There are many variables to consider when you cannot access your email account. Luckily, it usually takes no more than a few minutes to identify where the issue is.
These steps are general, but are given in a logical order. You may have already checked a few. If you've checked them all and none of them are yielding results, reach out to us and let us know.
- Identify which device or devices are experiencing trouble.
If you access email on multiple devices (such as a phone and a computer), attempt to access email on each of those devices. If you can access it on one device but not the other, you can proceed with the assumption that it is an issue related to that particular device and continue with troubleshooting on that device. If you cannot access email on either device, it is probably easier to proceed with your laptop or desktop, but do what is most comfortable for you.
- Make sure you are connected to internet.
Search something in Google or the search engine you use. If it loads, your internet is connected. If it does not load, your internet may be experiencing issues. You will need to address that before proceeding with further troubleshooting. You may need to contact your internet provider.
- Try to access Webmail through your browser.
Go to webmail.yourdomain.tld. So if your website is example.com, you will need to go to webmail.example.com. If it is college.edu, you will need to go to webmail.college.edu.
Does it load?
If it does not load, times out, refuses to connect, or you get another error, that likely means your IP is blocked or the system is experiencing an outage. Regardless, you will need to contact us. Locate your IPv4 address and provide it to us with a brief description of your issue. (Hint: You can find your IPv4 by clicking here.)
If it does load, go ahead and try to log in. If you cannot log in, well, you probably don't know your password. That is where you'll have to start. Don't try to guess it or you will risk blocking your IP address. Log in to cPanel and reset it or reach out to us and we can reset it.
- Are you using an email client?
Email clients are anything other than Webmail that you use to access your email, like Outlook, Thunderbird, and Apple Mail.
If you can access Webmail (as referenced above) and you cannot access it through your email client, the issue is almost certainly in your email client's settings.
To reset/troubleshoot your email client's settings, reference this article, or reach out to the support team for your email client.
If you have checked all of the above and cannot diagnose or remedy the reason you are unable to access email, feel free to reach out to us. You can send an email from an alternate email to us at email@example.com. (Don't forget to include the troublesome email address!) Or, give us a call at 615-370-1530.