Email setup problems can happen when an email app has incorrect settings or cannot connect to the mail server.
This guide explains common email setup problems and what you can check.
It applies to email apps such as Outlook, iPhone Mail, Android Mail, Gmail app, Thunderbird, and other mail clients.
Before You Start
Before troubleshooting your email app, make sure you have the correct details:
- Full email address
- Email password
- Incoming mail server
- Outgoing mail server
- IMAP or POP3 setting
- Port numbers
- SSL or encryption settings
- SMTP authentication enabled
Your mail server is usually:
mail.yourdomain.co.za
Replace yourdomain.co.za with your own domain name.
Your username is usually your full email address.
Example:
Step 1 – Test Webmail First
Before changing email app settings, test the mailbox in webmail.
If webmail works, the mailbox and password are likely correct.
If webmail does not work, the problem may be the email address, password, or mailbox itself.
Step 2 – Check the Email Address
Make sure the email address is typed correctly.
Common mistakes include:
- Missing letters
- Wrong domain name
- Extra spaces
- Incorrect spelling
- Using only the mailbox name instead of the full email address
Use the full email address as the username.
Example:
Step 3 – Check the Email Password
Make sure the email password is correct.
The email password is not always the same as your:
- DirectAdmin password
- WordPress password
- Client area password
- FTP password
- Database password
If you are unsure, change the email password in DirectAdmin and update it on all devices using that mailbox.
Step 4 – Check the Incoming Mail Server
The incoming mail server is used to receive email.
A common setting is:
mail.yourdomain.co.za
Replace yourdomain.co.za with your own domain name.
Make sure the incoming server is not typed incorrectly.
Step 5 – Check the Outgoing Mail Server
The outgoing mail server is used to send email.
A common setting is:
mail.yourdomain.co.za
Replace yourdomain.co.za with your own domain name.
The outgoing server should usually use the same username and password as the incoming server.
Step 6 – Check the Account Type
Make sure the correct account type is selected.
Use IMAP if you want email to synchronize across multiple devices.
Use POP3 if you mainly use one computer and want email downloaded locally.
For most users, IMAP is recommended.
Step 7 – Check the Port Numbers
Incorrect ports can stop email from working.
Common secure ports are:
IMAP: 993
POP3: 995
SMTP: 465 or 587
If one SMTP port does not work, try the other recommended outgoing port.
Step 8 – Check SSL or Encryption
Make sure SSL or encryption settings match the selected ports.
Common examples:
IMAP port 993 uses SSL/TLS.
POP3 port 995 uses SSL/TLS.
SMTP port 465 uses SSL/TLS.
SMTP port 587 often uses STARTTLS.
If SSL settings do not match the port, the email app may fail to connect.
Step 9 – Check SMTP Authentication
SMTP authentication is required for sending email.
Make sure the outgoing server is set to authenticate using your full email address and email password.
If SMTP authentication is missing, you may be able to receive email but not send email.
Problem: I Can Receive Email but Cannot Send
This usually means there is an outgoing mail problem.
Check:
- Outgoing mail server
- SMTP port
- SSL or STARTTLS setting
- SMTP authentication
- Username and password for outgoing mail
- Internet provider or firewall blocking outgoing mail
Try SMTP port 465 with SSL/TLS or port 587 with STARTTLS.
Problem: I Can Send Email but Cannot Receive
This usually means there is an incoming mail problem.
Check:
- Incoming mail server
- IMAP or POP3 setting
- Incoming port
- SSL setting
- Email password
- Mailbox storage limit
- Whether the mailbox exists in DirectAdmin
- Whether your domain uses external email records
Problem: Password Keeps Popping Up
If your email app repeatedly asks for the password, check:
- The password is correct.
- The username is the full email address.
- The mailbox exists.
- The account is not locked.
- The saved password is not old.
- The correct mail server is being used.
If needed, change the email password in DirectAdmin and update it on all devices.
Problem: Certificate or Security Warning
A certificate warning may happen if the mail server name does not match the SSL certificate.
Make sure you are using the correct mail server name.
A common setting is:
mail.yourdomain.co.za
If you are unsure which server name to use, contact HostworX Support.
Problem: Email Works on One Device but Not Another
If email works on one device but not another, the mailbox is probably working.
Check the settings on the device that does not work.
Compare:
- Username
- Password
- Incoming server
- Outgoing server
- Ports
- SSL settings
- SMTP authentication
Problem: Email Is Missing on One Device
This may happen when POP3 is used on one device and email is removed from the server after download.
If you need email to appear on multiple devices, IMAP is usually better.
If you use POP3, make sure the leave mail on server setting is configured correctly.
Problem: Mailbox Is Full
If the mailbox is full, you may stop receiving new email.
You may need to:
- Delete old email
- Empty deleted items
- Empty junk mail
- Archive email
- Increase mailbox quota if available
- Use POP3 carefully to reduce server storage
Important Notes
Please keep the following in mind:
- Webmail is useful for testing whether the mailbox works.
- Use your full email address as the username.
- SMTP authentication is needed for sending email.
- IMAP is usually best for multiple devices.
- POP3 can remove mail from the server if configured that way.
- If the domain uses external mail services, HostworX mail settings may not apply.
- Changing your email password means updating it on all devices.
When Should I Contact HostworX Support?
Contact HostworX Support if:
- Webmail does not work.
- You do not know the email password.
- You are unsure which mail server to use.
- Your email app shows a specific error message.
- You can receive but not send.
- You can send but not receive.
- Your domain uses Google Workspace, Microsoft 365, Zoho Mail, or another external provider.
- You are unsure whether the issue is with the mailbox, DNS, or email app.
Please include the email address, device or app name, and the exact error message if one is shown.
Conclusion
Most email setup problems are caused by incorrect usernames, passwords, server names, ports, SSL settings, or SMTP authentication.
Testing webmail first helps confirm whether the mailbox itself is working.
If webmail works but the email app does not, the issue is usually in the email app settings.
