In this article, we'll guide you through troubleshooting your Webmail account if you cannot send or receive emails.

Test your account using Webmail

Webmail helps you determine whether the problem is with your email account or the email app on your device.

If you can send and receive emails through Webmail, your Webfactory Mail account is working. The problem is likely to be with the settings in your email app.

If you cannot sign in to Webmail or send and receive emails, continue with the checks below.

For more information, see our support article: how to access Webfactory Mail through Webmail.

Check your email address and password

Make sure you are entering your full email address as the username and using your email account password. Your email account password is separate from your Webfactory Hub password.

If you recently changed your password, update it in every email app and device connected to the account.

If you have forgotten your password, see our support article: how to update your email account password.

Check your mailbox storage

A full mailbox can prevent new emails from being delivered. Read our support article on checking your email account's storage.

Sign in to Webmail and remove emails or empty folders you no longer need. Remember to check your 'Sent', 'Junk' and 'Deleted Items' folders, as messages in these folders may also use storage.

If you need additional storage, see our support article: how to increase your Webfactory Mail account storage.

Check your Junk folder and spam filter

• If an expected email has not arrived, check your 'Junk' or 'Spam' folder. A legitimate message may occasionally be identified as spam.
• If messages are being filtered incorrectly, review your spam filter sensitivity. See our support article: how to set up your email spam filter.
• You should also ask the sender to confirm that they used the correct email address and did not receive a delivery failure message.

Check your email app settings

If Webmail works but your email app does not, check that the account uses the following settings:

• Incoming Mail (IMAP)
  • Server: mailserver1.webfactory.co.uk
  • Port: 993
  • Encryption: SSL/TLS
  • Username: your full email address
  • Password: your email account password

• Outgoing Mail (SMTP)
  • Server: mailserver1.webfactory.co.uk
  • Port: 465
  • Encryption: SSL/TLS
  • Authentication: enabled
  • Username: your full email address
  • Password: your email account password

Save your changes, close the email app and open it again. For more detailed instructions, see our support article: how to set up Webfactory Mail on other devices/apps.

Check any error or delivery-failure message

If an email cannot be delivered, you may receive a message explaining why. Common causes include:

• The recipient's email address is incorrect.
• The recipient's mailbox is full.
• The message or an attachment is too large.
• The recipient's mail server rejected the message.
• Your email app could not connect or authenticate.

Keep a copy or screenshot of the complete error message in case you need to contact support.

Contact our support team

If you still cannot send or receive emails, contact our support team by live chat or phone. If email is not working, avoid using it as your contact method.

Please provide:

• The affected email address.
• Whether the problem occurs in Webmail, an email app or both.
• Whether you can send, receive or neither.
• When the problem started.
• The name of your device and email app.
• Any error or delivery-failure message you received.
• Please do not send us your email password.