Reauthorizing a support email helps maintain its connection with BoldDesk. During reauthorization, the IMAP settings are updated so incoming emails can continue to be converted into support tickets.

You may need to reauthorize a support email for the following reasons:

• Token expiration: Authentication tokens expire after 90 days. Reauthorize the support email after the token expires to restore the connection.
• Password change: Changing the support email password can break the existing connection. Reauthorize the email using the updated password.

Wrong Email Account Selected During Reauthorization

During reauthorization, the browser may automatically select the wrong email account, such as a personal email account. This occurs when the browser uses the account associated with the active browser session.

Use one of the following methods to reauthorize the connection with the correct support email.

Method 1. Add the Support Email as a Browser Account

Add the support email as an account in the browser before starting the reauthorization process. This allows you to select the correct support email when prompted to choose an account.

Method 2. Use a Private or Incognito Browser Window

Open BoldDesk in a private or incognito browser window and start the reauthorization process. Because an existing browser session is not reused, you will be prompted to sign in manually.

Enter the credentials for the correct support email to complete the reauthorization.

Frequently Asked Questions

1. Why do I need to reauthorize the support email?
   Reauthorization may be required when the authentication token expires or the support email password changes.

2. How often does the authentication token expire?
   The authentication token expires after 90 days.

3. Why does the browser select the wrong email during reauthorization?
   The browser can automatically select the email account associated with the active browser session.