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Email: Common Email Problems

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In this article, we will cover common email problems and how to troubleshot them.

  • Can’t Read Emails
    • There can be a large number of reasons that may cause you not to be able to read emails. Here are the most common.
    • Incorrect Username
      • Most email clients only put the first part of the email address (e.g. john rather than john@example.com) as the username. Our email servers require the full email address as the username.
    • Trying to use SSL on non-ssl ports
      • If you wish to use SSL for your incoming emails, please make sure you are using one of the following ports:
        • POP3-SSL: 995
        • IMAP-SSL: 993
    • Wrong Ports for non-ssl
      • If you are not using SSL, make sure you are using one of the following ports:
        • POP3: 110
        • IMAP: 143
    • Host/Server
      • Make sure you are using the correct server for incoming emails. In most situations you can use mail.example.com (where example.com would be your domain).
  • Can’t Send Emails
    • SMTP Authentication
      • Our email server require SMTP authentication for any emails to be sent. This is normally enabled in the advanced settings section of your email client.
    • Incorrect Username
      • Most email clients only put the first part of the email address (e.g. john rather than john@example.com) as the username. Our email servers require the full email address as the username.
    • Trying to use SSL on non-ssl ports
      • If you wish to use SSL for your outgoing emails, please make sure you are using following port:
        • SMTP-SSL: 465
    • Wrong Ports for non-ssl
      • If you are not using SSL, make sure you are using the following ports:
        • SMTP: 25
        • Alternate SMTP: 2525 OR 26
    • Host/Server
      • Make sure you are using the correct server for outgoing emails. In most situations you can use mail.example.com (where example.com would be your domain).

Still have a question? Or need help?
See an error in this article or want to suggest a missing topic? Please leave us a comment below! If you need technical support with your account, please email us, chat live with a representative, or call us!

4 Comments

  • The outgoing port 25 simply does not work, it has to be 2525. Is there any way in which port 25 can be used.? port 2525 is just too strange/different from all other hosting email setups. Clients with existing phones, tablets and pc with port 25 etc will not understand this.

    • Hi Gary,

      Port 25 is open on our servers, and working normally. 2525 is open as well because a lot of ISPs will block connections to port 25 for any mail server but their own. It is possible you are hitting this block. Just to make sure though, would you mind opening a ticket with our support team, with the error message you are seeing when using port 25? You can open the ticket from within BackStage, using the Support link there.

  • Hi, is it possible that IMAP does not work properly on Mavericks? Some of my clients are expiriencing huge problems on MacMail. It seems that the system does not accept mail.domain.org as an SMTP for outgoing e-mails. Is there an other possibility than IMAP?

    • Hi Daniela,

      It should work normally, regardless of the mail client. It may be related to the MX record you have set – if you have the mail. record set to something else, or even not present, then it would error out. If you want to open a chat session with one of our techs, or a ticket, we can certainly take a look for you.

      I would also like to point out that if mail.yourdomain.org is working for incoming, then your ISP may be blocking the connection. Try setting the outgoing port to 2525 (rather than the default of 25), and test it again.

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