iPhone & iPad mail troubleshooting

User Name :
Your user name is your full email address
Incoming Server : mail.
Ports : IMAP 993 / POP 995
Outgoing Server : smtp.
Port : SMTP 465
Encryption: SSL/TLS



This guide will help you fix errors in the setup of an email account on an iPhone or iPad.

Is this a first time setup? Then use our Auto-configuration tool or  iPhone-iPad email setup guide, rather than this troubleshooting guide.

Replace example.com with your domain name.

Check your password

  • First check  your password by browsing to Webmail and trying to log in. If you aren’t able to log in, then you have the incorrect password. Forgotten passwords can be reset in konsoleH – you will need to get your domain or web administrator to update it for you if you don’t have konsoleH access.
  • Do you use a Mac Keychain? Make sure that the password saved in your keychain is correct – here’s how.

Check your account settings

    1. Select settings on your home screen.
      iphone settings icon
    2. Select Mail from the menu
    3. Under Mail, select Accounts
    4. Click the Account name
    5. Ensure that your Incoming Mail Server settings are correct:
      • Host Name starts with mail. followed by the domain name e.g. mail.example.com*
      • User Name is the full email address
      • Password is correct (forgotten passwords can be reset in konsoleH)
    6. Select SMTP
      Then click the Primary server
    7. Ensure that your Outgoing Mail Server details are correct:
      • Host Name starts with smtp. followed by the domain name e.g. smtp.example.com*
      • User Name is the full email address
      • Password is correct
      • Use SSL is on
      • Authentication is Password
      • Server Port is 465

Once you have confirmed all your settings are correct, select Done.

* Note: In isolated cases mail.domain (e.g. mail.example.com) and smtp.domain won’t work. In these cases you will need to use the server name instead e.g. www34.cpt1.host-h.net. Find my server name.

Still struggling? Refer to our guide of common email problems or contact our Support team.