My Email Isn't Working – What Now?

Email problems can disrupt your business communications, but most issues have straightforward solutions. This guide provides systematic troubleshooting steps to get your email working again quickly.

Quick Diagnosis: What Type of Email Problem?

Identify Your Issue Type

Can't Send Emails:

Emails get stuck in outbox
Error messages when trying to send
Recipients not receiving your emails
SMTP authentication failures

Can't Receive Emails:

Not getting emails that others are sending
Missing emails from specific senders
Emails going to spam folder
Mailbox appears empty

Can't Access Email:

Can't log into webmail
Email client won't connect
Password not working
Server connection timeouts

Email Working But Issues:

Emails going to spam
Slow email delivery
Large attachments failing
Sync issues between devices

Quick Test: Try accessing your email through webmail at https://webmail.uncleb.tech first. If webmail works, the issue is likely with your email client configuration.

Step-by-Step Troubleshooting

Step 1: Check Basic Email Settings

Verify Account Details:

Email Address: Ensure you're using the correct full email address
Password: Verify your email password is correct (not your hosting password)
Server Settings: Confirm IMAP/SMTP server settings are correct
Port Numbers: Ensure you're using the correct ports (993 for IMAP, 587/465 for SMTP)
Security Settings: Verify SSL/TLS encryption is enabled

Correct Server Settings:

IMAP Server: mail.yourdomain.com (Port 993, SSL/TLS)
SMTP Server: mail.yourdomain.com (Port 587 STARTTLS or 465 SSL)
Username: Your full email address
Authentication: Required for SMTP

Step 2: Test Webmail Access

Open Browser: Use any web browser
Navigate to Webmail: Go to https://webmail.uncleb.tech
Login: Use your full email address and password
Test Functionality: Try sending and receiving test emails

If Webmail Works:

The issue is with your email client configuration
Follow the email client setup guides below
Check firewall and antivirus settings

If Webmail Doesn't Work:

The issue is server-side or account-related
Check account status in your hosting control panel
Verify domain DNS settings
Contact support for server-side issues

Step 3: Check Account Status and Quotas

In Your Control Panel:

Log Into Hosting Control Panel: Access Enhance CP or your hosting dashboard
Navigate to Email: Find the email management section
Check Account Status: Verify the email account is active and not suspended
Review Storage Quota: Ensure mailbox isn't full (check usage vs. 2GB limit)
Verify Domain Status: Confirm domain is active and properly configured

Common Account Issues:

Mailbox Full: Delete old emails or increase storage quota
Account Suspended: May be due to spam complaints or policy violations
Domain Issues: Domain expiry or DNS configuration problems
Service Suspension: Hosting account issues affecting email service

Troubleshooting Sending Issues

SMTP Configuration Problems

Common SMTP Errors:

"SMTP authentication failed"
"Connection refused"
"Relay access denied"
"Timeout connecting to server"

SMTP Troubleshooting Steps:

Verify SMTP Settings: Ensure server, port, and security settings are correct
Check Authentication: Confirm username is your full email address
Test Different Ports: Try port 587 (STARTTLS) instead of 465 (SSL) or vice versa
Disable Antivirus: Temporarily disable antivirus email scanning
Check Firewall: Ensure firewall isn't blocking email ports

Email Client Specific Issues

Outlook Issues:

Account Setup: Use "Manual setup" instead of automatic configuration
Authentication: Ensure "My outgoing server requires authentication" is checked
Security: Use "STARTTLS" encryption method
Port Configuration: Try both 587 and 465 for SMTP

Apple Mail Issues:

Account Type: Select "IMAP" not "Exchange" during setup
Server Settings: Manually enter server settings instead of auto-detection
SSL Settings: Ensure SSL is enabled for both incoming and outgoing servers
Password: Use your email password, not your Apple ID password

Mobile Email Issues:

Manual Setup: Use manual setup instead of automatic configuration
Security Settings: Ensure SSL/TLS is enabled
Port Settings: Use standard ports (993 IMAP, 587 SMTP)
Account Sync: Check sync settings and frequency

Troubleshooting Receiving Issues

DNS and MX Record Problems

Check MX Records:

Use Online Tools: Check MX records with tools like mxtoolbox.com
Verify MX Priority: Ensure MX record points to mail.yourdomain.com with priority 10
DNS Propagation: Allow 24-48 hours for DNS changes to propagate globally
Multiple MX Records: Ensure no conflicting MX records exist

Common DNS Issues:

Missing MX Record: No MX record configured for your domain
Incorrect MX Record: MX record pointing to wrong server
DNS Propagation: Recent DNS changes not yet propagated
TTL Issues: DNS cache taking too long to update

Spam and Filtering Issues

Email Going to Spam:

Check Spam Folders: Look in spam/junk folders of recipients
SPF Records: Ensure proper SPF record is configured
DKIM Setup: Configure DKIM authentication for better deliverability
Content Review: Avoid spam trigger words and excessive formatting
Reputation Monitoring: Check your domain's email reputation

Emails Being Blocked:

Blacklist Check: Use tools to check if your IP or domain is blacklisted
Content Filtering: Recipient's email provider blocking your emails
Volume Limits: Sending too many emails too quickly
Authentication Issues: Missing or incorrect email authentication records

Storage and Quota Issues

Mailbox Full Problems:

Check Storage Usage: Review how much of your 2GB quota is used
Delete Old Emails: Remove unnecessary emails and attachments
Archive Important Emails: Move old emails to local storage
Increase Quota: Contact support about increasing storage limits
Multiple Accounts: Consider creating additional email accounts

Email Client Configuration Guide

Correct Settings for Popular Clients

Microsoft Outlook:

Account Type: IMAP
Incoming Server: mail.yourdomain.com
Port: 993
Encryption: SSL/TLS
Outgoing Server: mail.yourdomain.com
Port: 587 (STARTTLS) or 465 (SSL)
Authentication: Required
Username: your-full-email@yourdomain.com

Apple Mail (Mac/iOS):

Account Type: IMAP
Mail Server: mail.yourdomain.com
Port: 993
Use SSL: Yes
Outgoing Mail Server: mail.yourdomain.com
Port: 587 or 465
Use SSL: Yes
Authentication: Password

Android/Gmail App:

Account Type: Personal (IMAP)
Incoming Server: mail.yourdomain.com
Port: 993
Security Type: SSL/TLS
Outgoing Server: mail.yourdomain.com
Port: 587
Security Type: STARTTLS

Testing Email Configuration

Configuration Test Steps:

Test Incoming: Send a test email to your account from another email address
Test Outgoing: Send a test email from your account to another address
Test Authentication: Verify you can log in without authentication errors
Test Sync: Check that emails sync properly across devices
Test Attachments: Send and receive emails with attachments

Advanced Email Troubleshooting

Server-Side Email Issues

Mail Server Problems:

Service Outages: Mail server temporarily unavailable
Configuration Errors: Server misconfiguration affecting email delivery
Resource Issues: Server overload affecting email performance
Security Blocks: Automatic blocking due to suspicious activity

Checking Server Status:

Control Panel: Check email service status in your hosting control panel
System Status: Review our system status page for email service issues
Error Logs: Review email error logs for specific error messages
Resource Usage: Check if server resources are being exceeded

Network and Firewall Issues

Common Network Problems:

ISP Blocking: Internet provider blocking email ports
Corporate Firewall: Company firewall blocking email traffic
Antivirus Interference: Security software interfering with email
VPN Issues: VPN affecting email connectivity

Network Troubleshooting:

Try Different Network: Test email from different internet connection
Disable VPN: Temporarily disable VPN to test connectivity
Check Firewall: Ensure ports 993, 587, and 465 are not blocked
Antivirus Settings: Configure antivirus to allow email client connections

Email Authentication and Security

Authentication Problems:

Password Changes: Email password different from hosting password
Two-Factor Authentication: 2FA affecting email client access
App Passwords: Need for app-specific passwords with some providers
OAuth Issues: Modern authentication method problems

Security Considerations:

Secure Passwords: Use strong, unique passwords for email accounts
Regular Updates: Keep email clients updated for security
Suspicious Activity: Monitor for unauthorized access attempts
Backup Access: Maintain alternative access methods

Getting Email Support

When to Contact Support

Immediate Support Needed:

Complete email outage affecting business operations
Security concerns or suspicious email activity
Server errors preventing all email access
Critical business emails not being delivered

Standard Support Timeline:

Email client configuration help
DNS and MX record assistance
Performance optimization questions
General email setup guidance

Email Support Channels

Email Support: email-support@unclebtech.com
General Support: support@unclebtech.com (mark as "EMAIL ISSUE")
Emergency Support: Mark tickets as "URGENT" for critical email outages

Information to Provide

Essential Details:

Email Address: The specific email address having problems
Domain Name: Your domain name
Email Client: Which email program you're using (Outlook, Apple Mail, etc.)
Error Messages: Exact error messages you're receiving
Problem Type: Sending, receiving, or access issues

Additional Helpful Information:

Recent Changes: Any recent changes to email settings or hosting
Multiple Accounts: Whether the issue affects all email accounts or just one
Device Information: Which devices are affected
Timeline: When the problem started
Troubleshooting Attempted: What steps you've already tried

Email Support Promise: Email issues affecting business operations receive priority attention with initial response within 2 hours during business hours.

Prevention and Best Practices

Email Security Best Practices

Strong Passwords: Use unique, complex passwords for each email account
Regular Updates: Keep email clients and security software updated
Phishing Awareness: Be cautious with suspicious emails and attachments
Backup Important Emails: Maintain local backups of critical emails

Performance Optimization

Regular Cleanup: Delete unnecessary emails and attachments regularly
Folder Organization: Use folders to organize emails efficiently
Sync Settings: Optimize sync settings for your usage patterns
Multiple Devices: Configure email properly across all your devices

Monitoring Email Health

Deliverability Monitoring: Regularly test email delivery to different providers
Spam Score Checking: Use tools to check your email's spam score
Reputation Monitoring: Monitor your domain's email reputation
Performance Tracking: Track email delivery times and success rates

Email still not working after trying these steps? Contact our email support team at email-support@unclebtech.com or submit an urgent ticket through your client portal. We're here to get your email back up and running quickly.