Email troubleshooter
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Please check out this page for a list of all sending errors.
If the email you are trying to send is not being delivered, it should send you a bounce back message. You may want to ask the recipient to check their spam settings.
You can check your password by logging into the Webmail site of your email provider. You can find a list of popular Webmail sites here.
If you are still not receiving email on your mobile device, then you may need to check the Outgoing Server settings on your device. This can be done by using our Email Setup Tool.
For help logging into Gmail, please see this post.
For help logging into Yahoo, please see this post.
For help logging into Thexyz, please see this post.
If only your browser knows your password, only your browser knows it. You cannot usually update the password yourself without admin rights. Your best bet is to reset the password.
If you notice that you cannot login on certain device or at a certain location (LAN). It may be due to an IP or firewall block. If the device or network is using a VPN, try connecting without the VPN. If not you may need to contact your ISP about a block on the network.
Try typing your password in manually.
Why is this? Basically copying and pasting from one program or one window to another can sometime cause a hidden space.
It does not sound like this is urgent so it can be done later. Be sure to bookmark this page and visit as often as you can, even on weekends.
To setup on mobile, please use the setup tool.
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There are many reasons why you may be receiving spam in your Inbox.
It's possible that these message might have originally been flagged as spam by the server. However, your mail client or device may be identifying items originally marked as spam or junk as "safe" and moving them into your Inbox.
If the client/device has any specific filtering settings enabled, it can then affect the message once it's downloaded. This also applies if there are any add-ons in the client like Virus Scanning (AVG) or other protection software (Norton, McAfee etc.)
It is important to note that the Junk Email settings in your mail client are separate from the actual spam settings that are configured on the server by you or your administrator. It's just another layer of filtering on top of what's provided server-side.
Gmail has some great spam protection and we have also found Thexyz to have excellent spam filtering. You can also purchase SpamXperts filtering if you do not wish to change email provider.
If you received an error stating that you have been detected sending spam, this means that something within your message has been flagged as a spammy fingerprint.
When a message is sent, it passes through our outbound spam filters where fingerprinting algorithms are run across the message. Relevant parts of the message are fingerprinted and ran against a cache of known bad fingerprints. If the fingerprint is a match then the message may be flagged as spam; no match would indicate that the message is clean and good to go. These fingerprints could range from a variety of things from URLs, phone numbers, keywords, IP addresses, and much more.
Here are a couple of things you can do to try and work around this:
- Something within the content of the message is causing it to be flagged as spam. Short URL's, URL's and phone numbers are often the culprit; try sending an email to the same recipient(s) that is completely blank; including being void of a signature. If the message is then able to be sent, you may try editing the content of the message.
- Try sending your mail through the web interface.
- If you are able to send out messages from the web interface without getting marked as spam, the issue could be isolated to your mail client or device. It's possible your local computer or device's name or IP address is what is causing your messages to be filtered as spam.
- It's best to make sure that you aren't in violation of the CAN-SPAM Act of 2003. Review the emails that were flagged as spam and be certain that you are following the guidelines as each separate email in violation of the law is subject to penalties of up to $16,000.
- If you are utilizing your mailbox for sending automated emails, such as sending email from web servers, this can have a negative impact on the deliverability rate of your other messages.
- Your mailbox is not designed for automated use and you may need to utilize a third party solution for that kind of mail.
- Verify that you have the correct settings configured for your mailbox.
- Make sure you are using your mailbox's actual email address and not an alias, distribution list or any other address.
- This should be the same email address you used to sign in to this tool.
- Check your server settings, email address and password for any typos.
- Restart Outlook.
- Restart your computer.
- Remove your mailbox from Outlook and re-add it.
- Verify that you have the correct settings configured for your mailbox.
- Make sure you are using your mailbox's actual email address and not an alias, distribution list or any other address.
- This should be the same email address you used to sign in to this tool.
- Check your server settings, email address and password for any typos.
- Restart Mac Mail.
- Restart your computer.
- Remove your mailbox from Mac Mail and re-add it.
- Verify that you have the correct settings configured for your mailbox.
- Make sure you are using your mailbox's actual email address and not an alias, distribution list or any other address.
- This should be the same email address you used to sign in to this tool.
- Check your server settings, email address and password for any typos.
- Restart em Client.
- Restart your computer.
- Remove your mailbox from em Client and re-add it.
- Verify that you have the correct settings configured for your mailbox.
- Make sure you are using your mailbox's actual email address and not an alias, distribution list or any other address.
- This should be the same email address you used to sign in to this tool.
- Check your server settings, email address and password for any typos.
- Restart your email client.
- Restart your computer.
- Remove your mailbox from your email client and re-add it.
If you are not receiving email on Webmail it can indicate server trouble at the mail host or dns trouble with the domain.
If you are having trouble with your email service provider, you can check the network status of various services on this page.
It is possible to recover deleted email for a certain period of time after being deleted. Please see this post for help.
