Email sending and receiving problems
Test webmail first to separate a mailbox problem from an app problem
If webmail can send and receive, the mailbox service is working and the fault is probably in the device or email-client settings. If webmail also fails, check the mailbox, password, quota, domain, DNS and account status before changing the app.
Email diagnostic flow
Note whether sending, receiving, login or all email has failed. Keep the exact error text.
Use the supported webmail address for the mailbox and send a message to and from a separate account.
Confirm the service is active, the mailbox exists, storage is available and the domain has correct mail DNS.
Verify hostname, secure ports, full username, password and SMTP authentication.
I can receive email but cannot send
Check SMTP authentication
Enable outgoing authentication and use the full email address and mailbox password.
Check port and encryption
Use SMTP 587 with STARTTLS, or port 465 with SSL/TLS when the app requires it.
Check the server name
Use the exact supported hostname shown for the mailbox so the connection matches its certificate.
Read rejection messages
Authentication, rate, recipient and reputation errors require different fixes. Keep the complete error without private message content.
I can send email but cannot receive
Check mailbox storage
A full mailbox may reject or defer new mail. Remove unneeded messages or increase the available capacity where appropriate.
Check incoming settings
For current UKC mail, use IMAP 993 with SSL/TLS, or POP3 995 when a POP workflow is intended.
Check MX and DNS
If every sender is affected and webmail receives nothing, confirm the domain’s MX records still point to the intended mail service.
Check filters and forwarding
Review spam folders, rules, redirects and forwarding destinations before assuming the message was never delivered.
What should you send to support?
| Safe and useful | Do not send |
|---|---|
| Mailbox address and affected device or app | Mailbox password |
| Incoming and outgoing hostnames, ports and encryption choices | Authentication codes or recovery codes |
| Exact error text and approximate time | Private message contents unless specifically necessary and redacted |
| Whether webmail works and whether another network was tested | Unrelated account or payment information |
Email problem questions
Why did email suddenly stop working?
Common causes include a changed password, expired or inactive service, full storage, altered DNS, an app update, an incorrect certificate hostname or a network restriction. The webmail test narrows the possibilities quickly.
Why does email work on one device only?
The mailbox service is probably available. Compare the failing device’s server, port, encryption, username and saved password with the working configuration.
Why do some senders fail but others work?
Check the sender’s bounce message. A mistyped address, sender reputation, authentication policy, attachment size or filtering decision may affect only certain messages.
Should I delete and recreate the account in my app?
Not as the first step. Record the current settings and understand where messages are stored. Deleting a POP account or local data can remove mail that is not safely synchronised elsewhere.
Still unable to send or receive?
Contact support with the test results and exact error
Include the safe diagnostic details above so the problem can be routed efficiently.