Cannot Connect to an iCloud Account

The iCloud email address should have the @icloud.com, @me.com, or @mac.com domain name. 

Apple requires third-party apps (like Spark) to use app-specific passwords with iCloud accounts. An app-specific password is a single-use password you generate on the Apple ID webpage and paste into the password field to log in to Spark.

1. Enable the two-factor authentication

To generate an app-specific password, make sure you have two-factor authentication enabled. You can find detailed instruction in this article by Apple.

2. Add your iCloud account to Spark

Please check the network connection on your device. If you use a VPN, we can’t guarantee Spark will work properly. The quality of the performance via VPN solely relies on the servers of the VPN network. For this reason, we recommend you turn the VPN off.

Some organizations enable a firewall to prevent access to certain websites from their networks. Ask the administrator if access to Spark (as the third-party email application) is allowed. Alternatively, you can try to connect to a different network.

Please make sure you add your iCloud IMAP account address, not an iCloud alias. You can check your email address in Mail on iCloud.com (click on the Settings icon at the bottom right > Preferences > Accounts).

To add your account to Spark:

1. Open Spark Settings.
2. Select Accounts > Add Account.
3. Enter your iCloud email, which ends with @icloud.com, @me.com, or @mac.com.
4. In the password field, you need to paste the app-specific password, not the standard password from your account. Click the Generate button next to Generate an app-specific password.
5. You will be directed to the Apple ID webpage. Sign in as usual.
6. In the Security section, click Generate Password.
7. Enter the password label, e.g. “Spark” and click Create.
8. Copy this password.
9. Return to Spark, paste the password you generated in the password field and click Add.

If your iCloud account is the first one you try to add to Spark, launch the app and click Start Using Spark. Enter your iCloud email address, tick the checkbox to agree with Spark Terms of Use and the Privacy Policy, and click Next.

Then, generate and paste an app-specific password as described above.

3. Contact our support team

If you’re experiencing issues adding your iCloud account, we are happy to help you personally.

1. Open Spark Settings.
2. Select Support and click Send next to Diagnostics information.
3. A new email window will appear. In the Subject: line, write “Cannot connect to iCloud.” We need this email subject to provide you with a quick, personal reply.
4. In your message, write the email address you’re trying to log in to and attach a screenshot with the error message appearing when you try to add an account.
5. Send an email, and our support team will get in touch to solve your problem.

Spark automatically attaches a .zip file with the application logs to your email. We need the logs for our investigation. This file may contain some sensitive personal data, and we assure you we’ll treat it as confidential information.