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I Can't Send Emails

 
This article provides general troubleshooting steps if you are not able to send emails from either Webmail or Mail Client.

Before you troubleshoot, make sure that your email is hosted on our server and your hosting account is in good status. If your hosting account is suspended, please contact us


For Customers Using Webmail

Getting this error message when you try to log in to Webmail?
"Email address or password is incorrect"
  1. Try again. Make sure to enter your complete email address (such as john@example.com) and your case-sensitive password.
  2. If that doesn't work, then reset your email account password.
  3. And if you're still getting this error message after a few or more failed login attempts, it's possible your IP has been temporarily blacklisted to stop what seems like suspicious activity. Wait two hours, and then try to log in again.
Once you're logged in, click Compose and send a test message to the same email address you're sending from. The sender and recipient should be the same.
  • After clicking Send, did you get a bounceback message? Check out Common Email Bouncebacks
  • Did the message fail to arrive at its destination?
If yes, wait five minutes, then check for new messages again. If it still hasn't arrived, check your email filters to make sure it wasn't moved to another folder. You may also check your spam or junk folder
 
If you did not get a bounceback message, have already checked your email filters and yet the message failed to arrive at its destination, please contact us
 

For Customers Using Mail Clients

This also applies to customers who's email accounts are configured on their tablets or mobile devices. 
  1. Send a test message to the same email address you're sending from. The sender and recipient should be the same.
  2. Did you get an error message when you tried sending an email? 
    • "Authentication failed" Double-check your username which must be your email address (such as john@example.com) and case-sensitive password. Then try sending an email again
    • After clicking Send, did you get a bounceback message? Check out Common Email Bouncebacks
  3. Did the message fail to arrive at its destination? Wait five minutes, then check for new messages again. If it still hasn't arrived, check your email filters to make sure it wasn't moved to another folder. You may also check your spam or junk folder.
  4. Ensure that you have the correct outgoing email settings. See article, Email Client Setup for more information.
  5. Unblock the ports in your local firewall or use a different ISP. 

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