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Why the same email account cannot be used to login and fetch emails

Once you created a Trial account with us, you have used a specific email address that will be used for logging into your LiveAgent agent panel. This email account can not be used for fetching emails.

For example, you have used email@example.com to login to LiveAgent, however, you would like to also fetch emails coming to email@example.com. It is not possible to have the same email account for both logging in and fetching emails.
If you would rather fetch emails with this email address, you need to change the login email to a different one e.g. login@example.com and then you can connect your email@example.com for communicating with your customers.

How to solve this issue?

First of all, you need to login to your LiveAgent account and navigate to the top right corner, and click Edit Profile > Change the email address to a new one that will be ONLY used for logging in!

The next step is to go to Configuration > Email > Mail accounts > Add Email Account and connect the email account that you would like to use to fetch emails from and communicate with your customers. You can check this guide for more info.

If you have any other questions or issues, feel free to contact our support at support@liveagent.com or start a chat from our website.

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