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Error: This action can't be performed because the account's credentials are out of date. Please reauthenticate and try again. (Nylas::AccessDenied)

Issue:

  • When attempting to send emails from Clio Grow, the user receives an email notifying them that sending the email failed. The text of the email is as follows:
    • "This action can't be performed because the account's credentials are out of date. Please reauthenticate and try again. (Nylas::AccessDenied) 

      Our initial attempts to send an email on your behalf have failed due to an authentication error. This usually occurs because your email password has changed. Here are the steps to fix this problem:

      Click here to access your Lexicata email settings (or navigate to the Lexicata settings page and click the EMAIL tab from the panel). 
      Click the red "Un-sync email" link near the top of the page. 
      Click the "Sync Email" button at the top-right. 
      Input your correct email credentials. "

Environment:

  • Clio Grow

Additional Information:

n/a

Cause:

This can happen because the login credentials of either Clio Grow or the email program you are syncing with have changed. 

Resolution

  1. In Clio Grow, go to Settings
  2. Click on Email & Calendar Sync
  3. Click on Un-sync email
  4. Click on Sync Email
  5. Input your email account's credentials and authorize the connection between the two programs.
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