Troubleshoot email problems

This is a brief troubleshooting guide to setting up email. 99% of all email issues result from inappropriate settings on the client’s email program. Please follow through this troubleshooting guide, before you submit a ticket to the helpdesk.

Troubleshooting Step 1.

Ensure that the domain that is having email issues have not been expired. If the domain registration has expired, your email will be inaccessible for that domain.

Troubleshooting Step 2.

Some ISP’s actively block port 25 to other servers other than their own. The symptom of this would be a Time out when attempting to connect to our smtp server via your ISP’s connection.

What you could do? Contact your ISP first to establish this if you are getting time out messages and the connection is not being made to our servers.

If your ISP is blocking port 25, then we can enable exim to run on port 26, or you can change your outgoing mail [SMTP] to your ISP’s mail server [] in order for you send mail through your ISP.

To change to port 26, check your Outlook Express “Advanced” tab. You’ll see SMTP set to 25, so just change that to 26, and you’re right to go!

Troubleshooting Step 3.

Ensure that the username of the email account does not contain any capital letters. Hence this is wrong (i.e. and this is correct (i.e.

Troubleshooting Step 4.

Ensure that the domain that faces email issues are fully propagated and using the correct nameservers for their DNS. You cannot use email before the domain is propagated.

Troubleshooting Step 5.

Ensure that the domain that faces email problems have enough disk space allocated to it. If your domain is over its assigned disk space, then this will cause email problems. You can check to see the domain’s disk space by accessing your cPanel.

Troubleshooting Step 6.

Also ensure that the email account has enough email disk space allocated to it. This is the amount of disk space that you have created your email account with. So, check in your Cpanel > Mail Management > POP Email Accounts > then click on the Edit Quota link (may be different for different cpanel skins) > then add more disk space there.

Troubleshooting Step 7.

Access your cPanel and create a test email account. Setup that email account in your Email program and perform tests to and from that account.

Troubleshooting Step 8.

Make sure that you tick the box that says “My server requires authentification” as follows –

Troubleshooting Step 9.

Make sure that you have your full email address as your username here –

Troubleshooting Step 10.

Make sure that you have the correct domain name in the as per –

Troubleshooting Step 11.

Make sure that you have the correct password entered when setting up the account –

Troubleshooting Step 12.

Ensure that the email account is created in cPanel, if not you can do so by visiting cPanel > Mail > Manage/Add/Remove Accounts > then click on the Add account and thereafter the Create button.

Troubleshooting Step 13.

If you have checked all your settings, did all the above 13 steps and your email is still not working, drop us an email and we will troubleshoot the issue for you. It is critical that you go through the above steps, before emailing us. The above information is to provide you knowledge, so you can fix the issues swiftly.

If you need assistance or have any further enquiries, feel free to contact our support team.