My email is not working I cannot send/receive emails

Are you having problems sending or receiving email using your POP based email client such as Microsoft Outlook or Windows Mail?

Before the Helpdesk can investigate further, please use the following guide to resolve 99% of all email client problems.

We know you have already performed many checks but this guide will help identify the problem faster by ironing out the most common email client configuration problems.

Verifying basic domain email functionality using Webmail

  1. Do you get the Webmail login prompt when you go to http://webmail.yourdomain.co.uk? If not, there is a problem with your domain name, nameservers or hosting account. Contact the Helpdesk immediately.
  2. Have you setup a Mailbox? If not, go to Setting up your First Mailbox
  3. Can you send and receive email using Webmail? eg. webmail.yourdomain.co.uk? If not, double check your Mailbox username and password. If you cannot login it is a problem with your Username or Password.
  4. If you can send and receive email using your Mailbox with Webmail then we now know the problem is related to your email client eg: Microsoft Outlook or Windows Mail. Investigate further below.

Incoming mail problems using your email Client

Are you having problems receiving email? If you can receive email in Webmail but not in your Email Client then we know that the problem is related to one of the following:

  1. Verify your basic Email client setup using the Windows Mail set up guide.
  2. Your incoming mail server (POP server) is incorrect. It should be in the format: mail.yourdomain.co.uk
  3. Your mailbox name is wrong. It should be in the format: prefix@yourdomain.co.uk
  4. Your mailbox password is wrong. You need to use the same password as you would for webmail.
  5. You have SSL enabled in your email client, this has to be disabled/unchecked. (see here)
  6. If you are still stuck, contact the Helpdesk providing details such as your domain name, your mailbox name, your mailbox password and a copy of your Email Client account settings page.

Outgoing mail problems using your email Client

Are you having problems sending email? If you can send email in Webmail but not in your Email Client then we know that the problem is to do with the following:

  1. Verify your basic Email client setup using the Windows Mail setup guide.
  2. Your outgoing mail server (SMTP server) is incorrect. See SMTP Server Help for best server to use.
  3. Your POP mailbox name is wrong. It should be in the format: prefix@yourdomain.co.uk
  4. Your mailbox password is wrong. You need to use the same password as you would for webmail.
  5. You have SSL enabled in your email client, this has to be disabled/unchecked. (see here)
  6. Your IP address is blocked in the Spam lists. You will see this in the error message reported by your client. Plesk contact the Helpdesk with the exact error message so we can investigate further.

If you are still stuck, contact the Helpdesk providing details such as your domain name, your mailbox name, your mailbox password and a copy of your Email Client account settings and an exact copy of your error message.

See other related guides:

Was this helpful?
My email is not working I cannot send/receive emails written by UKC average rating 3.7/5 - 3 user ratings

Related Posts: