There are many possible causes of email problems. Some are easily identified, while others require further investigation. Below are some of the most common email issues and their solutions.
Before You Begin
Before troubleshooting your email application or device, we recommend logging in to Webmail to check whether the issue exists there.
You can access Webmail using either:
- webmail.yourdomain.com
- yourdomain.com/webmail
If your emails are visible in Webmail, this usually indicates that the issue is with your email program or device settings rather than the mailbox itself.
I Can't Send or Receive Email
If you are unable to send or receive emails, there are a few possible causes.
1. Check Your Internet Connection
First, make sure you can connect to the internet. If you are unable to access websites such as Google or BBC, the issue is likely with your internet connection.
Try the following:
- Restart your router.
- Restart your computer.
- Contact your Internet Service Provider (ISP) if the problem continues.
2. Check Your Email Settings
If your internet connection is working, check your email account settings. These are usually found under File → Account Settings (or under Tools or Preferences in some applications).
Your settings should look like this:
- Username: Your full email address
- Password: Your email account password
- Incoming Server: mail.yourdomain.com
- Incoming Port: 993 (IMAP SSL) or 995 (POP3 SSL)
- Outgoing Server: mail.yourdomain.com
- Outgoing Port: 587
Note: We recommend using SSL/TLS encrypted connections where possible. Most modern email applications will automatically detect these settings.
3. Check Outgoing Authentication
Ensure that SMTP Authentication or Authentication Required is enabled for the outgoing mail server. Without this option enabled, email sending will fail.
4. Recreate the Mail Account
If the issue continues, try removing and re-adding the email account.
Important: On Apple devices, removing a POP3 account may permanently delete locally stored mail.
Still Having Problems?
Make a note of any error messages and contact support for further assistance.
I Can Receive Email But Can't Send
If you can receive emails but are unable to send them, try the following checks.
1. Verify Your Outgoing Port
Many email programs set the outgoing port to the default value of 25. Some internet providers block this port, which can prevent emails from being sent.
We recommend changing the outgoing port number to 587.
2. Check SMTP Authentication
Some email programs (particularly Apple Mail) describe outgoing credentials as optional. However, they are required.
Make sure:
- Your full email address is entered as the username.
- Your password is entered correctly.
- Authentication Required is enabled.
The outgoing server settings should be:
- Outgoing Server: mail.yourdomain.com
- Outgoing Port: 587
Still Not Working?
Record any error messages displayed and contact support.
I Can Send Email But Can't Receive
If you are able to sned emails but are having trouble receiving, the following steps should be taken.
1. Send a Test Message to Yourself
Send an email from your account to your own email address. If a bounceback message is returned, note the error message.
2. Check Your Disk Usage
The most common cause of receiving failures is exceeding your mailbox disk quota.
When the mailbox becomes full, incoming messages are rejected, although outgoing messages may still work normally.
To resolve this:
- Delete unwanted emails from the server.
- Purchase additional disk space.
3. Remove Mail from the Server
Log in to Webmail and delete any unwanted messages.
Simply deleting mail from your computer may not remove messages from the server.
Please note that deleted emails cannot normally be recovered.
4. Verify Incoming Mail Settings
- Incoming Server: mail.yourdomain.com
- Incoming Port: 993 (IMAP SSL) or 995 (POP3 SSL)
- Username: Full email address
- Password: Email password
Note: We recommend using SSL/TLS encrypted connections where possible. Most modern email applications will automatically detect these settings.
Need Further Help?
Make a note of any error messages and contact support.
Some of My Emails Are Missing
If expected emails are not arriving or messages appear to be missing, there are several possible causes.
1. Check Webmail
Log in to your webmail account and check whether the missing messages have arrived there.
You can access Webmail using:
- webmail.yourdomain.com
- yourdomain.com/webmail
2. Check Your Email Application
If the email appears in Webmail but not in your email application:
- Check for mail rules or filters.
- Check all folders, including Junk and Archive folders.
- Ensure messages are not being moved automatically.
3. Check With the Sender
If the email is not visible in Webmail, ask the sender whether they received a bounceback message.
If contacting support, provide:
- Sender's email address
- Approximate time sent
- Email subject line
We can then investigate spam filtering and mail delivery logs.
Problems may also occur at the sender's side. If this is the case, we will have no record of any emails sent to your address and the sender should contact their provider for assistance.
I'm Getting a Disk Quota Error
A disk quota error means your mailbox or hosting account has reached its storage limit.
When this happens, you may still be able to send emails, but new incoming mail will be rejected.
Available Solutions
- Delete unwanted emails from the server.
- Purchase additional disk space.
Deleting Messages
Log in to your webmail account and remove any emails you no longer need.
Simply deleting messages from your computer may not delete them from the server.
Please note that deleted emails cannot normally be recovered.
Additional Storage
Additional disk space can be purchased through your customer portal. Please allow up to one hour for storage upgrades to apply.
I'm Receiving Bounceback Emails That I Didn't Send
If you're receiving lots of undeliverable or bounceback emails for messages you didn't send, there are two common causes:
- Your email account password may have been compromised.
- Someone may be spoofing your email address.
Email spoofing is when a scammer sends emails using your address as the sender without actually logging into your account. In these cases, your account may still be secure.
To be safe, we recommend changing your email password as soon as possible and reviewing your account for any unusual activity.
We also recommend:
- Running a virus or malware scan on all computers and devices that access the email account.
- Updating the password on every phone, tablet, computer, and email application that uses the account.
How Does This Happen?
Email accounts can become compromised for several reasons, including:
- Using weak or easy-to-guess passwords
- Clicking links or opening attachments in suspicious emails
- Visiting malicious or unsafe websites
Email spoofing, on the other hand, does not require access to your account. Attackers simply forge your email address to make messages appear as though they came from you.
How to Protect Your Account
Using a strong, unique password is one of the best ways to protect your email account. If needed, you can generate a secure password directly within cPanel.
If you're concerned about email spoofing, our support team can advise on additional security measures that may help protect your domain.
Our mail systems are monitored around the clock, and any suspicious activity is investigated as quickly as possible.
I'm Receiving Duplicate Emails or Old Emails Again
Duplicate or repeatedly downloaded emails are usually caused by configuration issues.
1. Check Mail Rules
Review any mail rules or filters and remove any that are no longer required.
2. Check Other Devices
If the account is configured on multiple devices, ensure they all use the same mail protocol.
Using POP3 on one device and IMAP on another can sometimes cause duplicate messages or repeated downloads.
If necessary, remove and recreate the account using the same settings across all devices.
Still Receiving Duplicate Emails?
If the issue continues, please contact support and we will investigate further.
Still Need Help?
If you've worked through the steps above and are still experiencing issues, please contact our support team.
To help us investigate more quickly, please include:
- The email address affected
- Any error messages displayed
