Troubleshooting why an account has stopped or invalid

Chris Aylott
Chris Aylott
  • Updated

Problem Symptoms:

  • You receive an account.invalid or an account.stopped webhook.
  • The sync_state is stopped or invalid
  • You are discovering that accounts are stopping frequently. 

This guide is to assist in determining why this is happening.

 

Description:

For details on what can trigger these conditions see the following.

Please see best practices guide on how to handle these types of events.

 

Resolution:

Audience: Developers and support teams

Steps to determine why the account has stopped, useful if the account continuously stops:

  1. Firstly determine if your application is revoking the tokens
    1. You can determine this via Dashboard API logs - filter by the account / email address
    2. See Account manually stopped
  2. If this is happening for accounts from specific domains / providers, i.e. do they have the same @domain.name
  3. if YES
    1. Please contact the customer's mail administrator and ask them to extend the session timeout for your application - for instructions see MS / O365 or Google
  4. if NO
    1. Authenticating using basic. How can you tell:
      1. The provider attribute in the dashboard or the API  
      2. Returns Other  or Exchange
    2. if YES
      1. Every time they change their password they will need to re-authenticate.
      2. If Other check the sync logs in the dashboard for UID errors
      3. If EAS check the number of emails in their inbox, if =< 2 please see 
    3. if NO - customer is likely to authenticate using OAuth / Tokens
      1. Every time they change their password they will need to re-authenticate.
      2. If they are a MS account
      3. If they are a GSUITE account

 

 

Resources:

https://developer.nylas.com/docs/the-basics/manage-accounts/account-sync-status/#stopped 

Why is my Microsoft / O365 account in a stopped or invalid state?

Why has my GMAIL account stopped or invalid?

 

 

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