The most common errors are due to incorrect setup. Please delete the account from your email program, then recreate it while following the instructions provided for your email program.
Email accounts will not work if there are any issues with your domain. For example, your email will not work if:
- You have not yet set the DNS nameservers with your domain registrar
- Your domain has expired
- Your site was recently reactivated
- Your domain was just purchased and the domain is not yet resolving to your website
Failed Authentication, or repeatedly being asked to login -
Typically this is due to incorrect account information being entered for your email address.
- For 'username' please enter your full, complete email address, for example email@example.com.
- If there's a possibility you have gotten the password incorrect, you may set a new password for your email account via 'Edit Site' -> 'Domain & Email' -> on the left-hand menu click on 'Email' -> click on 'Edit' beside the email address. Note that the asterisks displayed will not change even if the length of your password is different.
- The incoming mail server (POP3) should be mail.[HOST.NAME].
- The outgoing mail server (SMTP) should be mail.[HOST.NAME].
The connection to the server has failed and SMTP Port 25 is mentioned -
Most likely your Internet Service Provider is blocking port 25 for any use other than your ISP email accounts. Please contact your ISP to receive the information for which outgoing mail server to use and which port.
You may be able to resolve this by changing the outgoing mail port to 587. If you're not sure how to do that, you can go back through the Knowledge article for your email program (they're listed under Edit Site -> Domains & EMail -> Email (on the left) and where it normally says to set the port to 25, just enter 587).Your Anti-Virus or Firewall software may be interfering with your connection.
Solution: temporarily disable your anti-virus or firewall software, and try sending an email again. If you are able to send the email, your anti-virus software is the culprit and you can go through your anti-virus settings to disable the feature that is causing problems. If you still have issues sending, the problem is elsewhere.
Your Outgoing mail settings could be wrong. This normally results in an error message that refers to 'Relay Access Denied'.
Solution: Review the Knowledge Base article you used to set up your email program originally, paying special attention to the last few settings. Every email program is a little different, but most have an option similar to 'My Outgoing Mail Server requires Authentication'. That settings needs to be enabled, and it needs to be using the same email address and password that you use to receive emails (those can be set under Edit Site -> Domains & EMail -> Email)
For your reference, these are the ports that you can connect to our Outgoing Email servers (SMTP) on:
Outgoing Mail Ports:
25 (Disable SSL security)
587 (Disable SSL security)
465 (Enable SSL security)
This is frequently experienced when travelling, due to your hotel's Internet Service Provider requiring different connection settings than your home Internet Service Provider. If you are travelling, we recommend checking your email online using webmail: http://mail.[host.name]
Relay access denied -
- The outgoing (SMTP) server must authenticate you - double-check the instructions for your email client as to whether 'My outgoing server requires authentication' needs to be checkmarked.
NOTE: If you have a custom outgoing mail server due to your ISP's requirement, please contact them as to whether or not server authentication is required.
- The email message you are trying to send contains an attachment that is not allowed, such as an .exe file. When sending attachments it is recommended to first zip your file(s) and then attach the one zip file.
- The mail server experienced too many errors. Please wait a few minutes and try to send your message again.
If you are still unable to send or receive email, please submit a ticket to the Support Team with the following information:
- The full email address.
- The password for the email address.
- The complete contents of the error message you are receiving, including any and all error numbers.
- The email program you use to check your email account.
- The Internet Service Provider you use to connect to the internet.
- Any internet security configuration you have set up, such as anti-virus and firewall programs.