Email Troubleshooting Guide

Here's a brief troubleshooting guide to setting up email account. 99% of all email issues result from improper settings on the client's email program. Be sure to follow through this troubleshooting guide before you submit a support request.

Troubleshooting Step 1

Make sure that the domain that is having email issues, has not expired. If the domain registration has expired, you won't have email access for that domain.

Troubleshooting Step 2

Some ISP's actively block port 25 to other servers other than their own. The symptom of this would be a timeout when attempting to connect to our smtp server via your ISP's connection.

What should you do? Contact your ISP first to establish this if you are getting timeout messages and the connection is not being made to our servers.

If your ISP is blocking port 25, then we can enable the email server to function on another port, or you can simply change your outgoing mail (SMTP) to your ISP's mail server (mail.yourISP.co.nz or smtp.yourisp.co.nz) in order for you send mail through your ISP.

Troubleshooting Step 3

Make sure that the email account's username does not contain any capital letters. So this is wrong - John@mydomain.co.nz and this is correct - john@mydomain.co.nz

Troubleshooting Step 4

Make sure that the domain having email problems, is fully propagated and using the correct nameservers for their DNS. You cannot use email before the domain is propagated.

Troubleshooting Step 5

Make sure that the your account has enough disk space assigned to it. If your domain is over its allotted disk space, then this will cause email issues. You can check to how much disk space you are using on the main page of CPanel.

Troubleshooting Step 6

Also make sure that the email account has enough email disk space assigned to it. This is the amount of disk space that you have created your email account with. So check in your Cpanel >> "Mail Management" >> "POP Email Accounts" >> then click on the Edit Quota link [could be different for different cpanel skins] >> then add more disk space there.

Troubleshooting Step 7

If you are NOT using your ISP mailserver, then make sure that you tick the box that says "My server requires authentification" as follows -

Troubleshooting Step 8

Make sure that you have your full email address as your username here -

Troubleshooting Step 9

Make sure that you have the correct domain name in the mail.yourdomain.com as per -

Troubleshooting Step 10

Make sure that you have the correct password that you entered when setting up the account as per -

Still having problems? If you are still having problems please submit a support request.