Knowledgebase

Short answer: usually because one device still has an old or wrong password saved. Each failed login counts against your office's internet address, and after a few our security blocks it for a while, so every device in the office starts asking for the password. Update the password on every device and the prompts stop.

Why it happens

Most often, the email password was changed on one device but not on the others. An old phone, a tablet in a drawer or a second computer keeps trying the old password in the background. Our servers see repeated failed logins from your office and block that internet address for a while to protect your mailbox. That's why email can work on mobile data but not on the office WiFi.

Fix it

1. Test your password in webmail. See "How do I log in to webmail?". If it doesn't work there either, set a new one. See "How do I change or reset my email password?".
2. Make a list of every phone, tablet and computer that uses this address, including old ones that are still switched on.
3. On each one, update the saved password. Check the outgoing (SMTP) password too, as some apps store it separately.
4. Check the username on each device is the full email address.
5. Remove the account from any device you no longer use.

If it still doesn't work

Open a support ticket with the email address and roughly when the prompts started. If the problem is only in the office, tell us that too. Never put a 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 it work on mobile data but not in the office? Your office's internet address may be blocked for a while because of failed logins from one device.

Do I need a new password? Not always. Often you only need to put the current password on the device that has the old one.

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