Knowledge Base
How to Fix Common POP/IMAP Problems in Email Clients
If you are having trouble with your email client while using POP or IMAP protocols, our POP/IMAP Email Troubleshooting guide can help you diagnose and resolve the Common POP/IMAP issues. The guide covers everything from verifying DNS settings to managing your mail quota. Let's get started!
Troubleshooting Checklist
Begin by ensuring you have your email address and password handy to test your mailbox via an internet browser.
- Verify Your Email Provider
- Confirm that we are your email provider and you haven’t set up email services with another provider.
Yes - Move to step 2
No - Contact your current email provider for troubleshooting support.
- Confirm that we are your email provider and you haven’t set up email services with another provider.
- Check Service Status
- Ensure that your domain, email, and email hosting services are active. Visit the Renewal Center in your Account Manager to confirm no services have expired.
Yes - Proceed to step 3
No - Renew any expired services immediately to prevent disruptions to your email or website functionality. Visit How Do I Manage the Renewal Center? for payment options.
- Ensure that your domain, email, and email hosting services are active. Visit the Renewal Center in your Account Manager to confirm no services have expired.
- DNS/ADNS Configuration Check
- Verify that your DNS/ADNS settings, including MX and CNAME records, are correctly configured and have not been altered in the last 24 hours. Incorrect or recent DNS changes can lead to service interruptions.
Yes - Continue to step 4.
No - Update your DNS/ADNS settings to restore service continuity. For guidance, visit How Do I Manage DNS and Advanced DNS Records?.
- Verify that your DNS/ADNS settings, including MX and CNAME records, are correctly configured and have not been altered in the last 24 hours. Incorrect or recent DNS changes can lead to service interruptions.
- Age of Email Address
- Ensure your email address has been active for more than 4 hours.
Yes - Go to step 5.
No - Wait until your mailbox finishes processing, which might temporarily disrupt service.
- Ensure your email address has been active for more than 4 hours.
- Email Quota Check
- Log in to your email to verify you are within your storage limits. If you need help accessing webmail, check out, How Do I Access my Email?.
Yes - Advance to step 6
No - Increase your storage quota or delete unwanted emails to free up space.
- Log in to your email to verify you are within your storage limits. If you need help accessing webmail, check out, How Do I Access my Email?.
- Blocked Email Address Inquiry
- Confirm with the sender that your email address is not blocked.
Yes - Proceed to step 7.
No - Ask the sender to remove any blocks they may have imposed.
- Confirm with the sender that your email address is not blocked.
- Bounce-Back Message Verification
- Check if senders receive a bounce-back message when emailing you by sending yourself an email from a different email address, such as Gmail or Outlook.
Yes - Move to step 8.
No - Consult our guide on common bounceback messages for further assistance.
- Check if senders receive a bounce-back message when emailing you by sending yourself an email from a different email address, such as Gmail or Outlook.
- Webmail Send and Receive Test
- Sign in to webmail, send an email to another address, and ensure you can receive and reply to it.
Yes - Continue to the final step.
No - Ensure emails are not going to junk or trash, check view settings, and verify no email filters are affecting message visibility.
- Sign in to webmail, send an email to another address, and ensure you can receive and reply to it.
- Firewall and Antivirus Configuration
- Confirm there are no firewalls or antivirus programs interfering with your email connection. Adjust your settings or disable email scanning to check if issues persist.
Yes - You may need to adjust your email settings in your application or device. See How Do I Get Started with POP3 and IMAP? for detailed setup instructions.
No - Disable email scanning in your antivirus program and attempt to recheck your mail. If issues persist, consult your IT department or software manufacturer for further help.
- Confirm there are no firewalls or antivirus programs interfering with your email connection. Adjust your settings or disable email scanning to check if issues persist.
Warning: Ensure your email settings are correctly configured to avoid multiple inbox issues. Specifically, verify that the root folder path is not set to Inbox. Incorrect settings can lead to the creation of multiple duplicated inboxes, such as Inbox 1 and Inbox 1 1. For assistance in adjusting your email settings, please visit these instructions for detailed guidance on locating and modifying your settings.
If you have followed the above troubleshooting, including updating your email settings, your email issue is with your email application or software provider. Contact your email application or software provider for further troubleshooting. You can advise them that you have confirmed the following information.
- Your services are active and in good standing.
- Your email address is not newly created or updated.
- Your DNS/ADNS settings are correctly configured and have not been updated recently.
- You are not over the email storage limits.
- There are no blocks, errors, or suspensions on your email address.
- You can send and receive messages via webmail.
- There are no issues with your firewall or antivirus program.
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