Dealing with Unsupported Password Error

If you're attempting to connect an account and receive the error message:

Unsupported password error: Your current password is incompatible with our system. Please refer to the support article below for assistance in resolving this issue.


This error usually means your password contains a non-supported character and will need to be changed to connect to our system.

 

Steps to Resolve the Issue

  1. Check for Valid ASCII Characters: Our system supports only valid ASCII characters in passwords. Our system doesn't support special Unicode characters such as €, ¢, etc.
    We support ASCII printable characters (character code 32-127) as listed here

  2. Modify Your Password: If your current password contains any non-supported ASCII characters, you will need to change it. Please update your password on your provider's platform to remove these characters.

  3. Restart the Authentication Flow: After modifying your password, please restart the authentication process.

Need Additional Help?

If you've followed the steps above and are still facing issues, we're here for you. Reach out to us at support@nylas.com with the following details:

  • The error message you're receiving
  • The email address of the account you're attempting to connect

Our support team will be in touch shortly to help you resolve the issue and ensure a smooth connection process.

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