Answer the below questions to determine which common mail problems you’re currently experiencing:

Common mail problems


There is no disk space limit on a mailbox. If the allocated disk space of an hosting account is exceeded, over-usage charges will be billed for the extra disk space used.

Basic accounts have a 1Gb allocation for all domain emails.

There are 2 points to take into consideration when managing mailboxes for optimum use and reduced charges.

  • Large volumes of mail and large mails (over 500kb) would affect the performance of your account and make viewing mails online cumbersome.
  • Using an Imap mailbox is nice as it allows you to have all your email stored online. However it does mean a huge increase in storage used.

Ensure your email settings are configured correctly

We will be renewing our server SSL/TLS certificates between 30 June — 8 July. Following this update, you may receive a prompt in your mail program requesting you to accept the new certificate. You may safely do so. You will also need to ensure your email settings are configured correctly.

Before doing so, please note that xneelo now offers SSL/TLS for mail. This means that you can use either your domain name (if both website and mail for your domain are hosted with us) or your server name in your email settings.

Email settings using the domain name:

Incoming mail settings:
mail.example.com
SSL/TLS = on
Port = 993 (IMAP), 995 (POP)

Outgoing mail settings:
smtp.example.com
SSL/TLS = on
Port = 465

Note: this does require your website DNS records as well as mail.example.com and smtp.example.com to point to our hosting servers. If they don’t, please use the hosting server name.

 

Try to access your email with Webmail. If you can’t log in, and you’re sure that your email address is correct, then you probably have a password error.
Passwords can be reset by contacting us.

Browse to any site see if you have a connection e.g. google.com. If you’re reading this article from the computer or device with the trouble email, then your internet connection is fine.

Common errors during setup are:

  • User Name needs to be the full email address
  • The SMTP port is 587, not 25
  • SMTP Authentication is required — use the same login and password as the incoming server
  • Use No SSL — unless you enable SSL fully with the correct ports and server name

Refer to our step-by-step visual setup guides for help.

DNS propagation will need to complete before the email is fully active, as the incoming and outgoing server names (mail.yourdomain and smtp.yourdomain) will not be found. Alternatively, the IP address can be used instead of the server names until propagation has completed — which can take up to 72 hours.

It’s a good idea to set up your new email addresses before the domain has been transferred, while still maintaining the previous email setups.  In this way you can avoid losing any email during the transfer process, while email may be delivered to both the old and new hosting servers.

The names of the incoming server (Mail.yourdomain) and outgoing server (smtp.yourdomain) will need to be temporarily replaced with the IP address of the hosting server.

If there are issues with mail after the transfer and propagation has completed, it is possible that MX records from the previous host are interfering and need to be corrected.

1. Server authentication error

server-error

Choose Show Certificate and Trust. This occurs as you don’t have an SSL certificate for your domain, while Mail is referencing the server name.

2. Email not working

Is your mail suddenly giving errors, possibly after an update? Take note of the following advanced settings and follow our step-by-step visual troubleshooting guides.

  • Automatically detect and maintain account settings is not ticked
  • Use SSL is not ticked
  • Authentication is set to Password
  • Allow insecure authentication is ticked

Check that these settings are saved by exiting the Accounts tab and then re-opening and confirming that the settings are still correct — unfortunately these settings often revert back on exit.

If you create additional email folders outside of Mac Mail (and you use an IMAP connection) your new folders may not automatically show up in Mac Mail. Fortunately, you can subscribe to those folders (known as mailboxes in Mac Mail) so that you can view them in your Mac Mail email client. This tutorial will walk you through the necessary steps for subscribing to email folders in Mac Mail.

  1. Begin by opening Mac Mail.
  2. From the Mac Mail menu, click on Preferences, then Accounts.
  3. Select your email account and click the Advanced tab.
  4. Select the check box next to Automatically synchronize changed mailboxes.
  5. Close the Preferences window and when prompted, save your changes.
  6. Close Mac Mail and restart the program.
  7. If you have any trouble seeing your folders, select View from the menu bar and choose Show Mailbox List (Show Mailboxes in versions prior to 5).
  8. Click on the triangle beside your email account in the Mailboxes sidebar to show your IMAP folders.

Check your Outgoing SMTP server settings, particularly:

  • that the server is smtp.domain
  • that the port is 587 (not 25).

Use the relevant Troubleshooting guide to find the Outgoing Server settings for your mail client.

Check your Incoming Server settings:

  • The server name is mail.domain e.g. mail.example.com
  • Pop is port 110
  • IMAP is port 143

Use the relevant Troubleshooting guide to find the Incoming Server settings for your mail client.

Are you able to browse the web, but not access your mail? If this mail account was working previously, then this may be a network problem. Try to access your mail via Webmail. If this works, then the problem lies on your network

If you have not received a specific email, then check your spamfolder in your mail client, or via Webmail. It is possible that legitimate emails inadvertently get caught by the spamfilter.

If you are using IMAP you may not be subscribed to all folders.

For Telkom ADSL, outgoing server is smtp.dsl.telkomsa.net or smtp.saix.net
For Telkom Analogue Dial Up, use smtp.saix.net or smtp.dsl.telkomsa.net
For 8TA (Eita), the outgoing server is smtp.saix.net
For MWEB ADSL, outgoing server is smtp.mweb.co.za or smtp.mweb.net

For Vodacom 3G, outgoing server is smtp.vodacom.co.za or smtp.vodamail.co.za
For MTN 3G, the outgoing server is mail.mtn.co.za
For Cell C the outgoing server is mail.cmobile.co.za

For Iburst, outgoing server is smtp.iburst.co.za
For I.S. ADSL the outgoing server is smtp.isdsl.net
For I.S. 3G the outgoing server is smtp.isgsm.net or smtp.dial-up.net
For goggaconnect outgoing server is smtp.vodacom.co.za

For Neotel, outgoing server is smtp.neomail.co.za
For ABSA, outgoing server is smtp.absamail.co.za or mail.absa.co.za
For @lantic (ADSL,Dialup, ISDN) : smtp.lantic.net
For NetActive (ADSL,Dialup, ISDN) : smtp.netactive.co.za
For Polka (ADSL,Dialup, ISDN) : smtp.polka.co.za