Can't Access Your Email Address? Follow This Guide

Can't get into your email? Annoying. Usually it's one of a few causes. Check them one by one, from top to bottom.

1. Is your IP address blocked?

Webmail at mail.site.eu shows a connection error? Your email app keeps asking for your password? But everything works on your phone's mobile data? Then the firewall of our mail server has probably blocked your IP address. That happens after too many failed logins from your connection.

Here's how to get unblocked:

1. On the blocked connection, go to whatismyip.com and copy your IPv4 address.
2. Send it to us by WhatsApp, Telegram or email, together with the email address that doesn't work and your support PIN.
3. We check it and lift the block. We also tell you how many failed logins there were, and when.

All steps, with pictures: what to do when your IP address is blocked.

And stop it from happening again:

• Check all your devices, old ones too. Is an email app still trying a wrong or old password? Update it, or remove the account.
• Use a password manager. It keeps a strong, unique password for every account.

2. Has your plan or domain name expired?

You see the login page, but you still can't log in? Then your plan or domain name may have expired. Log in to your dashboard and check both. Has one of them expired? Renew it first, then try again.

3. Did you just turn on email?

Then give it some time. It can take up to 24 hours before everything works.

4. Are DNS records missing?

Your email needs the right DNS records. If some are missing, your dashboard shows a notice on your domain name. Open it to see which records are missing. Create them, or let us manage your DNS records with our default settings. Read why our default settings are the easiest choice.

Just created the records? Then wait up to 24 hours before they work everywhere.

5. Does the email address exist?

It happens: the address was never created, or it wasn't saved. Check it in your dashboard. Open your domain name, click Email and choose Email addresses. Your addresses are listed under Your email addresses.

Not in the list? Then create it first. Don't forget to click Create email address at the end. Read how to create an email address for your domain.

6. Is the password right?

• Your username is your full email address, for example info@yourname.eu.
• Check that Caps Lock is off.
• Still no luck? Set a new password. Under Your email addresses, click Change password next to the address.

Changed the password? Enter the new one in all your email apps too. Otherwise they keep trying the old one, and that can get your IP address blocked.

7. Are your email app's settings right?

Using an app like Outlook, Apple Mail or Thunderbird? Then check:

• The incoming (IMAP or POP3) and outgoing (SMTP) server details. Here are our POP, IMAP and SMTP settings.
• The username and password in the app. The username is your full email address.

Or skip the app for now and read your email in webmail: webmail: what it is and how to log in.

Still stuck?

Contact us, and send us:

• your email address
• what goes wrong, as precisely as you can
• any error messages you see
• what you already tried

Then we can help you get back into your email quickly.