Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements


  • Give kudos
  • My kudos


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Logon failure: unknown user name or bad password.

Hello guys,

I'm having an issue with this error message in Jira Service Desk email connections:

Unfortunately JIRA couldn't connect to the mail server. Here is what the mail server said: "Logon failure: unknown user name or bad password."

I checked all the suggestions at without any luck.

I'm trying to connect to an Office365 account, and I can log in directly myself when I use the email address and password - so I'm 99.99% certain that the login credentials are correct.

Is there anything else that could be wrong or that I'm missing?

Thank you,


1 answer

0 votes
Jack Community Leader Aug 05, 2019


you reference an article for Jira Software but mention Jira Service Desk here. Can you clarify which application you are inquiring about? If JSD, realize you set up for email requests within the project > project settings > email requests. It is different than setting up incoming email handler in Jira SW.

Thank you Jack. Yes, I'm talking about Jira Service Desk. The email requests have been working fine, but the Office365 email password expired, so we changed it in Office365 and then applied it in Jira Service Desk as well, but not Jira Service Desk can't connect. As I say, manually checked the login details to make sure they're correct, by logging into Office365 successfully.

Jack Community Leader Aug 05, 2019

Thanks. I would suggest removing and add back the email. I would also suggest disabling password expiration in outlook for this account.

Like benvindo.marial likes this

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Software

How to create Jira issus from Excel file?

When to use CSV importer When managing your processes in Jira, there are many occasions where you need to create a lot of tasks. Creating them one by one will cost you a lot of time and effort and i...

4,624 views 22 33
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you