How to Reauthenticate Expired SMTP/IMAP OAuth Tokens for Support Emails

To ensure the security of your email communications, SMTP/IMAP OAuth tokens for Microsoft accounts expire every 90 days. If your configured email’s OAuth token has expired or is about to expire, follow these simple steps to reauthenticate:

1. Navigate to Admin -> Emails.
2. Select the required support email.
3. On this page, locate and click the Reauthenticate button.
4. You will be redirected to the Microsoft Login page. Complete the login process to reauthenticate your email.

Following these steps will help maintain seamless email operations and ensure continued access to your support email services.

Understanding Email Retrieval and Reauthentication in BoldDesk

When retrieving emails, BoldDesk currently supports fetching messages from the previous day only. This means emails older than 24 hours—such as those from two or three days ago—cannot be automatically retrieved. If a day is missed due to token expiration or another issue, those older emails will not be pulled into the system retroactively.

To prevent disruptions, it’s important to keep your Microsoft authentication token up to date. Microsoft provides a notification 10 days before a token expires, and BoldDesk will display an in-app banner as a reminder. Reauthentication is required every 90 days to maintain uninterrupted email fetching.

If emails were missed during the reauthentication period, they can still be recovered. Simply manually forward the missed emails—up to two weeks old—to your helpdesk email address. BoldDesk will process these messages and create corresponding tickets, ensuring no important communication is lost.

Related Article:

Configuring Support Email using IMAP with Microsoft OAuth in BoldDesk