Knowledgebase

The following information only applies to SMTP email accounts - NOT to IMAP accounts. If you are having trouble sending / receiving emails via IMAP please contact us quoting the error message you are seeing, along with the email software you are using and we will do our best to assist you.

When you send an email from your computer software, e.g. Outlook or Apple Mail, your email must connect to our server.  The email "travels out" from your computer via your broadband connection - across your Internet Service Providers (ISP).  However, some ISPs have recently started using anti-spam technology that makes it more difficult for their customers to connect to external mail servers using traditional port numbers (such as port 25).

If your outgoing e-mail suddenly stopped working (but your incoming mail still works fine), your ISP may have started blocking outgoing mail connections from your computer. The instructions below will help you update to our recommended outgoing mail settings, solving the problem.

Outlook 2016, 2013 and Office 365

Outlook 2010

1. Click the File tab, then click the Account Settings button.
2. Highlight the account you want to change, then click Change to open the settings window.
3. Make sure the "Outgoing mail server (SMTP)" is set to: mail.yourdomain.com
4. Click the More Settings button, then choose the Outgoing Server tab.
5. Make sure that My outgoing server (SMTP) requires authentication is chosen.
6. Make sure Use same settings as my incoming mail server is chosen.
7. Choose the Advanced tab.
8. If Outgoing server (SMTP) is 25 or 26, change it to 587. (If the port number is already 587, or another number, do not change it.)
9. Click OK to close that window, then Next, Close and Finish to close all the settings windows.

Send a test message to yourself and if this does not solve the issue, please contact us with any error message.

Outlook 2007

1. Click Tools, then Account Settings from the menu bar.
2. Highlight the account you want to change, then click Change to open the settings window.
3. Make sure the "Outgoing mail server (SMTP)" is set to: mail.yourdomain.com
4. Click the More Settings button, then choose the Outgoing Server tab.
5. Make sure that My outgoing server (SMTP) requires authentication is chosen.
6. Make sure Use same settings as my incoming mail server is chosen.
7. Choose the Advanced tab.
8. If Outgoing server (SMTP) is 25 or 26, change it to 587. (If the port number is already 587, or another number, do not change it.)
9. Click OK to close that window, then Next and Finish to close the settings window.

Send a test message to yourself and if this does not solve the issue, please contact us with any error message.

Outlook Express, Outlook 2000, Outlook 2003 or Outlook 98

1. Click Tools, then Accounts from the menu bar.
2. Highlight the e-mail account you wish to change, then click Properties.
3. Click the Servers tab.
4. Make sure the Outgoing mail (SMTP) box is mail.yourdomain.com
5. In the Outgoing Mail Server section, make sure My server requires authentication is checked.
6. Press the Settings button and make sure Use same settings as my incoming mail server is selected.
7. Press OK to close the Settings window.
8. Click the Advanced tab.
9. If Outgoing server (SMTP) is 25 or 26, change it to 587. (If the port number is already 587, or another number, do not change it.)
10. Click OK to close the Properties window, then click Close to close the "Internet Accounts" window.

Send a test message to yourself and if this does not solve the issue, please contact us with any error message.

Entourage

1. Click Tools, then Accounts from the menu bar.
2. Highlight the e-mail account you wish to change, then click Edit.
3. In the Sending Mail Section, make sure the SMTP server is: mail.yourdomain.com
4. Click on the Click here for advanced sending options button.
5. Change the default SMTP port and authentication settings:
   • Make sure the Override default SMTP port option is chosen.
   • If Outgoing server (SMTP) is 25 or 26, change it to 587. (If the port number is already 587, or another number, do not change it.)
   • Make sure that SMTP server requires authentication is checked.
   • The option for Use same settings as my receiving mail server must also be checked.
6. Click the small square in the top-left of the "Advanced Sending Options" window to close it, then click OK to close the main "Edit Account" window.

Send a test message to yourself and if this does not solve the issue, please contact us with any error message.

Eudora 6.2

1. Locate your e-mail address in the Persona section of the main Eudora account window. (The Persona section is in the upper-left of the Eudora window; if you don't see it, choose Personalities from the Tools menu to make it visible.)
2. Right-click on the account and choose Properties from the menu that appears.
3. In the Generic Propertiestab of the resulting window:
   • Change the SMTP Server name to mail.yourdomain.com
   • Check the Authentication allowed checkbox.
   • Make sure the Use relay personality, if defined checkbox is not checked.
   • Change the Secure Sockets when Sending menu to Required, Alternate Port.
4. Click OK to close the "Account Settings" window.

Send a test message to yourself and if this does not solve the issue, please contact us with any error message.

Mozilla Thunderbird 1.5 / 2.0 / 3.0

1. Open the Tools menu and click Account Settings.
2. First, make sure that "Outgoing Server (SMTP)" is highlighted in the left column (it may be at the bottom of a long list).
3. If no SMTP server has yet been defined, click the Add button on the right side to create a new outgoing server. If you want to correct the settings for an existing SMTP server, then select it in the list in the main part of the window and click the Edit button.
4. Set these values in the "Settings" area of the "SMTP Server" window:
   • Description: (your e-mail address)
   • Server Name: mail.yourdomain.com
   • Port: 587
5. Set these values in the "Security and Authentication" area of the "SMTP Server" window:
   • Make sure that *Use name and password" is checked.
   • User Name: (your e-mail address)
   • Use secure connection: Choose the TLS, if available option. (In Thunderbird 3, choose STARTTLS.) This enables a secure connection, which ensures that anyone who can eavesdrop on your Internet connections (such as a neighbour with a WiFi card) won't be able to view your password or the contents of your e-mail. (You can also choose the No option, in which case your e-mail will not be encrypted while being downloaded from our servers.)
6. Click OK to close the "SMTP Server" window.
7. Click OK to close the "Account Settings" window.

Send a test message to yourself and if this does not solve the issue, please contact us with any error message.

Other E-Mail Programs and Devices

Other programs or e-mail capable devices should also have a way to:

1. Make sure that mail.yourdomain.com is used for outgoing mail
2. Change the outgoing mail (SMTP) port number from 25 to 587
3. Turn on "authentication" for outgoing mail. Use your full e-mail address as the username and your normal