Can’t send or receive email: troubleshooting

Step 1: Test in webmail

Log in to webmail with the same address and password.

• Webmail works, but the app doesn’t: the problem is your app’s settings. Go to step 3.
• Webmail doesn’t work either: go to step 2.

Step 2: Check the account and domain

• Wrong password? Reset it, and type it in rather than pasting.
• Domain expired? Check Domains → My Domains in the Client Area. Email stops when the domain expires.
• Unpaid invoice? A suspended service stops email. Check Billing → My Invoices.
• New domain or recent change? Allow time for propagation.

Step 3: Check app settings

Compare every field with the server settings: the full email address as the username, the correct server names, ports and encryption, and outgoing authentication switched on. If in doubt, remove the account and add it again.

Can receive but can’t send?

• Check the outgoing (SMTP) port and that authentication is on.
• Your internet connection’s IP address may be blacklisted. See Emails rejected: your IP is blacklisted.
• Try sending from webmail. If that works, the issue is your app or network.

Can send but not receive?

• Is your mailbox full?
• Ask the sender for the bounce message they got back. It explains the reason.
• Check your Spam/Junk folder, and any filters or rules that move mail.

Your email bounced back?

Read the bounce message. Common causes are:

• “User unknown” or “Address not found”: a typo, or the recipient’s address no longer exists.
• “Mailbox full”: the recipient needs to free up space.
• “Blocked” or “listed”: see IP blacklisted.

Still stuck? Open a ticket with the email address, the exact error or bounce message, and whether it happens in webmail too.