This article is a quick guide to help you understand where the issue may lie if you are having problems with sending / receiving emails on local machines / devices.


Where Our Support Starts & Ends
For clients using our mailboxes, we provide mail servers via Heart Internet and support is provided up to the point of being able to access your mail boxes online via www.outitgoes.com.

We provide the credentials for you to be able to set up your local mail clients but do not set these up nor support them. Please refer to your local IT provider for this. Similarly, this applies if you are unable to send or receive email due to local configuration, operating system or IP blacklisting issues.


Domain Expired? Check your domain has not expired first as this will stop all email accounts from working. Simply go to your domain address in a browser to make sure it is accessible as normal. If it isn't you will need to renew your domain after which point your mailboxes should start to work again (with the correct Nameserver / DNS settings still in place), otherwise continue with the steps below if your domain is still active.


1. Check your email is available online

  • Visit https://www.outitgoes.com/ and try to login with your email credentials. 
  • If you can access your emails then the mail server is working, but you may need to check the server is not blacklisted if you can receive but not send emails (explained below).
  • If you can't access your email then check to see if there is a known outage on Heart's Status page and keep checking back until it is cleared.
  • If the status page shows the service is available but you still can't access your email via https://www.outitgoes.com/ please contact us and we will raise a ticket with Heart Internet.

2. Make sure your local email client settings are correct.

  • Go into your mail client on each machine/device where there is an issue.
  • Check the settings are correct for your mail server and login / password.

    Need your credentials?
    We can provide the mail server and email address details to you, but we do not have access to your passwords. If you have forgotten your password then we will need to perform a password reset for you to be able to provide a new one. You will then need to change this on all machines/devices that access that mailbox (normally via IMAP).

    "Mail Server SSL Warnings for Apple Users"
    This is a known issue identified by Heart Internet whereby the mail server name in your local email client settings needs to be changed from this format "mail.domain.co.uk" to this format "mail??.extendcp.co.uk" where ?? is a unique number for your domain which we can provide to you upon contact.

"Unable to verify account name or password" - issue on Apple machines

There is a known issue with Apple's MAC OS whereby it will not let you continue setting up your email account on Apple Mail, as shown below.


To fix this: Solution 1 in this article explains what to do in System Preferences > Internet Accounts > set up your account details. NOTE: you have to tab through the password field rather than press enter!


Ports

Make sure your ports are set correctly, typically: 587 for sending/outgoing and 143 for receiving/incoming.

Read how to change Port 587 on the most common email clients in this Heart Internet article.


Example Apple Mail Settings accessible via Mail > Preferences > Accounts > Server Settings


3. Make sure you are not blacklisted


If you can receive email to your local machine but can't send email, you may have been blacklisted from sending email from your local IP address or via your mail server because you have been deemed to be sending spam as identified via the IP address.


Phone works for IMAP users but not computer?  If you can send email on your phone via their data service and not your computer/iPad using the same credentials, then it suggests it is an IP blacklisting issue as your phone is not using the same IP.


Check your mail server:

  • Visit MxToolbox Blacklist Checker
  • Enter your mail server name (you may need to contact us to get this) to see whether it is blacklisted. E.g. mail55.extendcp.co.uk or mail.mydomain.co.uk
  • If your mail server is listed in any of the blacklists then please contact us and we will raise a ticket with Heart Internet.

Check your machine IP address:

  • Visit https://www.whatsmyip.org/ and it will display prominently at the top of the page e.g. 81.154.49.76
  • Visit MxToolbox Blacklist Checker and enter your IP address to see if it is blacklisted.
  • If it is blacklisted, there will be a link to the details in the Reason column. Follow the advice given and then apply to be de-listed.

    General Notes
    You should ensure you run regular antivirus scans on your Window machines in case you have a virus.
    You may need to talk to your ISP provider if the IP address they have given to you was previously used for spam.
    For less serious issues, your blacklisting maybe automatically cleared after 48 hours.
    Other apps on your device can sometimes stop email sending by locking down the ports that are needed, such as firewalls. Disable them temporarily to see if

Still Not Working?

If you can access your mail via https://www.outitgoes.com/ but still have local issues, you will need to contact your local IT service provider to assist you with troubleshooting.