If you receive the error:
! Email was not sent “Access is denied. Check credentials and try again.”
when sending emails through Lever360, follow the steps below to reset permissions and reconnect your Microsoft account.
IMPORTANT: After completing this setup, re-enable two-factor authentication (MFA) if it was previously enabled.
Step 1: Temporarily Disable Two-Factor Authentication
In some cases, Microsoft’s multi-factor authentication (MFA) prevents Lever360 from properly connecting to your mailbox.
For Individual Users
Sign in with your work email.
Locate Microsoft Authenticator in the list.
Click Delete or Remove.
Confirm removal.
For IT Administrators
Go to:
https://admin.microsoft.comNavigate to Users → Active Users
Select the affected user.
Open the Security tab.
Click Manage multi-factor authentication
Select the user → Click Disable
Confirm.
Step 2: Remove Old iRestore App Permissions
Old or corrupted app permissions may block email sending.
Option A: User Removes Permissions
Sign in with your work email.
Find iRestore / Lever360 in the list.
Click Remove or Revoke access.
Option B: IT Administrator Resets Permissions
Send this to your IT admin:
"Hi, I need to reset permissions for the iRestore / Lever360 app to use the Microsoft Outlook Integration for email sending and tracking. Could you please:
Go to Azure Portal → Enterprise Applications
Find “iRestore” or Lever360
Go to Users and Groups → remove me
Go to Permissions → delete granted permissions
After this, I will sign in again to grant fresh permissions."
Step 3: Sign Back Into Lever360
After permissions are removed:
Sign out completely from Lever360.
Close your browser completely.
Clear your browser cache:
Chrome or Edge:
Press Ctrl + Shift + Delete
Select:
Cookies
Cached images/files
Click Clear data
Reopen your browser.
Sign back into Lever360.
When the Microsoft permissions screen appears:
Review the permissions
Click Accept (or Request approval, if required)
Test sending an email.
If It Still Doesn’t Work
Contact your IT Administrator and verify:
Do I have an Exchange Online license?
Is my mailbox active?
Are there any Conditional Access policies blocking Lever360 / iRestore?
Additional IT Check
In the Exchange Admin Center:
Go to Admin Center → Mail Flow → Settings
Confirm that:
Make sure - “Turn on sending from aliases” is ENABLED
Make sure - "Turn off SMTP AUTH protocol for your organization" is DISABLED
IMPORTANT: Settings must be the same as in this screenshot below
Quick Checklist
Before contacting support, confirm:
Microsoft Authenticator disabled
iRestore / Lever360 app permissions removed
Browser cache cleared
Signed back into Lever360
Accepted Microsoft permissions
Tested sending email
Need Help?
If the issue persists, contact your IT department and provide this message:
"Error: Access is denied when sending emails through Lever360."
Support
💡 Need help? Contact support or reach out through Lever360’s help resources.
📧 Support Email: [email protected]
📞 Help Desk: 561.337.2900 x 2
📚 More Guides: https://docs.lever360.com/en/