Here's a troubleshooting guide to setting up email. 99% of all email issues result from improper settings on the client's email program. Be sure to follow through this troubleshooting guide, before you submit a ticket to the helpdesk. 

Troubleshooting Step 1.

Make sure that the domain that is having email issues, has not expired. If the domain registration has expired, you won't have email access 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 should you do? 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.

Make sure that the email account's username does not contain any capital letters. So this is wrong -  This e-mail address is being protected from spambots. You need JavaScript enabled to view it and this is correct -  This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Troubleshooting Step 4.

Make sure that the domain having email problems, is fully propagated and using the correct nameservers for their DNS. You cannot use email before the domain is propagated.

Troubleshooting Step 5.

Make sure that the domain that is having email issues, has enough disk space assigned to it. If your domain is over its allotted disk space, then this will cause email issues. You can check to see the domain's disk space by accessing your Control Panel.

Troubleshooting Step 6.

Also make sure that the email account has enough email disk space assigned 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 [could be different for different cpanel skins] >> then add more disk space there.

Troubleshooting Step 7.

Make 100% sure that you have not edited the username or the domain name for that domain, in the "Modify an Account" feature, in your WHM. If you did edit the username or domain name, using that feature, you will have problems with certain aspects of that domain, such as email. We will need to delete that domain and you will have to recreate it.

If this applies to you, then send a ticket into the helpdesk and ask for us to delete that domain that you modified, so you can recreate it. If you have MySQL databases etc, you will need backups.

Troubleshooting Step 8.

Make sure that you tick the box that says "My server requires authentification"

Troubleshooting Step 9.

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

Troubleshooting Step 10.

Make sure that you have the correct domain name in the mail.yourdomain.com

Troubleshooting Step 11.

If you have checked all your settings, followed the above 11 steps and your email is still not working, open a ticket in your account, and we'll troubleshoot the issue for you. Be sure to include the following information in your ticket regarding an email issue -

1. email address: 

2. Email program used:

3. Email Username: 

4. Email Password: 

5. SMTP server: 

6. POP server: 

7. Server Requires Authentication (checked or unchecked.): 

8. Expiry date on the domain name:

9. Is the domain fully propagated?

10. How much disk space does the domain have assigned to it?

11. How much email disk space is assigned to that email account?