Email Troubleshooting

If you can’t send or receive email or your website is showing a blank page you may have been locked out as a security measure. Typically this happens after multiple failed log in attempts or because of misconfiguration in a device trying to access your email.

To re-access your email:

  1. Remove the email account from all devices
  2. Submit an unblock request below
  3. Re-add email accounts as per the set up details below
Submit an Unblock Request

To clear a security block please enter your domain name and your public IPv4 address in the form below.

For additional help please contact support.


Enter the domain name which has been blocked i.e. controlx.co.uk
Enter your IPv4 address i.e 198.180.56.18 (find IP )
Alternate email address where I can reach you until the block is cleared

Webmail

Webmail is the easiest way to access your email.

Log into Webmail with your email address & password.

You can also administer various settings, including:

  • Auto Responders / Out of Office
  • Email Forwarders
  • Spam Filter

If you are unsure of your log-in details please contact support.


Email Software

Send and receive email via your preferred email software.

Two ways to set up your inbox:

1. Download a config file to automatically set up your email software:

Auto Config – Mobile

Available for:

  • iPhone / iPad / MacOS
  • Android

Go to Webmail Home

Log into your Webmail account (see above) with your email address & password.

1. Set up email on your device

  • Select the device [Apple / Android ]
  • Enter an email address that you can access from your device
  • Select the configurations that you would like to set up (select all that apply)
  • Hit Send 

2. Check your email (where you sent the config file)

  • Open the Client Configuration settings email
  • The config file should be attached 
  • Open the config file on your device and follow the instructions

3. Check your email

Auto Config – Desktop

Available for:

  • Thunderbird
  • Mail for Windows
  • Microsoft Outlook
  • Windows Live Mail

For Mac OS use the Mobile method(see above).

Go to Webmail Home

Log into your Webmail account (see above) with your email address & password.

Automatically configure my device

  • Follow the link to Automatically configure my device
  • Select your email software and click the protocol link to download the config file
  • Open the config file on your device and follow the instructions…

Mac – you will be prompted to review the profile in System Preferences

  • Go to: System Preferences > Profiles 
  • The new profile will display at the top > hit Install
  • Enter the account password when prompted 

Check your email


2. Manually configure your email software:

Gmail – use Gmail to send and receive

If you use the Gmail or the Gmail App you can set it up to send & receive email from your account:

  • Log into your Gmail account
  • Select – Settings (cog in top right) > See All Settings
  • Select – Accounts and Import
  • Select – Check mail from other accounts: Add a mail account
  • Follow the step-by-step instructions
Inbox (IMAP) – sync mail across multiple devices

Access email via email software on your computer (Outlook, Mail, etc), or via the email software on your mobile phone or tablet.

Enter these details in your preferred email software:

  • Username: Your email address
  • Password: As supplied
  • Incoming Server: mail.yourdomainname.com
  • IMAP Port: 993
  • Outgoing Server: mail.yourdomainname.com
  • SMTP Port: 465

IMAP and SMTP require authentication.

We recommend using IMAP over SSL/TLS as it provides increased security for your interactions with the remote mail server.

Inbox (POP) – download email to a single device

Access email via email software on your computer (Outlook, Mail, etc), or via the email software on your mobile phone or tablet.

Enter these details in your preferred email software:

  • Username: Your email address
  • Password: As supplied
  • Incoming Server: mail.yourdomainname.com
  • IMAP Port: 995
  • Outgoing Server: mail.yourdomainname.com
  • SMTP Port: 465

POP and SMTP require authentication.

We recommend using POP3 over SSL/TLS as it provides increased security for your interactions with the remote mail server.