This guide contains common tips for troubleshooting your email.
Try restarting your computer and router
If you are having issues with your email, this should be the first thing you try. Quite often the issue can be something to do with your Internet connection, or something on your computer. A restart should fix those issues.
Try and login via webmail
If you can’t connect to your email on your phone, or desktop, try logging in via webmail (https://webmail.yourdomain.com.au -> replace yourdomain.com.au with your website domain name).
If you cannot log into webmail, then you probably do not have the correct username / password for the account.
To reset your password, please follow this article: How to Change my Email Account Password
Disconnect from Wifi (Mobile only)
If your having issues connecting to email on your phone, try disconnecting from Wifi and using your mobile data instead, as this will often improve the connection.
Check the account settings
- Make sure your email client has the correct account settings:
- Your email address should be your full email address such as user@mydomain.com.au and not just “user”
- The incoming and outgoing server should both be “mail.yourdomain.com.au” (replace yourdomain.com.au with your website domain name)
- If you are using IMAP the incoming port should be 993
- If you are using POP the incoming port should be 995
- The outgoing (SMTP) port should be 465
- Make sure every username and password is set (username is your full email address).
Removing and re-adding the email account
Sometimes removing an account and re-adding the account clears the cache. We strongly recommend doing a backup of your email before removing the account as some mail programs remove any emails associated with the accounts.
Common Issues
My email account is full
If you have reached your mailbox size limit, any emails sent to you will bounce back to the sender. You can clear out old messages by logging into webmail and deleting them. If you find you need lots of email storage space, we recommend updating to our Exchange 365 email hosting, as this is most suited to high volume mail.
My email was blocked
From time to time our servers will block messages. These features are put into place so we can combat spam and most other providers also adopt these methods. If you believe a legitimate message has been blocked, please lodge a support ticket so we can investigate.
