Client Support

Please review the following settings if you are having trouble connecting your email client to Rackspace, or if emails are not sending/receiving.

As a short-term solution you can always log in to Webmail to see your emails:

Webmail login: https://apps.rackspace.com/

You can also use the Webmail login to double-check your password. This is useful if your email client doesn’t accept your settings. Log in to Webmail to test, and once you are sure you have the correct password, try setting up the email address again in your email client.

USER INFORMATION

"Username": your full email address, e.g. [email protected]

"Password": Your mailbox password*

*If you are unsure you have the right password, you can test this by logging into Webmail

SERVER INFORMATION - INCOMING

IMAP (incoming): Server name secure.emailsrvr.com and port number 993

POP3 (incoming): Server name: secure.emailsrvr.com and port number 995

POP vs IMAP

When setting up your email client you can choose between a POP and an IMAP account. IMAP works with email directly on the server, while POP fetches mail from the server and stores it locally. IMAP is better for syncing email across devices as email remains on the server. Some Email clients such as Gmail will only allow POP connections.

SERVER INFORMATION - OUTGOING

SMTP (outgoing): Server name secure.emailsrvr.com at port number 465

ENCRYPTION

Some email clients will ask for the type of encryption, this should be set to SSL, and the server requires authentication.

EMAIL SETUP WIZARD

If you have trouble setting up your email client, or you need to trouble shoot an issue, please try using this wizard which has more detailed instructions with screenshot for different email clients. Enter your email address and password and proceed through the wizard at https://help.emailsrvr.com/

If you have lost your email password, please contact us and we can reset it for you.

Most likely you are using an email client such as Gmail or Outlook to check your emails. Most email issues are caused by connection issues between your email client and the server, and the reason is usually incorrect settings in your email client. Sometimes things change and what used to work doesn’t anymore and needs to be reconnected.

1. Please try logging into Webmail at https://apps.rackspace.com/ first to check if the issue is occurring there too. For example, if you can’t send or receive emails, try it in Webmail to make sure it is working on the actual server. If it doesn’t work in Webmail please contact us using the form below.
2. Most likely it will work in Webmail but not in your email client. In that case, you need to go to your email client account settings (e.g. in Gmail or Outlook) and check the connection settings.
3. You can refer back to the email with the connection settings that was sent to you when we first set up your emails or see the end of this guide for the generic email settings – hostnames, port numbers etc
4. Make sure you have the right password in your connection settings – you can test your password by logging into Webmail
5. Make sure, in your connection setting you are inserting your full email address wherever it asks for a username
6. In the outgoing email settings, sometimes it will say “optional” for username and password, but this is not true – you must put the username (=email address) and password in for the incoming AND outgoing email settings
7. Authentication via SSL should be turned ON
8. If none of the above helps, check if there is a software update pending on your computer or phone. Sometimes software updates can mess around with the email settings. Update and then try again.
9. Take a screenshot of the email settings for the outgoing and incoming server and send it to us using the form below so that we can review it and see if we spot any issues
10. If none of this helps, you might need to get an IT provider to help you set things up correctly as there may be issues on your device such as a firewall blocking access, or software updates that are interfering with the emails.

If you know that someone has sent you an email, and you haven’t received it, here are a few things to check:

1. Wait for a couple of hours as occasionally emails can take a while to come through
2. Check if you can receive emails on other devices, e.g. your phone/laptop/iPad
3. Check your junk mail folder to make sure the email didn’t end up in there
4. Login to Webmail to check if the email is there
5. If you have not found the email after completing the first 3 steps, check if the person sending you the email received a bounce back or error message
6. If they did receive an error or bounce back message, check what it says.
   • If it says “mailbox not found”, most likely they made a typo in your email address.
   • If it says something about a spam block, it’s possible that their email address has ended up on a spam blacklist and is being blocked by our email provider (Rackspace). They might need to work with their email provider to get their email address removed from the relevant blacklist (this information is usually provided in the bounceback message).
   • If it says something about suspicious content, they might have put something in their email that is flagged as suspicious, e.g. a link or some text.
7. If they did not receive an error or bounceback message, check if you’ve accidentally blocked their email address.
   • In Webmail, click on the Settings cogwheel in the top right corner, then in the popup, click on Spam Settings > Blocklist. Check if the email address, domain or IP address is in the list, and if so, remove it. While you are there, you can also add their email address to the Safelist to make it less likely that it is blocked. See more instructions here.
   • In your Email Client (e.g. Gmail or Outlook), you will also have a block list feature. You might need to google where to access it, depending on your email client. E.g. in Gmail, it’s found under “Filters & Blocked Addresses”. Here you can also check that you haven’t blocked their email address, and you can also add them to a Whitelist.
8. Ask the person to resend their email to you to check if it is working now
9. If the above steps don’t resolve your issue, contact us so that we can check with the email host if they can trace the missing emails. Please send us the sender email address, receiver email address, date and time, and subject of the missing email/s

If you can generally send emails, but emails to specific people bounce back or do not arrive, please review the following steps.

1. Ask the person you emailed to check their junk mail folder
2. If the email is not there, check if you received a bounceback or error message (this might be hiding in your junk folder)
3. If you did receive an error message, check what it says.
   • If it says “mailbox not found”, most likely you made a typo in their email address.
   • If it says something about a spam block, it’s possible that your email address has ended up on a spam list and is being blocked by their email provider.
     • Usually, this resolves itself within a few days as the email addresses are removed from the blacklists
     • Contact us with the error message and we can ask Rackspace to make sure they have requested removal from the blacklists
     • In the meantime, you can try resending the email a couple of hours later, or log in to Webmail and send it from there
     • See the next section for more details about spam blocks
   • If it says something about suspicious content, you might have put something in your email that is flagged as suspicious, e.g. a link or some text
4. If you did not receive an error message
   • They might have accidentally added you to a block list with their email provider. Ask them to check their email block list to make sure your email address or domain is not on it.
   • Ask them to add you to a whitelist/safelist so that your emails are less likely to be blocked by their provider.
5. Resend your email to test if it is working now
6. If none of this resolves the issue, contact us so that we can check with the email host if they can trace the missing emails. Please send us the sender's email address, the receiver's email address, the date and time, and the subject of the missing email/s.

If you sometimes can’t send emails to certain people or providers (such as Hotmail), but at other times the emails are sent fine, then it’s likely that your email address is on a spam blacklist. Please see below an explanation of why this can happen and what to do about it:

Most email services (other than for large businesses) rely on shared IP addresses to send emails from, so your emails are being sent through a pool of IP addresses that is shared with other users. That is usually a good thing because email providers such as Hotmail get to know these IP addresses and trust them.

However, if someone starts sending a lot of spam (which may not be intentional but could even be because they got hacked), then the IP addresses that the spam was sent from can end up on a temporary spam blacklist. Some providers such as Hotmail are pretty strict with this and won't accept any incoming emails from those IP addresses.

If you happen to be in a shared IP address pool and one of those IP addresses gets blacklisted because of the actions of another user in the pool, then your emails can bounce back if they happen to be sent from that particular IP address (the IP addresses cycle through so that's why not all emails bounce).

The blacklists aren't permanent, and we can contact Rackspace to request a removal of the IP address from the blacklist. The blacklists are not controlled by Rackspace so all they can do is ask for a removal, and then it usually takes a day or sometimes a few days for the removal to be completed.

Please forward us the error message so that we can see the IP address that is mentioned in the bounce email, and we can submit it to Rackspace to try and get it cleared.

In the meantime, you can work around the issue by:

• Resending the email a little later. Often it will then go through because it's likely to be sent from a different IP address next time.
• Sending the email from Webmail. Webmail uses a different IP address pool so it may be more likely to go through.

If your emails frequently end up in people’s junk mail folders, please contact us.

We can check if your domain’s DKIM, SPF and DMARC records are set up correctly. If these are incomplete, it can sometimes lead to emails being flagged as spam.

You might need to change DNS records if you are changing email providers.

Please send us a message using the form below, describing your request, and we can work out the best way forward depending on where your DNS is actually hosted.

Unfortunately not, we provide email hosting but don't specialise in setting up computers and other devices. We can help you troubleshoot the setup via phone, and if you need more support you may need an IT provider to help you set everything up. We do have some contacts so let us know if you need a recommendation.