Email Client Problems

Troubleshoot problems you're having with an email client (eg. Outlook, Apple Mail, Thunderbird).

Step 1 - Rule out the Address

Let's rule out an issue with the address itself. Login to our webmail ( and confirm that you can send and receive mail there. Our webmail is just like any other email client, so if it's working through that, you know there isn't a problem with the address itself.

If you're unable to login to our webmail, the password is likely incorrect. You can reset it through the Control Panel by following the change email password instructions.

Step 2 - Rule out Email Client Settings

If everything is working fine through webmail, the problem likely has to do with your email client or an issue with your computer. Most of the time, email issues come down to the email client settings. 

View our page on Accessing Your Email and click on the guide for your email client. Double check your email client's settings match what's on our site. They need to be exactly the same.

Step 3 - Issue with Computer or Network

Confirming the email client settings usually catches any discrepancies and resolves the issue for most people. However, if the email client settings are correct, you can rule that out as well. That only leaves the possibility of something else on your computer or network causing the problem. 

A virus filter, spam filter, or firewall can sometimes interfere with the email client's connection. Try temporarily disabling those to see if that resolves the issue. If it does, you'll need to contact the creator of that filter / firewall for assistance.

Step 4 - Try Another Email Client

As an alternative solution, you can try setting up another email client on your computer. Your email client may have become corrupted. You can try using Thunderbird, which is free and available for Windows, Mac, and Linux. View our Thunderbird Guide to download and set it up. Our webmail client is also another option to use as your main email client.

Contact Support

We generally respond within hours on weekdays. Holidays and weekends may take longer.

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