{"id":685,"date":"2010-11-16T13:03:31","date_gmt":"2010-11-16T12:03:31","guid":{"rendered":"https:\/\/www.uk-cheapest.co.uk\/support\/?p=685"},"modified":"2026-08-11T23:00:37","modified_gmt":"2026-08-11T22:00:37","slug":"my-email-is-not-working-i-cannot-sendreceive-emails","status":"publish","type":"post","link":"https:\/\/www.uk-cheapest.co.uk\/support\/my-email-is-not-working-i-cannot-sendreceive-emails\/","title":{"rendered":"Email Not Working? Fix Sending and Receiving Problems"},"content":{"rendered":"\n<div class=\"ukc-organic-guide\">\n<section class=\"ukc-organic-hero\" aria-labelledby=\"email-trouble-answer\"><p class=\"ukc-organic-kicker\">Email sending and receiving problems<\/p><h2 id=\"email-trouble-answer\">Test webmail first to separate a mailbox problem from an app problem<\/h2><p class=\"ukc-organic-lead\"><strong>If webmail can send and receive, the mailbox service is working and the fault is probably in the device or email-client settings.<\/strong> If webmail also fails, check the mailbox, password, quota, domain, DNS and account status before changing the app.<\/p><div class=\"ukc-organic-actions\"><a class=\"ukc-organic-button\" href=\"#email-diagnostic\" data-ukc-organic-cta=\"top\" data-ukc-organic-destination=\"diagnostic\">Start the Email Check<\/a><a class=\"ukc-organic-text-link\" href=\"https:\/\/billing.uk-cheapest.co.uk\/clientarea.php\" data-ukc-organic-cta=\"top\" data-ukc-organic-destination=\"account\">Open My Account<\/a><\/div><div class=\"ukc-organic-facts\"><article><span>WEBMAIL WORKS<\/span><strong>Check the app<\/strong><small>Settings, password or local network<\/small><\/article><article><span>WEBMAIL FAILS<\/span><strong>Check the service<\/strong><small>Mailbox, quota, account or DNS<\/small><\/article><article><span>ONE DIRECTION<\/span><strong>Read the error<\/strong><small>Sending and receiving use different services<\/small><\/article><\/div><\/section>\n<nav class=\"ukc-organic-nav\" aria-label=\"On this page\"><strong>On this page<\/strong><a href=\"#email-diagnostic\">Diagnosis<\/a><a href=\"#email-send\">Cannot send<\/a><a href=\"#email-receive\">Cannot receive<\/a><a href=\"#email-faq\">Questions<\/a><\/nav>\n\n<h2 id=\"email-diagnostic\">Email diagnostic flow<\/h2>\n<div class=\"ukc-organic-flow\"><article><strong>1. Record the symptom<\/strong><p>Note whether sending, receiving, login or all email has failed. Keep the exact error text.<\/p><\/article><span class=\"arrow\" aria-hidden=\"true\"><svg class=\"ukc-arrow\" aria-hidden=\"true\" focusable=\"false\" width=\"1em\" height=\"1em\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" style=\"display:inline-block;width:1em;height:1em;vertical-align:-.125em;flex-shrink:0\"><path d=\"M5 12h14m-6-6 6 6-6 6\"\/><\/svg><\/span><article><strong>2. Test webmail<\/strong><p>Use the supported webmail address for the mailbox and send a message to and from a separate account.<\/p><\/article><span class=\"arrow\" aria-hidden=\"true\"><svg class=\"ukc-arrow\" aria-hidden=\"true\" focusable=\"false\" width=\"1em\" height=\"1em\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" style=\"display:inline-block;width:1em;height:1em;vertical-align:-.125em;flex-shrink:0\"><path d=\"M5 12h14m-6-6 6 6-6 6\"\/><\/svg><\/span><article><strong>3. Check the account<\/strong><p>Confirm the service is active, the mailbox exists, storage is available and the domain has correct mail DNS.<\/p><\/article><span class=\"arrow\" aria-hidden=\"true\"><svg class=\"ukc-arrow\" aria-hidden=\"true\" focusable=\"false\" width=\"1em\" height=\"1em\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" style=\"display:inline-block;width:1em;height:1em;vertical-align:-.125em;flex-shrink:0\"><path d=\"M5 12h14m-6-6 6 6-6 6\"\/><\/svg><\/span><article><strong>4. Check the app<\/strong><p>Verify hostname, secure ports, full username, password and SMTP authentication.<\/p><\/article><\/div>\n<aside class=\"ukc-organic-warning\"><strong>Never send your mailbox password in a support ticket.<\/strong> UKC support can investigate using the mailbox address, non-sensitive settings, timestamps and exact error message. If a password may be exposed, change it.<\/aside>\n\n<h2 id=\"email-send\">I can receive email but cannot send<\/h2>\n<div class=\"ukc-organic-grid two\"><article class=\"ukc-organic-card\"><h3>Check SMTP authentication<\/h3><p>Enable outgoing authentication and use the full email address and mailbox password.<\/p><\/article><article class=\"ukc-organic-card\"><h3>Check port and encryption<\/h3><p>Use SMTP 587 with STARTTLS, or port 465 with SSL\/TLS when the app requires it.<\/p><\/article><article class=\"ukc-organic-card\"><h3>Check the server name<\/h3><p>Use the exact supported hostname shown for the mailbox so the connection matches its certificate.<\/p><\/article><article class=\"ukc-organic-card\"><h3>Read rejection messages<\/h3><p>Authentication, rate, recipient and reputation errors require different fixes. Keep the complete error without private message content.<\/p><\/article><\/div>\n\n<h2 id=\"email-receive\">I can send email but cannot receive<\/h2>\n<div class=\"ukc-organic-grid two\"><article class=\"ukc-organic-card\"><h3>Check mailbox storage<\/h3><p>A full mailbox may reject or defer new mail. Remove unneeded messages or increase the available capacity where appropriate.<\/p><\/article><article class=\"ukc-organic-card\"><h3>Check incoming settings<\/h3><p>For current UKC mail, use IMAP 993 with SSL\/TLS, or POP3 995 when a POP workflow is intended.<\/p><\/article><article class=\"ukc-organic-card\"><h3>Check MX and DNS<\/h3><p>If every sender is affected and webmail receives nothing, confirm the domain&#8217;s MX records still point to the intended mail service.<\/p><\/article><article class=\"ukc-organic-card\"><h3>Check filters and forwarding<\/h3><p>Review spam folders, rules, redirects and forwarding destinations before assuming the message was never delivered.<\/p><\/article><\/div>\n\n<h2>What should you send to support?<\/h2><div class=\"ukc-organic-table-wrap\" role=\"region\" aria-label=\"Safe email support information\" tabindex=\"0\"><table class=\"ukc-organic-table\"><thead><tr><th scope=\"col\">Safe and useful<\/th><th scope=\"col\">Do not send<\/th><\/tr><\/thead><tbody><tr><td>Mailbox address and affected device or app<\/td><td>Mailbox password<\/td><\/tr><tr><td>Incoming and outgoing hostnames, ports and encryption choices<\/td><td>Authentication codes or recovery codes<\/td><\/tr><tr><td>Exact error text and approximate time<\/td><td>Private message contents unless specifically necessary and redacted<\/td><\/tr><tr><td>Whether webmail works and whether another network was tested<\/td><td>Unrelated account or payment information<\/td><\/tr><\/tbody><\/table><\/div>\n\n<h2 id=\"email-faq\">Email problem questions<\/h2><div class=\"ukc-organic-faq\"><details open><summary>Why did email suddenly stop working?<\/summary><p>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.<\/p><\/details><details><summary>Why does email work on one device only?<\/summary><p>The mailbox service is probably available. Compare the failing device&#8217;s server, port, encryption, username and saved password with the working configuration.<\/p><\/details><details><summary>Why do some senders fail but others work?<\/summary><p>Check the sender&#8217;s bounce message. A mistyped address, sender reputation, authentication policy, attachment size or filtering decision may affect only certain messages.<\/p><\/details><details><summary>Should I delete and recreate the account in my app?<\/summary><p>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.<\/p><\/details><\/div>\n<section class=\"ukc-organic-final\" aria-labelledby=\"email-trouble-final\"><div><p class=\"ukc-organic-kicker\">Still unable to send or receive?<\/p><h2 id=\"email-trouble-final\">Contact support with the test results and exact error<\/h2><p>Include the safe diagnostic details above so the problem can be routed efficiently.<\/p><\/div><div class=\"ukc-organic-final-actions\"><a class=\"ukc-organic-button\" href=\"https:\/\/billing.uk-cheapest.co.uk\/submitticket.php\" data-ukc-organic-cta=\"final\" data-ukc-organic-destination=\"helpdesk\">Open a Support Ticket<\/a><a href=\"https:\/\/www.uk-cheapest.co.uk\/support\/ports-for-imap-pop-and-smtp-email-services\/\" data-ukc-organic-cta=\"final\" data-ukc-organic-destination=\"email_ports_guide\">Check Email Settings<\/a><\/div><\/section>\n<\/div>\n\n","protected":false},"excerpt":{"rendered":"<p>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 &#8230; <a title=\"Email Not Working? Fix Sending and Receiving Problems\" class=\"read-more\" href=\"https:\/\/www.uk-cheapest.co.uk\/support\/my-email-is-not-working-i-cannot-sendreceive-emails\/\" aria-label=\"Read more about Email Not Working? Fix Sending and Receiving Problems\">Read more&#8230;<\/a><\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"generate_page_header":"","footnotes":""},"categories":[16],"tags":[],"class_list":["post-685","post","type-post","status-publish","format-standard","hentry","category-email"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Email Not Working? 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