QUICK ANSWERS

• Check Your Internet Connection
• Access Your Webmail
• Verify Your Email Setup
• Check Domain & DNS Status
• Review Mac Mail Settings
• Troubleshoot Sending & Receiving
• Find Missing Emails

Before investigating email settings, confirm that your internet connection is working correctly.

Open a website such as google.com and verify that it loads successfully.

If you are viewing this page on the same device experiencing the email problem, your internet connection is most likely functioning correctly.

Try logging in to your mailbox through Webmail. If you cannot log in and you are certain that your email address is correct, the issue may be related to your password. In many cases, resetting the password and updating it on all connected devices resolves the issue.

What is webmail and how do I log in?

If Webmail works correctly but your email application does not, the problem may be related to:

• Local network restrictions
• Firewall settings
• Antivirus software
• Device-specific email configuration

Testing Webmail can help determine whether the issue is with the mailbox or the local device.

If incoming mail is working but outgoing messages fail, review your outgoing mail server settings.

Check that:

• The outgoing server is smtp.domain
• The SMTP port is configured correctly
• Authentication settings are enabled
• SSL/TLS is active where required

Incorrect SMTP settings are one of the most common causes of sending issues.

If emails are sending successfully but not arriving in your mailbox, review your incoming mail settings.

Check that:

• The incoming server is mail.domain
• POP is configured on port 995
• IMAP is configured on port 993
• SSL/TLS is enabled

Incorrect incoming server settings can prevent messages from being downloaded successfully.

If an expected email has not arrived, check your:

• Junk folder
• Spam folder
• Spam filtering service
• Deleted items folder

Occasionally, legitimate emails may be incorrectly identified as spam and filtered automatically.

Searching all folders before assuming an email was not delivered can often save time.

New email accounts are often affected by configuration errors.

Common setup issues include:

• The username is not entered as the full email address
• The SMTP port is set incorrectly
• SSL/TLS encryption has not been enabled
• Incoming or outgoing server names are incorrect

Double-check all email settings to ensure they match the recommended configuration.

What are my email settings?

If your domain has recently been registered or configured, DNS propagation may still be taking place.

During this period:

• Incoming and outgoing mail server names may not yet resolve correctly
• Email services may not function immediately
• Propagation can take up to 72 hours in some cases.

Where necessary, the server IP address can temporarily be used until propagation has completed.

Email issues can sometimes occur during a domain transfer.

To minimise disruption:

• Create email accounts before the transfer begins.
• Maintain access to existing mail services during the process.
• Monitor incoming and outgoing mail delivery carefully.

During a transfer, email may temporarily be delivered to both the old and new hosting environments.

If mail issues continue after propagation has completed, MX records may need to be reviewed and corrected.

If Mac Mail has recently started displaying errors, particularly after a software update, check the following settings:

• Automatically detect and maintain account settings is disabled
• Use SSL is enabled
• Authentication is set to Password

After making changes, close the account settings window and reopen it to confirm the settings have been saved correctly.

If you’ve completed the checks above and your email is still not working correctly, our support team will be happy to help.

To help us investigate your issue as quickly as possible, please include:

• Your email address
• Whether you can send, receive, or both
• Any error message you’re seeing (a screenshot is helpful)
• Whether you can access Webmail
• The device and email application you’re using (e.g. Outlook, Apple Mail, Thunderbird or your mobile device)
• Whether this is a new email account, a recently transferred domain, or an existing mailbox that has stopped working

Providing this information when you contact us can significantly reduce the time it takes to diagnose and resolve your email issue.