Email login troubleshooting guide

Having email trouble? We are here to help. The aim of this guide is to help you troubleshoot common email issues. If you have any suggestions for improving this article, please feel free to click on the feedback link at the bottom of this page and tell us all about it.

Step 1 – Check our Network Status page 

Your email settings could be fine. It is possible that you might be having trouble logging into your email due to suboptimal network conditions, issues on the relevant server(s), planned maintenance, or even unscheduled outages.

Known issues that might affect our users will be posted on our network status page.  

Step 2 – Test webmail login 

  1. You can log into your email account’s webmail frontend directly on our servers:
    1.  Use a web browser to navigate to or (the secure addresses are or if you have SSL set up).
    2. Log in using your email address (e.g. and the password that you set when you created the email account.
  1. If you are unable to log into your account, check whether you can log into your Plesk or cPanel hosting account. If you can successfully log in there, please check and/or change the following: 
    1. Make sure the account is created and is active. 
    2. Change the password for the account, wait five to ten minutes, and retry. 

If you cannot log into either your webmail OR your hosting account at this point, please contact our Support Centre for assistance. 

Step 3 – Check your email settings 

Please ensure that you are using the correct email settings in your Outlook client as per the table below. 

It is possible that a typo or an extra space can slip in when copying or typing your login credentials. 

TIP 1: If you want to make sure that your username and password contain no formatting or erroneous characters, paste it into a text editor like Notepad++ and save it as plaintext in order to sanitise the text being entered into your email application. 

TIP 2: Instead of pasting with Ctrl-V, you can use Ctrl-Shift-V to paste your clipboard contents without any formatting. (CMD-Shift-V on Mac.) 

NOTE: Our hosting and email accounts do not by default include an encryption certificate. If you try and fail to log in via the “Secure Mail” settings according to the table below, your logon attempts might be failing due to your domain lacking an SSL certificate. You can get an encryption certificate here or log in with the “Non-secure Mail” settings as per the following table.

TIP: To view your current settings on Outlook please see our dedicated guide here. 

Mail Settings 

Secure Mail (SSL) Settings 

Non-secure Mail (Non-SSL) Settings 


Complete email address 

Complete email address 


Email account password 

Email account password 

Incoming Server 

IMAP Port 



POP3 Port 



Outgoing Server 

SMTP Port 

465 (SSL) or 587 (TLS)

25 or 587

Please note

  • SMTP requires authentication whether or not you use the secure mail settings.
  • Port 587 accepts both secure or non-secure connections.


Step 4 – Check your internet connection 

It is possible that your firewall, antivirus or network settings are blocking your email program. 

  1. Temporarily disable any firewall and/or antivirus software running on your device and try again.
  2. If you are on a school or work network certain ports might be blocked. Try to connect when you are on a different network, for example, your mobile provider or a friend’s wi-fi connection. 

Step 5 – Contact our support 

If you have performed the above steps but your mail login still doesn’t work, please contact our Support Centre so that we can help you figure out the problem. 

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