Application / Emails and Communications Page

Set up IMAP connection (for Inbound emails)

IMAP (Internet Message Access Protocol) is an Internet Protocol to allow email clients, like YayPay, to communicate with an email service, such as Gmail.

To fetch incoming email responses sent to your AR Mailbox, e.g. hosted on Gmail, go to Settings| Email| Inbound email in YayPay, and set the following parameters:

  1. Check Use IMAP / API for receiving emails.
  2. Protocolimap or imaps.

  3. Host – Address of the host, for example .

  4. Port – Required port number, for example 143 or 993.

  5. Username / Password – Enter the same credentials as in the Outgoing emails section.

  6. Load period (months) – Specify the time frame for synchronizing received emails from your AR mailbox. For example, if you set this option to 3, up to 3 months old emails will be synced. If set to 0, no emails from your AR mailbox will be synced.

    If this is the first time you want to sync emails that were received in the past, i.e. value other than 0, please contact YayPay support or a YayPay representative to help you to initiate the email syncing.

  7. Use TLS– set as specified by your IT department Infrastructure Team or e-mail service provider. Optional security setting.

  8. Specify your Inbox Folder (Inbox by default). For more information, see the Using Subfolders (in your designated PDF email Inbox) article.

  9. Exclude Domains – Specify one or more domain names (separated by commas) to exclude emails that come from these domains from the email assignment process. See Assign Emails to Customers for more information.

  10. Customer level custom field– Enter customer level custom fields. Values from these field will be used to link inbound emails to corresponding customers. Each value must be unique.

  11. Click on the Save and send test connection button to test the connection. If the parameters are configured correctly, a successful message will be shown at the top of the page. No email will be sent to your personal email inbox for inbound email Settings.



When your Customers respond or send their emails to your AR mailbox, YayPay will fetch those emails and will display them in the platform (using the customer contacts as a means to identify and associate the inbound email to the customer). In YayPay, you can either use:

  • The Communications page to view inbound messages sent from all customers.
  • The Statement page to see customer specific emails that you can access on the EMAILS tab located at the bottom of the page.

If you check your inbox, you will also find the same inbound emails sent by your customers to this mailbox.

In addition, if you review the status section under Inbound emails after email sync has taken place, the last sync date and status should reflect the last sync point when YayPay connected to your AR mailbox:

Common / Known Issues with Gmail Setup

If you are getting errors setting up the IMAP connection with Gmail (or if you see authentication errors) review the following points:

  • If you see that the last sync status is FAILED and the  “[AUTHENTICATIONFAILED] Invalid credentials (Failure)” error message is displayed, you can refer to  Common / Known Issues with Gmail Setup or the collection of Google Support articles.

    Google Support recommends a few actions, such as: turning on the option to allow less secured apps to connect; and/or checking for an App Password for Gmail accounts that have 2-Step Verification turned on.
    • If 2-Step-Verification (2-Factor Authentication) is activated for your Gmail account, you should generate an App password (for Yaypay) as described in this Google Help article so as to avoid this error from being displayed in YayPay.

    • If 2-Step-Verification is not activated but you still get an Authentication error, you should turn on the "Allowing less secure apps to access your account" option as described in this Google Help article.

  • Activate IMAP in Gmail - choose Enable IMAP in your Gmail settings (in the IMAP access section):

  • If you have issues receiving messages from your Gmail account, refer to this Google Help article.

  • If you see the following error (which might be due to internal changes in the settings, e.g. in the Azure application used for SSO), reconnect your mailbox. If the problem persists, contact YayPay support.



If your AR Mailbox is Gmail-based (and is also set up with Okta due to your corporate security policies), you will need to work with your internal IT department to ensure an Application Specific password is also set up for the Mailbox credentials, before you configure YayPay.

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