Thunderbird email troubleshooting


This guide will help you fix errors in the setup of an email account in Thunderbird.

Is this the first time you’re setting up this email account? Then use our new email setup guide, rather than this Thunderbird email troubleshooting guide.

Replace 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 or the xneelo Control Panel– you will need to get your domain or web administrator to update it for you if you don’t have access the the control panel.

NB: After resetting your password, you will need to access your Thunderbird Password Manager to replace the old password: here’s how.

Check existing account settings

1. Launch Mozilla Thunderbird

2. Choose the relevant email account tab on the left, and then click on Account Settings on the top right

3. Choose Server Settings to view the Incoming server settings


4. Check that the server settings are correct:

  • Server Name is mail. followed by the domain name e.g.*
  • Port is 993 (or 995 for POP)
  • User Name is the full email address
  • Connection Security is SSL/TLS
  • Authentication is Password

Select Outgoing Server

5. Select your outgoing server from the list and select Edit…

6. Ensure that your SMTP Server settings are the same as the screen below, ensuring that:

  • Server Name is smtp. followed by the domain name e.g.*
  • Connection security is SSL/TLS
  • Authentication is Normal password
  • User Name is the full email address

7. You can then select OK again. Your email account is now set up correctly.

* Note: In isolated cases mail.domain (e.g. and smtp.domain won’t work. In these cases, you will need to use the server name instead e.g. Find my server name.

Still struggling? Refer to our guide on common email problems or contact us.