Sending or receiving doesn't work: how to fix it

Doesn't your mail work in your mail program or on your phone? Then go through these steps, in this order. Most problems are solved within a few minutes.

Step 1: does webmail work?

Log in at webmail.weboke.nl with your full e-mail address and your password (see Opening webmail).

• Logging in doesn't work: the password is incorrect. Set a new password (see Changing the password of an email address) and enter it on all your devices.
• Logging in works, and you see your mail: your mailbox is working. The problem is in your mail program's settings. Continue with step 2.
• Webmail doesn't load at all (but it does on your phone via 4G): go to step 3.

Step 2: check the settings

Compare the settings in your mail program with this list:

The errors we see most often:

• Entering only info as the username instead of the full address.
• No username and password entered for the outgoing server, or authentication turned off. Then you can read mail but not send it.
• An incorrect port or security setting, for example 587 with SSL/TLS instead of STARTTLS, or port 25.
• A server name such as mail.yourdomain.com, imap.yourdomain.com or smtp.yourdomain.com that doesn't point to your package. Use your domain name or the server name (see All settings at a glance: servers, ports and security).
• Your website is hosted somewhere else, or your domain has moved: then your domain name won't work as a server and you need to use the server name.

Step 3: is your IP address blocked?

After a number of failed login attempts, the server blocks the IP address they come from. This is often caused by a single device, such as an old phone or a second computer, that is still trying to log in with an old password. You'll notice because your mail, webmail, website and DirectAdmin suddenly stop working from your own internet connection, while they still work on your phone via 4G or 5G.

1. In My WebOké, go to Support centre and then Am I blocked?.
2. Your IP address is already filled in. Click Check.
3. If your IP address is blocked, you can unblock it here yourself.

Please note: Immediately afterwards, set the correct password on all your devices. Otherwise, you'll be blocked again within a few minutes.

Step 4: a message about the certificate

Do you get a message such as "The target principal name is incorrect", "Cannot verify server identity" or "The certificate belongs to another website"? Then the server name you entered doesn't match the server's security certificate.

• Use your package's server name, such as linux2023.webawere.nl, as the incoming and outgoing server. This way, you'll never get a certificate message.
• If you want to use your own domain name, make sure your domain points to your package and has a valid certificate (see Requesting a free Let's Encrypt certificate).
• Check the certificate in the message. Does Issued by show the name of your antivirus program (for example Norton, Avast, AVG or ESET)? Then the antivirus program is replacing the certificate. Turn off encrypted mail scanning in your antivirus program, or update it.

Don't just dismiss such a message with "continue anyway": then you won't notice if something is really wrong.

Step 5: sending doesn't work

• Check the outgoing server: port 587 with STARTTLS or 465 with SSL/TLS, authentication on, full e-mail address and password.
• "Account ... can not send emails from ...": you're sending from a different address than the mailbox you're logged in with. This is only allowed from a forwarder that forwards to your mailbox (see Forwarders: forwarding mail to another address).
• "You have reached your message limit": your package's sending limit has been reached (see Send limits and the 'message limit reached' message).
• In webmail: "SMTP error (535): Authentication failed", even though logging in worked: leave the Server field empty when logging in, and check whether mail.yourdomain.com points to your package (see Opening webmail).
• Your mail is rejected or ends up in the recipient's spam: see My mail ends up in the recipient's spam folder and Verzenden geweigerd: blacklists en limieten.

Step 6: receiving doesn't work

• Is the mailbox or your package full? Then new mail is rejected (see Storage per mailbox and what happens when it's full).
• Does mail for your domain actually arrive with us? If your MX records point to another provider, such as Microsoft 365 or Google Workspace, the mail arrives there and not in your mailbox at WebOké (see MX records: where does your e-mail arrive?).
• Is it just one sender? Check with E-mail Tracking in DirectAdmin whether the mail arrived or was rejected (see E-mail Tracking: where did my mail go?), and check your spam folder.
• Do you use POP3 on another device? Then that device might be removing the mail before you see it (see IMAP or POP3: what's the difference?).

More causes are listed in Ik ontvang geen e-mail meer and Ik kan geen e-mail versturen.

Still stuck?

Ask the AI assistant in My WebOké, or create a ticket via Support centre. Mention which e-mail address it concerns, which program or phone you're using, which settings you've entered and the exact error message (a screenshot helps). Never include your password. See also Asking for help: what should you tell support?.