Fix common email problems

This article covers the email problems we see most often with business mailboxes, and how to fix most of them yourself in a few minutes. Jump to the section that matches what you see.

Start with a quick check

1. Try a second device. If mail works on your phone but not on your laptop, the mailbox is fine and the laptop’s settings are the problem.
2. Write down the exact error message, or take a screenshot. It usually points to the cause.

Wrong password or login failed

• Use your full email address as the username.
• Type the password again. Watch for Caps Lock, phones that turn the first letter into a capital, and extra spaces when you paste.
• Changed your password? Update it on every device. Many mail servers temporarily block an address after repeated failed logins from an old device.
• Forgot your password? Ask us to reset it.

Ports and encryption

Most connection errors come from a port that does not match its encryption type. These pairs work:

Server	Port	Encryption
Incoming (IMAP)	993	SSL/TLS
Outgoing (SMTP)	465	SSL/TLS
Outgoing (SMTP)	587	STARTTLS

Avoid port 465 with STARTTLS, port 587 with SSL/TLS, and unencrypted ports such as 143 or 25. The full settings are in Log in to your email with IMAP.

You can receive but not send

1. Check that the outgoing server requires authentication, with the same username and password as incoming.
2. Check the port and encryption pair in the table above.
3. Try another network, such as mobile data. Some hotel and public Wi-Fi networks block outgoing mail.
4. Read any bounce message. It says why the message was refused.

You can send but not receive

1. Check your Junk or Spam folder, and any rules that move mail.
2. Check that every device uses IMAP. An old computer set up with POP can download new mail and delete it from the server.
3. Check that your mailbox is not full (see below).
4. Recently moved your domain or changed its DNS? Your mail may be routed to the wrong place. Contact us so we can check.

Mailbox full

When your mailbox reaches its limit, new mail bounces back to the sender with a message such as “mailbox full” or “quota exceeded”.

1. Sort your mail by size and delete large attachments you no longer need.
2. Empty the Trash and Junk folders. Deleted mail takes up space until the Trash is emptied.
3. Archive old mail you want to keep on your computer.

If you need more space, ask us about the options.

Your email lands in spam

Receiving servers check three records in your domain’s DNS to decide if a message really comes from you:

• SPF: a public list of servers that may send email for your domain.
• DKIM: a digital signature on every email, checked against a key in your DNS. It proves the message came from your domain and was not changed on the way.
• DMARC: a policy that tells receivers what to do when SPF or DKIM fails (deliver, mark as spam, or reject) and where to send reports.

To check them, send an email to a Gmail address, open it in Gmail on the web, open the three-dot menu and choose Show original. You want PASS for SPF, DKIM and DMARC. If one fails, contact us: these are DNS records we can fix.

Warning: Newsletter tools, booking systems and website forms that send email from your address must also be included in SPF and DKIM. This is a common reason for mail ending up in spam. Tell us before you connect a new tool.

Certificate warnings

A warning that the server’s identity cannot be verified usually means the server name in your settings does not match the server’s security certificate.

1. Use the exact server name from your welcome email.
2. Check that the date and time on your device are correct.

Warning: Do not permanently accept a certificate you do not know, especially on public Wi-Fi. Contact us instead.

Phone and laptop out of sync

• Make sure every device uses IMAP. Remove any POP account and add it again as IMAP.
• Check that Sent, Drafts and Trash point to the folders on the server. Apple calls this Mailbox Behaviors, Thunderbird calls it Copies & Folders.
• Phones fetch mail on a schedule to save battery. Pull down to refresh, or fetch more often.
• Still out of sync? Remove the account on that device and add it again. With IMAP your mail lives on the server.

Note: Folders stored only on a device (such as “On My iPhone” or “Local Folders”) are not on the server. Move anything you need out of them before you remove an account.

Still not working?

Send us your device and email app, the exact error message or a screenshot, whether sending or receiving fails, and when it started. See Get help fast.

Next steps

• Log in to your email with IMAP
• Get help fast
• Connect your domain