Email requests not working

[Montassar Chatti]

Hi,

Our customers send emails to our support team and Jira Cloud picks these up and generates a ticket.

Our email password changed and since then, the emails are no longer generating tickets nor generating comments in existing tickets. We see the error "Can't connect to this email account" in the project settings. When we click on the three dots on the right, the "remove" option is greyed out, and the "edit" option does not help us re-connect or update the password. See below:

[Trudy Claspill]

Hello @Montassar Chatti 

What is your level of access? Are you only an Administrator for this project? Are you a Jira Product Admin? Are you a Site Admin for the entire cloud site? Are you an Organization Admin?

Here is one troubleshooting article with tips:

https://confluence.atlassian.com/jirakb/how-to-troubleshoot-issues-with-the-email-channel-in-jira-service-management-cloud-973489501.html

By accident I discovered that if you disable the Email channel and then re-enable it all External Emails that have been added to Connected Email Accounts are removed. You could use that method to delete the email and then re-add it.