Knowledgebase

Short answer: first log in to webmail. If webmail works, your mailbox and domain are fine and the problem is on your device or network. Then check the saved password on every device.

Email that suddenly stops is stressful, but the cause is usually simple. Work through these checks in order. Most problems are found in the first three.

Step by step

1. Test in webmail. Log in to webmail with your full email address and password (see "How do I log in to webmail?"). If you can send and receive there, your email account is working.
2. Check your settings and password on every device. The username must be your full email address and the password must be current. Use the secure ports: IMAP 993 or POP3 995 for incoming, SMTP 465 for outgoing, with authentication turned on. See "What are my mail server settings (IMAP, POP3 and SMTP)?".
3. Look for one device with an old password. If email works for a few minutes and then stops for everyone in the office, or it works on mobile data but not on your office WiFi, one device is probably trying to log in with a wrong password. Our security system sees that as a possible break-in attempt and temporarily blocks the whole office connection. Fix or remove the account on every phone, laptop and tablet using that address, then wait a short while for the block to lift.
4. Read any bounce message. If a reply says your domain or address is listed on a spam blocklist, ask the blocklist to remove you (their website explains how) and send again. We can help if you paste the message into a ticket.
5. Check your invoices and domain status. If a domain or hosting package has expired or been suspended, email stops. Look in your client area for an overdue invoice.
6. Check the mailbox in cPanel. In the Email section, open Email Accounts. Use the filter at the top: Restricted shows addresses that are blocked from sending or receiving, and Exceeded Storage shows mailboxes that are full. If your address is in either list, open a support ticket or free up space.

If your mail program has lost the account

If Outlook or another program shows no account, or the account has disappeared, you can add it again with the settings in "What are my mail server settings (IMAP, POP3 and SMTP)?". With IMAP, your mail stays on the server.

If it still doesn't work

Open a support ticket from your client area. Please include the email address, the device and program you use, when it started, and the exact error or bounce message pasted as text. Never put your password in a ticket.

To send us the right details first time, see "How do I open a support ticket, and what should I include?".

Quick questions

Why does my email work on mobile data but not on the office WiFi? Usually because one device on that network has a wrong saved password and has caused a temporary block.

Does webmail working mean my email is fine? It means the mailbox and domain are fine. The problem is then your device settings or your network.

How do I see if my mailbox is full? In cPanel, open Email Accounts and use the Exceeded Storage filter.

Why did my email stop suddenly? Common reasons are a changed password, a blocklist listing, a block from a wrong password, a full mailbox, or an expired domain or hosting package.

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