Our most common support ticket is usually related to email. Understandably so because many people use email to conduct their daily business. Here are a few key aspects you may want to consider when experiencing email issues.
Is the server up and running?
If you think the server may be down, you can make use of this tool to see if it’s just down for you or down for everybody: https://downforeveryoneorjustme.com
If the result is “It’s not just you! yourdomain.co.za is down.” contact support for assistance.
If the result is “It’s just you. frikkadel.co.za is up.” please read further
Can you access the webmail?
Why is this important?
In many cases, clients cannot access their email because the server has blocked their IP address. Your IP address is probably blocked if you cannot access the webmail. Additionally, if you can access the webmail, try logging in with your email address and password to see if you are using the correct password.
How to unblock your IP address
- Visit our portal https://frikkadel.co.za/ and log in
- Click Support > Unblock IP address
- Enter your IP address in the block provided
- Click Check for IP block and remove
- If you do not know what your IP address is, type “What is my IP address” in your Google search box in Chrome.
How to reset your email password
- Log into your Cpanel
- Scroll down to “Email” and click “Email accounts”
- Click the “Manage” button next to the email account you are trying to access
- Enter a new password and click “Update email settings” to save
If the server is working and you can access the webmail and log in, the problem is usually related to your settings on your email client.
I have been using the same settings for months and it now suddenly stoped working
In our experience, sometimes when there are automatic software updates, the settings are reset to defaults. If this may be the case, please check your email settings. Make sure that you are using the correct ports and that “My server requires authentication” is ticked.
Settings:
Secure SSL/TLS Settings (Recommended)
Username: the complete email address e.g. info@yourdomain.co.za
Password: Use the email account’s password.
Incoming Server: mail.yourdomain.co.za
(e.g. mail.frikkadel.co.za – replace yourdomain.co.za with the domain you registered)
IMAP Port: 993 OR
POP3 Port: 995
Outgoing Server: mail.yourdomain.co.za
SMTP Port: 465
IMAP, POP3, and SMTP require authentication.
Connecting your email for the first time.
Mail Client Automatic Configuration Scripts
We have some great tools available to help you set up your email for the first time. You can access the “Mail Client Automatic Configuration Scripts” from your Cpanel. With these scripts, you can simply download the relevant script and run it to configure your email. Here’s how
- Log into your Cpanel
- Scroll down to “Email” and click “Email accounts”
- Click the “Connect devices” link next to your email address
- Choose the relevant email client
- If you are prompted to open, run, or save this file, choose “Run” or “Open”.
- If your computer asks if you would like to enter the information into the registry, choose “Yes”.
- Use your email account password as the password.
Alternatively, you can manually configure your email client
Please visit our knowledgebase for more information:
https://frikkadel.co.za/index.php/knowledgebase/5/E-mail