Issues With Emails

If you are having any issues with sending / receiving email, please try the following steps before contacting us as often, the answer is simply to do with your email settings;

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Basic first checks;

1) Is your internet connection working correctly? Can you browse to Google.com? If not, try restarting your computer / your router.
2) Is your email program functioning correctly? Check that you can perform other tasks. If not, restart your computer & email software.
3) Are you sending to a valid email address? Please double check for typos!
4) Are your senders using the correct email address for you? Please double check for typos!
5) Are you able to send any email at all to any address?  Are you receiving any email from anyone?  Try to send / receive some test emails and note any error messages.
6) Do you use any anti-malware or anti-virus software? Some of these software programmes can block emails before they arrive in your inbox or before they are sent. Please check your settings or disable the software whilst performing send / receive tests.

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Sending issues

1) Are your email settings correct?  Are you seeing any error message? Please check this article for further help with your email settings

2) Yes my email settings are correct - I still can't send;

  • Please double check that you are sending to the correct email address. 
  • Send yourself a test message, preferably from another, separate email account.  Do you receive any error messages?  Make a note of them and let us know.
  • Check if your anti-malware / virus software has interecepted any messages - some software programmes can block emails before they arrive in your inbox.
  • Collect the header information for the email you tried to send and provide it to us in a support ticket - see this article on how to do that

Receiving issues

1) I can receive email, but I cannot send -please check this article for further help with your email settings

2) I'm not receiving email -

  • Please double check that the sender has your correct address - send them an email and ask them to reply. Ask them to look out for any error messages.
  • Send yourself a test message, preferably from another, separate email account.
  • Check your spam / junk folders. If you are using SpamAssassin, ensure to check it via the webmail login.
  • If using Gmail, Google Apps, Hotmail, Outlook.com or other 3rd party provider, please log into that account and check if messages are present there & also check the spam folders.
  • Check if your anti-malware / virus software has interecepted any messages - some software programmes can block emails before they arrive in your inbox.
  • Ask the sender to collect the header information for the email they tried to send to you and provide it to us in a support ticket - see this article on how to do that

Still having trouble?
If after performing the relevant checks above you still cannot send or receive email - or you have another issue from that mentioned above - please note any error messages and let us know in a support ticket so that we can assist you.

Note that emails do not simply "dissapear"! If they are not able to be sent, or received, there will be a specific reason and the only way to troubleshoot such issues is to go through a checklist process to determine what the reason is.  You may be asked to perform some additional tests or to gather further data for us.  Your patience is appreciated while we assist you.


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General Information On Email Account Settings


You can consult our email set up guides here: http://www.purpledogdesign.com/clients/knowledgebase/6/Email-Questions
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