Why is the account stopped or invalid?

More importantly than understanding why accounts stop is having a mechanism in place to:

• Detect when an account is stopped or invalid
• Have logic to prompt the customer to re-authenticate

Every account will all stop at some point. The provider does NOT tell us why.

Accounts can stop for a multitude of reasons:

Event: Received account.invalid webhook sync_state is invalid 

• Password expiry policy (set by customers' mail administrator)
• Conditional access policy (set by customers' mail administrator)
• Credentials Invalid - see sync_state

Event: Received ONLY account.stopped webhook sync_state is stopped

• Manually Stopped - see this guide to identify and resolve the issue.
• Connection server issues - see Sync Logs
• Retries exceeded - see Sync logs
• Parsing error - see Sync Logs
• Mail administrator has blocked / suspended the account - See Sync logs

Stopped accounts can sometimes be recovered by Starting them via the dashboard else by calling /downgrade and /upgrade

After starting an account it will go into the Partial state, where it will remain until it we have retried the account 6 times over an hour before stopping again.

Resolution:

The solution to all the above is to Re-authenticate the account.

If the account continuously goes into an invalid or stopped state after authentication:

If Microsoft O365 account:

• Ask the mail administrator to check the Azure > Login logs

If Microsoft Outlook / Hotmail account:

• Ask the customer to check their Sign-In activity

Resources:

Troubleshoot stopped accounts

Why has my gmail account stopped

Why is my Microsoft / Office365 account in a stopped or invalid state?

Microsoft: Refresh and session token lifetime policy properties

Updated February 23, 2023 00:24