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"Info is incorrect" error when adding a Google account to Windows Phone

Symptoms
When you try to add or sync your Google account on Windows Phone, you receive the following error message:


Google account info is incorrect

Update your account info for
imap.gmail.com:993:1 and tap Save.
Cause
You may experience this problem for one of the following reasons:
  • You are trying to use a Google account that has 2-Step Verification enabled
  • You are trying to use a Google account after July 15, 2014 on a new Windows Phone
  • You are trying to use a Google account after July 15, 2014 on an existing Windows Phone that hasn’t synced with your Google account in more than 30 days
Google has increased security measurements that will block access for Google accounts that are being set up or synced on apps and devices using Basic Authentication after July 15, 2014.
  • Windows Phone builds earlier than 8.10.12359.845 use Basic Authentication and therefore may be impacted
  • Windows Phone builds later than 8.10.12359.845 use Open Authentication (or OAuth) and therefore will not be impacted
Resolution

Update Windows Phone 8 to the latest version

Windows Phone 8 update 8.10.12359.845 and later builds are able to successfully add a Google account to sync email, calendar, and contacts because these builds use increased security measures.

Follow the steps below check your software version and update your phone.
  1. Check the version of your software

    Tap Settings, then About, and then tap More Info. The Software section indicates the general product name used to describe the release (for example, "Windows Phone 8" or "Windows Phone 7.8"). The OS version section indicates the specific build number of the release (for example, "8.0.0000.0" or "7.10.8858.136").
  2. Update your phone's software

    See How do I update my phone software? for information about how to update Windows Phone 8.

Steps to change your Google account settings to allow Basic Authentication

If you set up a Google account on your phone after Google’s increased security restrictions for Basic Authentication (July 15, 2014), you may see an error when your phone tries to add or sync your Google account. If this happens, it's because your phone hasn't been upgraded to the latest version of the Windows Phone 8.1 software.

If you did not (or cannot) update your Windows Phone 8 to build 8.10.12359.845 or later:

Go to Allow less secure apps and choose Allow to let Windows Phone access your Google account.

Note For more information, see Google's help page for "Password incorrect" error.

Steps for Google accounts that have 2-Step Verification enabled

You may see an error when your phone tries to sync your Google account if you have 2-Step Verification turned on. If this happens, it’s because your phone hasn't been upgraded to the latest version of the Windows Phone 8 software.

If you did not (or cannot) update your Windows Phone 8 to build 8.10.12359.845 or later:

If you turned on 2-Step Verification for your Google account, you will have to perform an extra step to sign in to Windows Phone. Some Windows Phone versions can't prompt you to enter a security code when you try to sign in. Therefore, you'll have to create a unique app password to use when signing in to Windows Phone with a Google account that has 2-step Verification enabled.

For more information, see the Google article Sign in using App Passwords.
Nokia Lumia HTC 8X 8S 8XT Samsung ATIV S Google account, Gmail, Google Mail, EAS, Exchange ActiveSync, Google Sync, IMAP, CardDAV, CalDAV, password, two-step verification, TSV, TFA
Properties

Article ID: 2977698 - Last Review: 04/17/2015 23:49:00 - Revision: 2.1

Windows Phone 8 for Consumers, Windows Phone 7 Consumer

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