Can't Access Your Email Address? Follow This Guide

Email is a crucial communication tool, and we understand how frustrating it can be when you can't access your email account. This guide will help you identify and resolve common issues preventing email access.

1. Connection errors and IP blacklisting

If you're seeing a connection error when visiting our webmail URL (https://mail.site.eu), your IP address may be blacklisted by our email server firewall.

This typically occurs when our security systems detect multiple failed login attempts from your IP address.

1. Visit https://whatismyip.com/ to find your IPv4 address
2. Send us your IPv4 address via email or live chat, along with the affected email address
3. We'll check if your IP is blocked and inform you of the number of failed login attempts and the date they occurred

• Review all your devices and ensure no email accounts are configured with incorrect passwords
• Use a password manager to maintain secure, unique passwords for each account

2. Subscription expiration

If you can access the login screen but still can't log in, your plan or domain name may have expired.

• Log in to your dashboard and check the status of your plan and domain name
• Renew any expired services if necessary

3. Recent email service activation

If you've just activated our email service for your domain, please allow up to 24 hours for the changes to propagate fully.

4. Missing DNS records

Proper DNS configuration is crucial for email functionality.

1. Visit your domain name control page in your Site.eu dashboard
2. Check for any notifications about missing DNS records
3. If the 'missing DNS records' notification is present, create the required DNS records as shown in your dashboard
4. After creating the DNS records, wait up to 24 hours for the changes to propagate fully

5. Does the email address exist?

Sometimes our customers try to log into an email address they forgot to create or didn't save properly. If the email address was not created first, you can't log into it.

1. Visit your domain name control page in your Site.eu dashboard
2. Click the "Email" tab on your domain name control page
3. Scroll down and find the email address you want to log into
4. If it doesn't exist, create the email address and make sure to press the green save icon

6. Password issues

If you're certain your subscription hasn't expired and DNS is configured correctly, password issues may be the culprit.

• Ensure you're using the correct username (your full email address)
• Check if Caps Lock is enabled unintentionally
• Try resetting your email address password via your Site.eu dashboard:
  1. Visit your domain name control page in your Site.eu dashboard
  2. Click the "Email" tab on your domain name control page
  3. Scroll down and find the email address you want to log into
  4. Enter a new password and press the green save icon to save the new password

7. Email client configuration

If you're using an email client (e.g., Outlook, Thunderbird), incorrect settings can prevent access.

• Verify your email client settings, including incoming (IMAP/POP3) and outgoing (SMTP) server details
• Check that your username (which is the full email address) and password are entered correctly in the email client

Still having issues?

If you've tried these steps and still can't access your email, please contact our support team with the following information:

• Your email address
• A detailed description of the issue
• Any error messages you're receiving
• Steps you've already taken to troubleshoot

We're here to help ensure you regain access to your email as quickly as possible.