Most email issues happen when an email account is added to an email client. It might be that you entered a setting incorrectly, or that your mail client tried to guess various settings and got them wrong. Either way, the first thing to check is if you are using the correct settings.
What settings you need to use depends on the server that is hosting your email. The incoming and outgoing server is typically the server’s hostname. Our Linux servers are named after fruits, so the name may be something like lemon.active-ns.com or apple.active-ns.com. Our Windows servers are named after colours and have names like green.active-ns.com and yellow.active-ns.com. These are just examples – there are many other fruits and colours!
In cPanel, you can find the settings under Email Accounts » Connect Devices. The below screenshot shows the settings for email@example.com.
Image: cPanel’s ‘Connect Devices’ page.
Please contact us if you are not sure what the incoming and outgoing server name should be.
Email clients that try to guess the mail server’s name typically go for the mail subdomain. For instance, if your domain is example.com your email client might try mail.example.com. This may work if the mail subdomain resolves – that is, if there is a DNS A or CNAME record for the subdomain.
It is very likely that there is a DNS record for the mail subdomain. However, unless the subdomain has an SSL certificate you won’t be able to connect to the mail server securely. In general, we therefore recommend using the server’s hostname as the incoming and outgoing server name.
Another setting to check is the username. Most email clients ask for three bits of basic information: your name (as it will be shown to people who receive emails from you), your username and your password. The username should be your full email address. Some email clients, including Thunderbird, use only the name-part by default – that is, everything before the @-symbol. So, if your email address is firstname.lastname@example.org the username may be truncated to just info. In that case you need to manually change the username.
Obviously, the password has to be correct. If you are seeing an error message along the lines of “wrong username or password” then you need to check if you are using the correct password. An easy way to do that is by trying to log in to web mail for your domain. If the password doesn’t work then you have found the issue, and if the password does work there may be a typo in the password you entered in your mail client.
When you use the mail server’s hostname as the incoming and outgoing server name you can use SSL. In that case your email client needs to connect to specific ports:
Authentication is always required. Without authentication you would connect to the mail server without a username and password. That is not going to work!
Different email clients name these options differently. In general, your settings should look as follows:
As said, different email clients present the settings in different ways. You may need to do an online search to check exactly how your email client needs to be configured. We also got a few guides for specific email clients, including Outlook 2016, Thunderbird and the default iOS mail app.
Your email client’s job is to talk with the mail server. When it is unable to do so you will see an error message along the lines of “unable to reach server” or “connection timed out”. There can be two reasons for this error: your email client might be talking to the wrong server or your IP address might have been blocked by the server.
The first thing to check is if you are using the correct incoming and outgoing server name. It is worth double-checking the settings, in particular if you encounter this error when you are adding an email address to an email client.
A more common reason for the “unable to reach server” error is that your IP address has been blocked. When there are a large number of failed logins from an IP address the server’s firewall marks the requests as malicious, and blocks the IP address. This stops many attacks, but of course not all failed login attempts are malicious. It may simply be a false-positive.
You can check if your IP address has been blocked by opening your web mail in your browser. If the page times out your IP address will almost certainly have been blocked. In that case you can unblock your IP address via your billing acount. Of course, you can also contact us. We can tell you why your IP address was blocked and help troubleshoot the issue.
There is another possible reason for the “unable to reach server” issue. The server may actually not be reachable because it is down. This is unlikely to be the issue, but it is possible. You can always check our server status page or contact us if you suspect there is a server-side issue.
So far we have covered the most common reasons for email issues. There is one more we should mention, and that is TLS. TLS is an encryption protocol that enables your email client to securely connect to the mail server. Very old versions of the protocol have known vulnerabilities and should no longer be used. We stopped supporting these old TLS versions (1.0 and 1.1) in 2018.
All modern operating systems and email clients support current TLS standards. However, if you are using an operating system and/or email client that is no longer maintained then you are likely to find that your email won’t work. You can find a list of supported operating systems in our Email FAQs. If upgrading your operating system and/or email client is not an option then the only work-around is to use web mail.
Hopefully, the above information was helpful. If not, please contact us. We are always happy to help.
When you submit a support ticket, please provide as much information as possible. The more information we have, the quicker we will be able to find and resolve the issue. The following information is particularly useful: