Overview

Sometimes, after an update on your iOS device, your emails will stop working. This sometimes occurs in the background without any customer input. If you find that your device is suddenly unable to send or receive mail, try these steps.

Accessing the mail settings

There are a few steps you want to preform to correct connection issues:

  1. First, you want to make sure that there is no mail stuck in your Outbox. If you do not see an Outbox, then it is empty.
  2. Next, you want to ensure that you are connected to Wi-Fi and not talking on the phone at this time. If the phone is in use, it can cause issues with verification.
  3. You now want to navigate to your email settings
    • Newer devices – Settings > Mail > Accounts > Select the email in question
    • Older devices – Settings > Passwords & Accounts > Select the email in question

If you are still receiving emails, but are unable to send, you can skip the Incoming Issues section. If you are both unable to send and receive, it is better to correct the incoming issues first and then attempt to get the outgoing fixed.

Incoming Issues

Once at the Incoming settings screen, you can check to make sure these settings are correct:

POP (or IMAP) Account Information

  • Take note of the first grey section, this should say either “POP account information” or “IMAP account information”
  • Name – this is what shows when you send mail, can be whatever you like
  • Email – your email address (this should be greyed out and unable to edit)
  • Description – this is a nickname for this account on your device, can be whatever you like

Incoming Mail Server

  • Host Name – this should be mail.domain.com (where domain.com is your domain name)
  • User Name – this is your full email address (including the @domain.com)
  • Password – this is your email address. If you are not sure it is correct, delete the dots and retype it

Advanced

Once you confirm the incoming settings are correct, you want to click on Advanced at the bottom of this page. Once the Advanced page loads, navigate to the Incoming Settings section, near the bottom of this page.

  • Use SSL – must be on
  • Authentication – must be set to Password, this is a common issue
  • Delete from server (POP only) – this is personal preference
  • Server Port – 993 for IMAP, 995 for POP

Once you are happy with these settings, click the back link in the upper left corner to return to the screen with the incoming server settings. You can now click Done in the upper right.

Outgoing Issues

  1. To get to the outgoing settings, you first need to navigate to the Incoming Mail Server section.
  2. Near the bottom of this section, you should see Outgoing Mail Server section with SMTP below it
  3. Tap SMTP
  4. On this page, you should see Primary Server with a server listed below it, tap this server name.
  5. You should now see the outgoing settings
  • Host Name – this should be mail.domain.com (where domain.com is your domain name)
  • User Name – this is your full email address (including the @domain.com)
  • Password – this is your email address. If you are not sure it is correct, delete the dots and retype it
  • Use SSL – must be on
  • Authentication – must be set to password (this is a common issue)
  • Server Port – 465 (this sometimes reverts to 587, this is a common issue)

Once you confirm these settings are correct, click Done in the upper right. Your device should now verify.

Still having issues

If you are still not able to connect, there are a few other tricks to try:

  1. As mentioned above, ensure that there is no mail stuck in the outbox
  2. Once you are sure the outbox is empty, restart the device
  3. If your device is taking a long time to verify, it is going to fail. You may want to force close the app and try again. You should restart the device as well.
  4. If you tried all of these steps and you are still unable to connect, you can try shutting off your Wi-Fi and try connecting using your mobile data. If this works, your Wi-Fi IP address is blocked. Find your IP address and contact support, or submit a ticket.