Reconnecting your email

Most problems are something fairly simple such as a changed password or an incorrect setting.

Start with webmail

The easiest first check is to see whether the mailbox itself is working.

Sign into webmail through your Client Area and try sending and receiving a message.

If webmail works, your mailbox itself is fine and the problem is probably with the email app on your phone or computer.

If webmail doesn’t work either, check your mailbox password before changing anything else.

Check your existing account

Before removing or recreating anything:

1. Open the settings for the email address that isn’t working.
2. Check the username is your full email address.
3. If you’ve recently changed the password, update it for both incoming and outgoing mail.
4. Check the incoming and outgoing mail settings against those shown in your Client Area.
5. Make sure secure connections are enabled.
6. Close and reopen the email app, then try sending and receiving again.

If you use the same email account on several devices, remember that a password change may need updating on each one.

Check your mail settings

Your current incoming and outgoing mail settings can be found in your Client Area.

Use the settings shown there rather than guessing or changing ports at random.

For most accounts, you’ll be using IMAP, which keeps your mail synchronised between devices.

If you’re setting the account up from scratch, it’s usually easier to follow the guide for the app or device you’re using:

• Set up email on iPhone or iPad
• Set up email on Android
• Set up email in Outlook
• Set up email in Apple Mail

Seeing a security or certificate warning?

Don’t disable SSL or encryption just to get rid of the warning.

Check the server details against those shown in your Client Area and make sure the date and time on your device are correct.

If the warning keeps appearing, send me a screenshot of the error.

Before removing the account

Only remove and add the email account again if the other checks haven’t worked.

If you have messages, drafts or folders stored only on that device, removing the account could remove them too.

If you’re not sure whether everything is safely stored on the server, stop there and get in touch before deleting anything.

Using Microsoft 365 or Google Workspace?

These instructions are for email supplied as part of hosting with me.

If your business email is hosted through Microsoft 365, Google Workspace or another provider, use the setup details for that service instead.

Still not working?

Send me:

• the email address affected;
• whether you can access webmail;
• what phone, computer or email app you’re using;
• what you’ve already tried;
• the exact error message, if there is one.

A screenshot usually helps.

Don’t send me your password or screenshots containing private email content.