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Steps to reset Gmail OAuth access for Web Help Desk

This article guides on how to reset Gmail OAuth access for Web Help Desk. The steps are provided to fix some issues when OAuth is not working for the incoming or outgoing email account used on the Web Help Desk email configuration.

First published date

3/26/2026 8:38 PM

Last published date

3/26/2026 8:38 PM

Overview

The steps below help reset the Gmail OAuth access for third-party apps & services in Web Help Desk. There may be a need to reset when OAuth authentication is not working between the Web Help Desk and the email account used in the incoming or outgoing email configuration.

Product section

Web Help Desk

Resolution

Part A – Remove the old WHD connection from your Google Account

  1. Open a browser and go to: https://myaccount.google.com/

  2. Sign in using the same Gmail/Google Workspace account that WHD uses for the incoming mailbox.

  3. In the left-hand menu, click Security.

  4. Scroll down to the section for Third‑party access / Your connections to third‑party apps & services and click Manage access (or open https://myaccount.google.com/connections).

  5. In the list of apps, find the entry for your Web Help Desk app (for example Web Help Desk, WHD, or the name you configured in Google Cloud).

  6. Click that entry, then choose Remove access / Delete all connections you have with <App Name> and confirm.

This removes the old OAuth grant and any refresh token tied to it.

Part B – Re‑authorize Gmail OAuth in Web Help Desk

  1. Log in to Web Help Desk as an administrator.

  2. Go to Setup → E‑Mail → Incoming Mail Accounts.

  3. Edit the Gmail OAuth incoming account you are using.

  4. Make sure Authentication Mode is set to OAuth and that the Client ID and Client Secret fields contain the values from your Google Cloud OAuth client.

  5. Click Authorize. A Google sign‑in/consent window will open.

  6. Sign in with the same Gmail account as in Part A (if prompted).

  7. When Google shows the permissions screen, click Allow to grant access.

  8. Back in WHD, confirm the account now shows as Authorized (green status).

  9. Click Save on the incoming mail account page.

  10. In WHD, open the Email History tab (or check your ticket queue) and verify that new emails are being read and converted into tickets without OAuth/NullPointer errors.