Account Connectivity Issues
If you’re facing connectivity issues when trying to connect your account, there are a few common causes to check:
Choosing the incorrect email provider
Make sure you’re selecting the correct email provider to match the account you’re trying to connect.For example, if you have a Microsoft account (like Outlook or Office 365) but mistakenly selected Google as your provider—or the other way around—the system may fail to authenticate your login.
Connecting an email alias (instead of a primary email address)
Using an email alias rather than your main email address can cause issues when connecting your account.An alias is simply a secondary address linked to your primary account and often lacks full functionality. Always use your primary email address to ensure proper connection.
Connecting a service account (instead of a primary email address)
Service accounts are designed for automated tasks and do not have an inbox to send or receive emails.If you’re using a service account to connect, it won’t work for general email connectivity, as these accounts are not intended for regular email interactions.
Always use your primary email address to ensure proper connection.
By addressing these potential causes, you should be able to resolve any connectivity issues quickly and get your account functioning properly again.
Clients not receiving emails / emails landing in spam
If you're noticing that some clients are not receiving some emails you send from Keeper, this may be because you have not set up SPF, DKIM, and DMARC.
Setting up these records is essential for ensuring all your emails get delivered, whether or not they are sent from Keeper. Here is a link that explains more about how to set up SPF, DKIM, and DMARC (as well as how to test if you've set it up in the first place).
Emails quarantined by Proofpoint / GoDaddy
If you purchased your Outlook email from GoDaddy, it may come with Proofpoint installed. Proofpoint is an email scanning tool to help prevent you from sending or receiving spam.
Sometimes, Proofpoint can falsely flag emails that are sent from apps that are integrated to your email (like Keeper).
There are two potential fixes for this issue:
Per Proofpoint's Help Docs, it may be possible to whitelist this and future emails. Read more in Proofpoint's docs. To do this, find an email that has been blocked by Proofpoint in your outbound log (you can send a new email through Keeper if you don't have one), and that should have the option to whitelist it.
If that does not work, you'll need to open a support ticket with Proofpoint support (see "Support's Assistance With Connection Level Rejection" in this article).
If you need to create a ticket for step 2, here is the information you need to send them:
Could you please advise why an email sent via the Microsoft Bulk Sending Server [insert sending IP address] is being blocked for delivery, this email is being sent via an external app (keeper.app via nylas.com, which handles the mail delivery) which has authenticated with my account details.
Sender: [your connected email address]
Recipient: [the recipient you attempted to send an email to]
client IP address: [insert sending IP address] - Which is Microsoft bulk sending
Time: [the date and time you sent the email]
You should be able to find your connected email address, recipient, and date/time of sending from the email you received alerting you that your message was quarantined:
If you click "View Message" in that email, you should be able to find the sending IP address in the "Other information" section.
If neither of these solutions work, or you get stuck and need some help, pop into our Support Chat in the bottom right corner of the app and we'll help you through it.