Email troubleshooting
If you are having problems sending or receiving email or getting login errors or other issues when you're trying to set up an email client this guide should help you identify and resolve the problem in only a few simple steps.
- Check your login details
The next most common issue is using incorrect login details.
You can check this very easily by trying to login to webmail for your domain. We have a separate guide that will walk you through this - How do I log in to my webmail.
If you can log in here then you can be sure your username and password are correct - if not it'll almost certainly mean you're using an incorrect password - you can reset this within cPanel and then re-test. - Check your MX records point to Krystal
Mail Exchanger or MX records allow mail servers on the internet to find out where to send an email - in order for you to receive an email, your Krystal managed domains your MX records need to point to Krystal's mail servers.
In a web browser visit intodns.com (external site link opens in a new window) - this is a third party tool that will report the current MX records for a domain. Type your domain in the box and click the report button:
Scroll down through the resulting report to the MX section - you should see Krystal's MX records
20 mx2.cloudhosting.co.uk
10 mx1.cloudhosting.co.uk
or
20 mx2.krystal.co.uk
10 mx1.krystal.co.uk
or, if you are a reseller
20 mx2.uksrv.co.uk
10 mx1.uksrv.co.uk
If you see anything other than Krystal's MX records (krystal.co.uk or cloudhosting.co.uk) it indicates that your email isn't currently being hosted (received by) Krystal's mail servers. This may be because it's still pointing at a previous provider, or you're using Gmail or Office365 or another external email service.
To receive email via Krystal's email servers you'll need to add the correct MX records in your domains DNS. - Check your ports
When setting up an email client, whether on a PC, Mac or phone you'll need to be sure you're using the right port numbers. Port numbers are used on a server to identify what service you're trying to connect to.
All our email servers require a secure connection - so you'll need to ensure you set up your client to use TLS (often called STARTTLS) is preferred, or SSL if TLS isn't available - often there's a tick box in the settings (or advanced/more detail settings) for this. You will also need to use the following ports:
Some mobile phone email clients may need you to view the advanced settings to add the ports. Others may not have a specific field for the port number, so you'll need to include it along with the server name e.g. mail.example.co.uk:587 or serverhostname:587 - replacing example.co.uk with your domain and server hostname with your specific hosting server e.g. hera.krystal.co.uk:587Service
Port
SMTP (outbound/sending email)
465 (SSL) or 587 (STARTTLS)
IMAP (inbound/receiving email)
993
POP3 (inbound/receiving email)
995
We also have a variety of email client specific setup guides here. - Is the issue with sending an email, receiving email or both?
Problems sending email
Do you receive an error message or bounce-back - this will often yield useful information about the issue. If it doesn't help you reach a resolution directly you can open a support ticket via the Krystal Client Area - please include the following details:
- The sender and recipient email addresses
- The exact date/time you tried to send the message
- Any failure message you received after sending the message
If the bounce-back mentions a server blacklist, our team are likely to already be working on the issue and we will provide updates via krystalstatus.co.uk - link opens in a new window
It is critical that you provide this information for a specific message that failed - without this we cannot determine the exact reason for the message failure.
If you suspect that your email address is being used to send out spam, then we urge you to change your e-mail password immediately, and let us know what you found. We will always investigate suspected unauthorised access as a priority.
If we find any mailbox is being used to send spam, then we will shut down the mailbox (by randomising the password) and/or we may suspend the cPanel account, depending on the severity of the breach we find.
Problems receiving email
If your MX records, log in details and ports are correct (you've completed steps 1, 2 & 3) then the next places to look for an issue will be;
Check your account isn't over quota - this will stop you from receiving new email.
Check your Email Routing is set correctly
SpamExperts - our anti-spam solution, has Email Destinations - to let it know where to route inbound email after it's been scanned. We need to check for a route to your host server. If you discover a missing or incorrect Destination at this point then you should also Clear the SpamExperts Callout Cache once you've updated it. - If you're still having issues after completing all the previous checks and resolving any problems found please contact support, via chat, or by raising a support ticket through your Krystal Client Area.
