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Ask Michelle Your Own Question

Michelle
Michelle, Mac Support Specialist
Category: Mac
Satisfied Customers: 867
Experience:  Apple Computers and Mobile support with 12 years of exp.
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I have 2 apple id and 2 icloud accounts. My main account email

Resolved Question:

I have 2 apple id and 2 icloud accounts. My main account email works fine - but my second icloud account is not working in mail. Every time I try to send an email from my 2nd account I get a dialog request for apple id - I enter it (and I know it is correct because I can log into icloud with it) but it keeps saying not recognised. Can anyone advise please
Submitted: 1 year ago.
Category: Mac
Expert:  Michelle replied 1 year ago.

Appleologist :

Hi, and welcome to JustAnswer! My name is XXXXX XXXXX I am excited to get started with you.

So I can better assist you with your icloud issue, I will need additional information. Are you using apple mail on your mac?

Customer:

yes

Appleologist :

Ok, Open mail and choose Window from the top menu. Select Connection doctor. Is there anything in red? If so, what does it say

Customer:

Lots of red. trying to log in to this SMTP account failed. Verify user name and password XXXXX

Appleologist :

But your main account is in green correct?

Customer:

Yes

Appleologist :

Ok double click on the red error message, it will bring up a box

Customer:

ok

Appleologist :

Is the password XXXXX blank?

Customer:

No

Appleologist :

Ok, So lets check to make sure your password XXXXX XXXXX If worse comes to worse, we can always delete the account and then add it again. iCloud is an IMAP account so your emails will not be lost. Click on the magnifying glass in the upper right corner and type in keychain access

Customer:

ok got keychain access up

Appleologist :

type in smtp in the search box in the upper right corner

Appleologist :

you should see iphoto-smtp://smtp.me.com or smtp.me.com

Customer:

okay, only got two items showing - both iphoto-smtp://smtp.me.com (kind is application password)

Appleologist :

Ok double click on the first one. A box will pop up. Check the show password XXXXX and then type in your computers password

Customer:

okay

Appleologist :

Did it reveal a password?

Customer:

yes

Appleologist :

Is that the password XXXXX were typing in?

Customer:

this is the correct password XXXXX my number 1 account and the account email address is correct for that account. shall i click the other one and see if its the other account?

Appleologist :

Yes please

Customer:

Hi, the second one is same as first with same account email and same password — not second account at all

Appleologist :

Ok, try to type in your email address in the search box instead

Customer:

do you mean spotlight search box?

Appleologist :

the search box within keychain access in the upper right corner

Customer:

okay. one found in keychain acces but when I double clicked it the account is a string of numbers - not my second email address

Appleologist :

Ok lets try one more search. Type in id.apple.com

Customer:

no hits with that search

Appleologist :

In the left column within keychain access are all items selected?

Full Size Image

Customer:

no - just passwords

Appleologist :

Click on all items and search for id.apple.com again

Customer:

hilighted all items and searched id.apple.com again - still none found

Appleologist :

Ok, then you will need to look manually. Select all items again so it can show you everything. Scroll through to see if you see your email address, smtp.me or mobile me icon

Appleologist :

The mobile me icon looks like a cloud

Customer:

got 2 cloud mobile me icons - one for each email account, the one that works and the one that doesnt

Appleologist :

Great. double click on the one that does not work and click on show password

Customer:

Okay - shows correct password XXXXX this account but neither the the name nor account boxes show the full email address just my name without the @...

Appleologist :

The password XXXXX is listed, is that the one you have been entering?

Customer:

Yes

Appleologist :

You apple ID password XXXXX not be the same as your icloud password

Customer:

Oh god

Appleologist :

Ok, we will need to delete the account and re-enter it. before we do that, type in Facetime within the search box

Customer:

which search box? the keychain access or...

Appleologist :

Yes, the keychain access search box

Customer:

ok. not finding anything with facetime search

Appleologist :

Are all items selected?

Customer:

Shall I just go to forgot my apple id with my second apple account and change the id to match my account 2 password?

Customer:

Yes all items selected

Appleologist :

In the description, you mentioned that you already changed it. Have you changed it already?

Appleologist :

Reset apple Id

Customer:

Cannot recall when I last set apple id on this account. so will rest now unless you tell me not to

Appleologist :

No, you can go ahead and reset it. In the description you sent, you mentioned that you already tried to reset your apple id. Since you actually did not, you can go ahead and reset it now. Go to https://iforgot.apple.com/iForgot/iForgot.html. Before you do that, have you tried typing in the same password XXXXX your first one? Did you hit save after entering it in?

Customer:

Hi When I went to reset password XXXXX id I entered the password XXXXX I use for icloud but it said it had already been used and couldnt again. so I have a new apple id password. Shall I go to icloud and change that password XXXXX match?

Appleologist :

Yes, open mail again and type in the new password XXXXX the password XXXXX

Customer:

okay

Appleologist :

After you have entered your password, click on junk mail tab. It will ask you if you would like to save changes. Choose yes

Customer:

I have been typing my icloud password XXXXX the mail pop up box - not my 2nd account id - I bet this will have fixed it

Appleologist :

Ok, have you hit save yet?

Customer:

Sorry - which junk mail tab do you mean?

Appleologist :

Lets take a step back, did you re- enter in your password XXXXX your second email yet

Customer:

Yes and I closed that dialog box

Appleologist :

Ok lets see if it saved. Click on windows again in the top menu bar and choose connection doctor again

Customer:

ok shall i send you a screen shot grab?

Appleologist :

Yes, that will help

Appleologist :

Are they still in red?

Customer:

Full Size Image

Appleologist :

Ok, there is a lot going on here. Lets go through each on. Click on Mail in the top menu and choose preferences

Appleologist :

It looks like you have 4 different account settings

Customer:

Hi I have the mail accounts dialog box up. Originally I had dotmac then mobile me then icloud and I have 2 accounts which each had a 'mac' and a 'me' email address

Appleologist :

In the left column, how many icloud accounts are listed?

Customer:

2

Appleologist :

Click on the wrong one

Customer:

ok

Appleologist :

The troubled one, I should say

Customer:

knew what you meant

Appleologist :

Under username, does it have an @ or is it just your name?

Customer:

just my name

Appleologist :

It is suppose to be tefi or tefijames?

Customer:

supposed to be teifijames

Appleologist :

Ok. Enter the password XXXXX that box. Then under outgoing mail server, choose the drop downbox and choose Edit smtp list

Customer:

ok. got a list of smtp s

Appleologist :

How many icloud servers are listed?

Customer:

just one

Appleologist :

ok thats normal. Choose Ok so it can get back to preferences.

Customer:

here's a grab image coming

Full Size Image

Appleologist :

Now click on Junk mail (the next tab over) Choose to save changes

Customer:

the server name isnt the icloud one

Appleologist :

Choose icloud from the drop down box

Appleologist :

What is the server name listed?

Customer:

smtp.mac.com — but the icloud one listed above says smtp.me.com

Appleologist :

Thats normal. You mentioned you had a .mac account too.

Customer:

yes okay shall I go back to preferences and click on the junktab as you said?

Appleologist :

Yes

Appleologist :

then choose save

Customer:

uhuh - got a pop up saying

Full Size Image

Appleologist :

Under the outgoing server box. Choose the other .me outgoing server

Customer:

getting same pop-up with each server

Appleologist :

Ok, lets go ahead and delete the account so you can re-enter it

Customer:

okay talk me through that please

Appleologist :

Choose the troubled account in the left column and choose the "-" sign in the bottom left corner

Customer:

Scary - but removed

Appleologist :

I know it seems scary, it will be back. Before we add it back, click on Window and choose connection doctor again

Appleologist :

It should be green now

Customer:

Sadly not...