Email isn’t sending or receiving: what to check first

Check the basics first

1. Make sure your internet connection is working

Try opening a normal website first.

It’s also worth checking that the date and time on your phone or computer are correct, as incorrect device settings can sometimes cause security problems with email.

2. Try webmail

Sign into webmail and try sending a message to another email address.

Then reply to it.

This tells us whether:

• sending is working;
• receiving is working;
• both are working;
• or neither is working.

If everything works in webmail but not in Outlook, Apple Mail or your phone, the mailbox itself is probably fine and the problem is with that particular app or device.

3. Check your password

Make sure you’re using the correct mailbox password.

If the password has recently been changed, you may need to update it for both incoming and outgoing mail.

You may also need to update it on every phone, tablet or computer using that email address.

4. Check whether the mailbox is full

If the mailbox has run out of storage, new messages may stop arriving.

Check your mailbox storage and clear out anything you no longer need, particularly:

• Deleted or Trash;
• Junk or Spam;
• and emails with large attachments.

Also check your Junk folder if you’re waiting for a particular message.

5. Check your email app settings

Compare the incoming and outgoing settings in your email app with the current settings shown in your Client Area.

Make sure:

• the username is your full email address;
• the mailbox password is correct;
• secure connections are enabled;
• and outgoing authentication is enabled.

If you’re unsure, use the setup guide for the app you’re using rather than changing settings at random.

6. Is it only one message?

If everything else works but one message refuses to send, try sending a simple email without any attachments.

Large attachments, unusual file types or a problem with the recipient’s address can cause an individual message to fail.

If you receive an error or delivery report, keep it. It usually contains useful information about what went wrong.

Check filters and forwarding

If messages appear to be missing, check:

• Junk or Spam;
• any filters or rules you’ve created;
• forwarding settings;
• and whether the sender received a delivery failure message.

Sometimes the email has arrived but has been moved somewhere unexpected.

Don’t make the problem bigger

Before you know what the problem is, don’t:

• delete the mailbox;
• remove an email account that may contain locally stored mail;
• switch off SSL/TLS;
• start changing domain or DNS settings;
• or repeatedly reset passwords that you already know work.

If you’re unsure, stop there and get in touch.

Still not working?

Send me:

• the email address affected;
• roughly when the problem started;
• whether webmail works;
• whether sending, receiving or both are affected;
• which phone, computer or email app you’re using;
• and the exact error message if there is one.

If your normal email account can’t send, use the Contact form or another working email address.

Don’t send me your password.