Email Configuration
** Kindly familiarize yourself with the extent of our Support before creating a support ticket. **
If your web hosting service with us has provision for email, the following email configuration settings will usually work:
Replace {your-domain-name} with your actual domain name.
Incoming/Outgoing Mail Server: mail.{your-domain-name}.co.za OR mail.your.co.za*
Mail Sending Port: 26 (NB! This differs from the default of 25)
Mail Receiving Port: 110
Mail Type: POP3 (recommended)
Username: you@{your-domain-name}.co.za – (This must be the full email address and can’t just be the name in front of the @ sign)
Password: (whatever was chosen at the time of email account creation)
There is one additional setting, which typically reads “my outgoing server requires authentication” – This needs to be enabled in order to be able to send mail correctly.
In Outlook for example
Webmail
In most instances, webmail is enabled for the account holder where an email service is provided, webmail is accessible at:
www.{your-domain-name}.co.za/webmail or www.your.co.za/webmail
Exclusions
* Some clients may have a split-record where the web hosting portion is being directed to a 3rd party service, but the email is being served by Your.co.za. In these instances its better to use the fall-back of mail.your.co.za as the named location of your email.
Troubleshooting
There are a number of reasons why email may not work as expected as it leaves your device, over your network, through your ISP’s network and onto the internet.
In order to best troubleshoot problems it is best to test email using the webmail interface.
Testing through webmail effectively cuts the possible causes for your issue in half, and rules out many of the problems that occur as a result of a badly configured device, or poor ISP/network performance.
- Log into webmail as described above (using the full email address) and attempt to receive or send email.
If this works, the issue likely does not relate to something we have control over and you should explore alternate support options before logging a support request. - If you are unable to log in via webmail, check that you have the correct password for the email account you are attempting to log into. Passwords to email accounts can be changed within the cPanel for the service itself – Do note that the password to email and cPanel are typically never the same and you should keep your cPanel password safe and at hand.
Problems Sending Email – You can receive, but you can’t send
Being able to receive, but unable to send email usually boils down to one of 2 or 3 problems.
- Double check the sending port has been set to 26 and is no longer the default of 25 as per your email configuration.
Your ISP may, from time to time, block the use of the default mail port of 25, this may prevent you from sending mail. - Ensure that the application you are using to gather your email has the setting “my outgoing server requires authentication” ticked – This makes sure that before your email program attempts to send email, it logs in before it sends. This is required to send mail correctly.
- In very rare situations, your ISP may have provided you with a blacklisted IP address, and the Your.co.za mail server may actively block mail originating from you.
This problem is typically more common with very small ISP’s especially start-up ISPs who provide rural or long-range/make-shift internet connections.
The best way to attempt to test this is by establishing an internet connection through an secondary method (connect via your cell phone for example). This will bypass your ISP and use a cell-tower, which if it works, would prove that the issue is with your primary network. You may also elect to use a VPN if you have access to one (usually a paid service), as this will give your device a different IP address on the internet and may help prove the problem with your primary network IP address.
Note that if this problem is relevant to you, that this is a security issue and needs to be resolved with your ISP – we are unable to create exclusions to the security system as it would compromise the security for all users.
Problems Receiving Email
From time to time, you mail feel that you are not receiving email, this is unfortunately a very difficult thing to test without a full error stub from the person who sent you an email and received the error. Having access to that full report goes a long way to address the problem.
In the absence of an error report, you may attempt to send email to yourself from a 3rd party email address (outside of our network) – Gmail is usually a rock-solid testing method to send email from – you are then able to log in via webmail to see the email has arrived. It is recommended that you have any 3rd party software such as Outlook closed while attempting to test the receiving of email, as Outlook may quickly receive email on your behalf and hide it to you behind a filter.
Full Email Accounts
The recommended way to manage email is to have an account that offers a suitable amount of storage space such that you can host a website (if required), that all your website files and emails have amply space to be manually backed up into, to set limits on how much a mailbox can hold, and to heed storage warnings before they become an issue.
The recommended method of email retrieval is POP3 – While IMAP is supported it is not recommended.
Using POP3 over IMAP will allow mail to be retrieved off the server before the server is cleared, while IMAP always maintains a duplicate copy on the server unless purged.
Using IMAP will likely lead to a full mailbox over time unless you stay on top of how much space your email account takes up.
The hosting automation will look at your account’s overall usage as well as the individual mailbox usage and mail you daily once you start approaching the maximum limits for each.
Email accounts can be created with ‘unlimited’ space – there is however a limit on each hosting account. Logically then, the total storage taken up by all email accounts, hosting and available backup space must be less than the overall hosting accounts space allowance in order to avoid issues.
Rarely, email accounts can become so full that there is not even enough free space on the disk to write the log files required for the correct maintenance of an email account, and as a result a full mailbox may result in an account lock-out, preventing you from logging in, to remove excessive files, at all. You should have been receiving and heeding the storage limit emails, but if you do find yourself in this lockout situation, we are able to temporarily super-size your hosting account to accommodate your logging in. (Do note this can only be done once, and you should take this opportunity to solve the problem). If an account lock-out occurs on an already super-sized account, a mandatory account size upgrade will need to be processed in order to raise the limits to allow you to log back in.
Kindly note that we do not prune, resize, or delete any files or emails you have stored on your behalf.
Managing your stored data is your responsibility. ♥
Spam / Blacklisted
Many of the email addresses we provide operate through a larger community server which has available to it a number of IP addresses which may be used to send email.
Rarely, a bad actor within our network may violate our terms of service and as a result one of the IP addresses used for sending mail may be temporarily blacklisted.
If you do receive a notification that the IP address you are using to send email is blacklisted, you may attempt to resend the email in a few minutes time – This will allow another of the IP addresses which are available to send that mail on your behalf.
If your domain name has been mentioned by name in the blacklisting, this solution will not help and you should take care to better understand why your email address has been blacklisted.
