Troubleshooting: I cannot send or receive email

Work through this list from top to bottom. Most problems are fixed by one of the first four.

1. Check webmail first

Log in to webmail. If you can read and send there, your mailbox works and the problem is in your mail app or device settings. If you cannot log in, the password is wrong or the mailbox is locked; reset it in cPanel: How to change an email password.

2. Check your settings

Compare your app with Email server settings. Common mistakes: using only the first part of the address as the username, a wrong port, or authentication switched off for the outgoing server.

3. Is the mailbox full?

A full mailbox cannot receive. See What to do when your mailbox is full.

4. Read the error

If you got a bounce message or an error in your app, look it up in Understanding email error messages.

5. Check your domain

• Is your domain still registered and not expired? See How domain renewals and expiry work.
• Is your domain pointing to AfterWave? If you recently changed nameservers it can take up to 24–48 hours.
• Is the service unpaid or suspended? See What happens if an invoice is overdue.

6. Test for a single sender

If only one person cannot reach you, ask them for the exact bounce message and send it to us.

If it is still not working, contact support and tell us: the email address, what you were trying to do, the exact error, and which device or app you used.