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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 used a specific email address when creating the account that is used for logging into LiveAgent. This email account cannot be used for both logging into LiveAgent and fetching emails. For example, you use email@example.com to login to LiveAgent, however, you would like to also fetch emails coming to email@example.com. This is not possible to have for both logging in and fetching as well. You need to change the log in the 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 email account to a new one that will be ONLY used for logging in and you DO NOT WANT TO FETCH EMAILS from this email account.

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. 

This will solve your issue and if you have any other questions/issues feel free to contact our support at support@liveagent.com or start a chat on the bottom right corner.

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