If you get an error message when sending rosters to workers/clients like below about failing to authenticate on SMTP Server :

If you get an error message when sending rosters to workers/clients like below about failing to authenticate on SMTP Server :


 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51010081558/original/xEYMJ6VzpRa_sWPq2lE2L53uwX1kvhhLOA.png?1607386195)


Or when sending a password reset you get the message 'Could Not Send'.


This means that either the password or username you provided initially has since changed and no longer works.

 

You will need to contact the Customer Care Team and confirm with them the following details:


* Host address:
* SMTP Authentication: Yes/No
* Mail Port:
* Mail Username:
* Mail Password:
* From Address: 


For assistance getting this information, contact whoever setup your emails/mail server for assistance. 

How to resolve email authentication errors when emailing?

User Guide: Client App - Participant & Family Guide

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