Global Email Settings determine how ftwilliam.com sends emails for each module (e.g., 5500, Documents), including invitations, reminders, signature requests, and automated confirmations. Configure these settings per module tab.
Access the Global Email Settings screen by selecting:Wolters Kluwer logo → Administrative Tasks → Portal/Workflow → Global Email Settings
NOTE: Configure these settings per module tab. Only Master Admin User and Designated Admin roles can change these settings.
Quick Links
Field Descriptions (Return to top)
Below are the common email-related fields you may see across modules in the Global E-mail Settings (GES). Please note that each module has a slightly different configuration or listing order but the descriptions below apply to all where applicable.
Custom Language (top)
Allows personalized text to be included in email invitations sent from each module. When this setting is enabled (Yes), the custom message entered will automatically replace the !@!CustomLanguage placeholder in the default email template.
⏱ When it applies: This setting is configured in each module and affects only the invitations generated in that specific module.
✅ Uses: This feature is useful for tailoring messages to provide instructions, context, or a personal touch to individual clients.
Where to View Custom Language: The custom language is specific to each Portal User. If the portal user does not have custom language entered into the Edit Portal User window for that module, the template will not populate additional text.
Confirmation Emails (top)
When this setting is enabled (Yes), ftwilliam.com automatically sends an email notification when a client completes certain actions—such as submitting a census, downloading documents, or e‑filing a form.
⏱ When it applies: Confirmation emails are determined on a per‑module basis and may follow different rules depending on the module selected.
How recipients are determined (general rule):
Confirmation emails will typically be sent to one of the following:
- The Plan Administrator listed on the Edit Plan screen
- The Master User on the account, if no Plan Administrator is listed
For specific routing rules:
Because confirmation logic varies by module (e.g., 5500 workflow grids, Documents confirmation overrides, editable confirmation fields), please use our Confirmation Email Assistant Tool for exact recipient determination based on your configuration.
Name Change Emails (5500 only) (top)
Sends an alert to the plan administrator if a Portal User changes their signature name on a Form 5500/SF/EZ before signing.
⏱ When it applies: Only for 5500 filings where portal signing is enabled.
✅ Uses: Helps detect unintended or unauthorized signer name changes before the form is finalized.
Use Direct Signing Link (5500 only) (top)
Allows Portal Users to sign their Form 5500 directly through a secure, individualized link included in the email invitation.
⏱ When it applies: When set to Yes, the invitation includes a direct link to the specific filing.
✅ Uses: Ideal for administrators or sponsors who prefer not to manage portal credentials.
⚠️ Limitations:
- If a Portal user has permissions to view or e-file the 8955-SSA, Direct Link is bypassed and the user will be required to log into the portal to complete the 5500 filing. This is a safety measure put in place as the 5500 filing information is public but the remaining items on the portal may contain sensitive information such as Social Security numbers.
From Name / Editable (top)
Defines the display name shown in the From field of emails sent from the system when using Specify a Server.
⏱ When it applies: Active and a required field only when the module is set to Specify a Server as the E-mail Sending Method.
✅ Uses:
- Supports company branding or personalizing communications.
- If Editable = Yes, administrators may replace the default From name and/or From e-mail address for a specific portal user (updated in the selected module tab on the Edit Portal User screen).
Reply To / Editable (top)
Specifies the email address that receives replies when Portal Users respond through their own email provider (such as Outlook or Gmail).
This does not affect confirmation emails.
⏱ When it applies: Only used when recipients reply outside the portal.
✅ Uses:
- Ensures replies go to the appropriate monitored inbox.
- Supports multiple email addresses separated by commas or semicolons.
- If Editable = Yes, this can be overridden per invitation.
CC / Editable (top)
Adds visible copy recipients (CC) to emails sent to Portal Users.
⏱ When it applies: Used only for emails sent to Portal Users; does not apply to confirmation emails.
✅ Uses:
- Helpful when additional team members need visibility.
- Supports multiple addresses.
- If Editable = Yes, CC can be changed or added during invitation preparation.
BCC / Editable (top)
Adds hidden copy recipients (BCC) to emails sent to Portal Users.
⏱ When it applies: Used only for Portal User invitations, not confirmation emails.
✅ Uses:
- Allows silent internal tracking of communications.
- Supports multiple addresses.
- If Editable = Yes, administrators can modify BCC per invitation.
E-Mail Sending Method (Return to top)
The E‑Mail Sending Method controls whether emails are sent manually by a user or automatically from a shared company address, and determines whether batch and automated features are available.
Preparer’s Email Program (top)
What it is:
ftwilliam.com creates the email content and opens a draft in the preparer’s default desktop email application (e.g., Outlook, Thunderbird, HCL Notes). The preparer reviews/edits the message and sends it manually. When, for example, you invite a portal user to sign a Form 5500 and select “Click to open email,” a draft opens in your default email app using the specified template.
Typically used by:
- Smaller offices or teams without centralized IT support
- Users who prefer to edit each outgoing message
- Workflows sending invitations individually, not in batches
- Firms that do not need server‑based automation
Configuration (on the user’s computer):
- Set the default email program in the operating system (not inside ftwilliam.com):
Start Menu → Settings → Apps → Default Apps → Email - If the correct app already appears, reselect and save to ensure the setting applies.
✅ Best for: Low‑volume sending, personalized messages, and teams without IT support
⚠️ Limitations:
- No batch or automation—delivery relies on the local email app
- Emails send from the preparer’s personal address
- Requires the user’s desktop email application to be available and configured
⏱ When to use: Choose this method when you want manual, one‑by‑one sending with per‑message editing.
Specify a Server (Return to top)
What it is:
ftwilliam.com sends emails automatically from a single, shared company email address via your mail server using SMTP or OAuth. Selecting Specify a Server reveals the additional server and authentication fields needed for delivery (explained later in SMTP & OAuth Configuration).
Typically used by:
- Firms wanting a single, standardized sender identity
- Automated workflows and batch sending
- Environments that need consistent branding or centralized delivery
- Modules/features that require server‑based sending for workflow automation
Configuration (high‑level):
- Enter the fields required by your provider: SMTP Server, SMTP Port, Secure Connection type, and (if OAuth) OAuth Client ID/Tenant ID/Client Secret.
- See SMTP & OAuth Configuration additional information.
✅ Best for: Most firms—supports standardized sender identity, batch sending, automation, and consistent branding across all messages
⚠️ Limitations:
- Requires server configuration; incorrect settings prevent delivery
- Your firm's internal IT involvement is often needed (especially for OAuth and policy‑controlled environments)
⏱ When to use: Recommended for most firms and required for batch workflows and other automated scenarios.
NOTE: Configure the email sending method per module tab and use only one method per module.
❗ Batch features require Specify a Server.
SMTP Configuration (Required for Specify a Server) (top)
These selections are only applicable with the Email Sending Method is set to Specify a Server. You’ll enter your provider’s server details and choose a Secure Connection type.
NOTE: Complete only the fields that match the method you choose (SSL/TLS vs OAuth).
SMTP Server / SMTP Port (top)
Send email through your organization’s outgoing mail server using SMTP.
- SMTP Server — The outbound mail server address
(examples: smtp.office365.com, smtp.gmail.com) - SMTP Port - The port used to connect to the server
- 587 - Most commonly used
- 465 - Used by some providers
- 25 - Legacy or internal relay (not recommended for internet email)
- 2525 - Alternative submissions port supported by some providers
Provided by: Your internal IT team or your email provider.
Why it matters: Enables centralized, automated sending from a shared address when Specify a Server is selected.
NOTE:
- SMTP Server values are also widely published; you can often find the SMTP host and recommended ports with a quick web search (e.g., “ProviderName SMTP server and port”). Always verify what you find online against your organization’s requirements or with IT, as providers may have tenant‑specific or policy‑controlled settings.
- The port does not determine encryption. Choose the encryption/authentication method in the Secure Connection setting.
- Port 25 will be used if left blank. Please contact support if you would like to use a port other than 25, 465, 587, or 2525.
Secure Connection (top)
Choose the encryption/authentication method required by your provider.
- None — No encryption (not recommended and will often fail due to modern security protocols)
- SSL — Secure Sockets Layer
- TLS — Transport Layer Security (modern standard)
- OAuth — Passwordless, token‑based modern authentication (no stored mailbox password)
NOTE: If you’re unsure which to use, contact your IT or your email provider.
Many Microsoft 365 tenants now prefer TLS or OAuth; basic username/password may be restricted.
If Secure Connection = None, SSL, or TLS (username + password) (top)
Selecting None, SSL, or TLS as the secure connection will enable the Username and Password fields.
- Username — Usually the full email address (e.g., user@company.com).
- Password — Password for the mailbox used to authenticate the SMTP session.
- If MFA is enabled, you may need an App Password (often 16 characters and different from your regular login).
NOTE: If the secure connection type is altered to OAuth after entering the username and password have been entered, those fields are stored but not utilized until the secure connection type is changed back to None, SSL, or TLS.
If Secure Connection = OAuth (modern authentication) (top)
Selecting OAuth disables the Username and Password fields. With OAuth, email is sent using a secure access token rather than a stored mailbox password.
In this model, an application is registered with Microsoft 365, and the application credentials are used to authenticate when email is sent.
At this time, OAuth in ftwilliam.com is supported only for Microsoft 365 environments. Support for additional email providers may be added in the future.
What you’ll enter in ftwilliam.com
-
OAuth Client ID
The Application (client) ID assigned to the registered application in Microsoft Entra ID. This value uniquely identifies the application that Microsoft 365 recognizes when token requests are made. It is associated with the app registration and does not change unless the application itself is deleted and recreated. -
OAuth Tenant
The Directory (tenant) ID for your Microsoft 365 organization. This value identifies the Microsoft 365 tenant where the application is registered and where authentication is performed. It ensures the OAuth request is directed to the correct organization. -
OAuth Client Secret
The client secret value generated for the application in Microsoft Entra ID. This value functions as a confidential credential used by the application during authentication. Microsoft displays the secret value only at the time it is created, and it cannot be retrieved later; if lost or expired, a new client secret must be generated and updated wherever it is used.
⚠️OAuth values must be entered exactly as issued, including dashes and any special characters. Never modify or “normalize” them.
For Microsoft 365 environments, OAuth‑based SMTP email relies on an application registered under Office 365 Exchange Online with appropriate mail‑sending permissions (such as SMTP.SendAsApp).
❗All application registration, Exchange Online configuration, and related security settings are managed entirely within Microsoft 365. ftwilliam support is unable to assist with the application registration process or any setup that occurs outside of the ftwilliam.com software.
For additional details, refer to Microsoft’s documentation: Authenticate an IMAP, POP, or SMTP connection using OAuth.
Common Mistakes and Fixes (top)
- Emails fail to send → Verify SMTP port and Secure Connection (e.g., 587/TLS).
- Authentication errors → Your provider may require OAuth; switch to OAuth and enter the values.
- Password rejected → If MFA is enabled, use an App Password or migrate to OAuth.
- Batch not available → Ensure Specify a Server is selected (Preparer’s Email Program doesn’t support batch).
To set up Global Emails Settings by Division, you have to be the Master Admin User or a Designated Admin. If you have these designations, the Global Email Settings may be accessed by selecting the Wolters Kluwer Logo, selecting Administrative Tasks> Portal/Workflow> Global Email Settings.
Once on the “Global Email Settings” screen, if divisions are enabled. there will be a drop-down list for 'Select Divisions' to select the division to be updated.
Note: There will be a check box for the guest divisions to 'Use default division' that will be automatically checked. After the division has been selected, follow the steps in the article 'Setting Up Global Email Settings'.
It is recommended that you test your settings before sending invitations to the portal. To test the 5500 Module settings, navigate to the “Global Email Settings” screen and click on “Edit” to the right of either 'Signer Email' or 'Portal Email'.
Enter a valid email address in the “Enter Test Recipient” field and click on “Save and Send Test Email”. If a valid SMTP server has been set up properly, you will receive a message stating “Changes have been saved and a test email was sent to [email address]. The valid email address should receive the test email moments after it was sent (it may take a little longer depending on the server).
The testing options are available on each module tab.
Reasons why the ‘Specify a Server’ settings may not be set up properly:
- There are typos within the settings.
- You have used the IMAP settings instead of the SMTP settings.
- Your email security is too ‘tight’ (this may not allow our servers to connect to your servers).
- The ‘from’ address for a given portal user was overridden, so the from address no longer matches the username/password in the SMTP settings, so the SMTP server refuses to send the email.
*If using Office365 as your server, and are running into issues with sending e-mails, (and you have not updated your settings to OAuth) common issues to check are as follows:
- SMTP AUTH
Confirm with your email administrator that SMTP AUTH is enabled for your account. - Two-Factor Authentication
If enabled, you’ll need to use an app password.
Learn more about app passwords and two-step verification here: Microsoft Support- Account App Passwords - SMTP Limitations
Ensure connections are allowed from our IP addresses:- Primary: 4.149.123.203
- Secondary: 157.55.183.204
- Tertiary: 157.55.183.205
- Restricted Account Access
Some accounts are flagged for access only throughoutlook.office365.com, which prevents local Outlook installations or SMTP connections.
Note: Most email programs will not display the emails sent through the ‘Specify a Server’ program in your sent email. It is recommended that you set up the BCC field within the email settings with your email address. You could then setup a mail filtering rule to move all incoming mail from your email address into your sent folder (you will need to work with your internal IT staff).
It is recommended that you test your settings before you begin sending invitations to the portal. To test the 5500 Module settings, you would go to the “Global Email Settings” screen and click on “Edit” to the right of either “Invite Signers” or “Standard Portal”.
Enter a valid email address in the “Enter Test Recipient” field and click on “Save and Send Test Email”. If you have a valid Preparer’s Email Program, the test email will open/display in your email program.
For the Compliance, Document, Messaging and Notification tabs, there is also a “Select an Email to Edit” box where you can “Edit” and email to “Save and Send Test Email”.
Reasons why the ‘Preparer’s Email Program’ settings may not display:
- You do not have a desktop email program (i.e. Outlook, Thunderbird, Lotus Notes, etc.).
- Your default email text is too large (should be around 2,000 characters).
- You copied/pasted text into the default email and the apostrophes/quotations need to be replaced.
4. Your browser’s email handling program setting needs to be fixed.
When configuring email settings using the Specify a Server selection, you may occasionally encounter error messages when attempting to send an email. These messages typically indicate a configuration, connection, or security-related issue and can often be resolved by reviewing a few common settings.
This article explains frequently encountered SMTP server error messages, what they mean and recommended next steps.
General Troubleshooting Tips
Before reviewing specific error messages, confirm the following basic settings. These steps apply whether you are using standard SMTP authentication or OAuth.
-
Ensure the SMTP server address is entered correctly (example:
smtp.exampleprovider.com) -
Verify the SMTP port matches the requirements of your email provider (commonly
465or587) -
Confirm the Secure Connection option (None, SSL, or TLS) aligns with the selected port
- Some email providers enforce modern security requirements and may not accept unencrypted connections. If the Secure Connection is set to None, the provider may reject the connection. In these situations, configuring the Secure Connection to SSL or TLS is commonly required, depending on the provider’s security policies.
- If using standard SMTP authentication (Not OAuth), verify the username and password entered are correct
-
If using OAuth with Microsoft email accounts, confirm the following fields are populated (rather than username and password):
- OAuth Client ID
- OAuth Tenant ID
- OAuth Client Secret
- Confirm the From email address is populated and valid
If you are unsure which values should be used, or whether changes are appropriate, contact your internal IT team for guidance.
Common Error Messages and What They Mean
Error connecting or logging into the SMTP server
What this means: The system was unable to connect to your SMTP server or log in successfully.
- Incorrect SMTP server address
- Wrong SMTP port or secure connection setting
- Incorrect credentials or expired OAuth configuration
- Firewall or network restrictions blocking the connection
What to do:
- Double-check the SMTP server name, port, and secure connection settings
- If using OAuth, have your IT team confirm OAuth credentials and permissions
- Verify firewall and network access
Error logging into server
What this means: A connection to the SMTP server was made, but authentication failed.
- Incorrect username or password (non-OAuth)
- Expired or invalid OAuth Client Secret
- Authentication required but not enabled
What to do:
- Re-enter credentials if using standard SMTP authentication
- For OAuth, have your IT team review Microsoft Azure OAuth configuration
Blank FROM address
What this means: The email does not have a sender (From) address.
What to do:
- Enter a valid email address in the From field
- Ensure the From address is permitted by your SMTP server or Microsoft tenant
Invalid FROM / TO / CC / BCC address
What this means: One or more email addresses used in the message are not valid.
Common causes:
- Typos or missing characters
- Extra spaces, or formatting issues
What to do:
- Review and correct all email addresses located on either:
- The Global E-mail Settings
- Edit Portal User screen under:
- User Info section (the user's e-mail address)
- Individual module overrides (if enabled on Global E-mail Settings)
- User Info section (the user's e-mail address)
- The Global E-mail Settings
Error messages mentioning the body or envelope
What this means: The SMTP server reviewed the message and rejected it because of how the email was structured or what it contained
Common causes:- Invalid or broken formatting, such as malformed HTML or missing message details
- Extra line breaks, special characters, or content pasted from another program
- Message formatting the receiving email system (SMTP server) can’t process
- Review the email content for formatting issues
- Confirm SMTP security and content filtering settings
Unable to relay
What this means: Your SMTP server does not allow this system to send emails on its behalf.
What to do:- If you are using relay on the SMTP server, ensure the following IP addresses are included in your list of allowed relay client:
- Primary: 198.147.32.158
- Secondary: 198.147.34.158
- If applicable, also review your server’s spam or security filtering service to confirm it is not blocking relay traffic.
EHLO command failed: 220 We do not authorize the use of this system to transport unsolicited, or bulk email
What this means: The SMTP server accepted the connection but rejected the email request because the connection settings do not meet security requirements.
This does not mean you are sending spam. It commonly indicates a mismatch between the SMTP port and secure connection type, or insufficient trust for the connecting system.
What to do:
- Review the SMTP Port and Secure Connection settings
- Confirm required encryption, relay permissions, or OAuth configuration with your IT team
When to Contact Your IT Team
If errors continue after reviewing these settings, contact your internal IT team to:
- Confirm SMTP or Microsoft OAuth configuration
- Validate security, relay, and firewall rules
- Review Microsoft Azure OAuth permissions and credential expiration
Providing the exact error message will help speed up troubleshooting.
To access default language for a particular email, click on 'Edit' in the 'Select an Email to Edit' box for the message type you want to view. Note: You should select the appropriate tab for the software type you are working on (5500s, Compliance, etc.) as each of the default emails will be different for different portal tasks and functions. Also, you may set up templates based on Division, if applicable, by selecting the Division from the drop-down list (the default division is selected by default). As an example, below is an explanation for the 5500 software standard portal emails:
The emails are used as default language for invitations to sign the 5500 filing via the portal (Invite Signers Email); to view 5500/SAR/AFN/8955; edit 5500; and/or upload attachments via the portal (Standard Portal Email).
We have provided default email subjects and sample correspondence that you may customize; clone or hide. It is important that you leave the web-portal link and the 'Username' and 'Password' information in your email (if applicable); however, you may change the placement of these items if you wish (see placeholders below).
- Update Default template language to customize any way you like*
- Hide a Default template (you may not delete the defaults).
- Clone a Default template to create your own template.
*PLEASE NOTE: There are limits on the number of characters that can be used when emails are set to Preparer's Email Program. There are also special characters that can interfere with sending emails. 'Curly' quotation marks or apostrophes should be replaced with straight quotes (" or ').
There are a few features of the standard emails described in more detail below:
Custom Language: Custom language will be completed by language you enter that is specific to a user and filing. For each user you add under the Work with Signers/Portal Users option, there will be a box to add custom language for that user. If you are not sure whether you will use custom language, we would recommend leaving in the "!@!CustomLanguage" text. (If no custom language is entered for a particular user, the placeholder will be omitted.) The placement of the custom language text may also be altered. We have placed this at the beginning of the email since it will allow users to personalize the email.
For Example: Custom language in a template may be used to display the following
"Dear Ms. Smith:
Thank you for the opportunity to assist you with your 5500 filing requirements this year."
HTML option: This option is only available if you use "Specify a Server" under the Email/Server Settings described above. Once you have the box checked for ‘HTML Email?’, then an html editor bar will appear below the Subject line for you to edit the email. You do not need to know html to use this feature.
Testing. We have provided the ability to test your email settings (and html if applicable) for each of the standard emails. Please note that the "!@!CustomLanguage", "!@!Username" and "!@!Password" text will be customized for the user and either left out of the email if blank or filled in with the appropriate information (if there is no custom language the "!@!CustomLanguage" text will not appear).
Reminder signer emails. This option will only become available when "Specify a Server" under the Email/Server Settings described above within the 5500 Tab is set up. To program reminder emails, click "Yes" next to 'Reminders'. You can then select the number of days for reminder emails to be sent. For example, if you choose 3 days, a reminder email will be sent every 3 days from the time the signer is invited to the filing until the filing is signed by the user (if a signer was invited 5 days ago and has not yet signed, this signer would get an email soon after this is updated; whereas a signer invited only one day ago will receive a reminder in two days). The reminder email will be the same text as the signing invitation email except the end of the subject line will include '(Reminder)'.
Optional Email Substitutions.
There are several placeholders that you can insert into an email. To see the full list of possible placeholders for a given email template, click the 'Placeholder List' button on the Edit Template form.
