admin Dot & Key

Did you set new pwd for google account and update it in Jira?

Regards,
Seba

Marc -Devoteam-

Hi @IT Admin Dot & Key

Best option I can give you is to remove the connection and add it again.

IT Admin Dot & Key

yes, updated it in JSM as well.

IT Admin Dot & Key

did the same but not working. I removed both email and handlers and readded them,

Marc -Devoteam-

Hi @IT Admin Dot & Key

If you keep receiving a 401, is a permission issue.

Seems the user used doesn't have the required permissions, are you using the user of the mailbox or your own user ot connect, as you have been shared the mailbox?

IT Admin Dot & Key

Thank you for your prompt response. I had to remove and add the email from Space settings and it worked

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