If you can receive email but cannot send any, there are several likely causes to investigate. It won't be possible to explain every one of the possibilities but below are a few things you can check before contacting us.


Check nameservers

If you are a new customer, please ensure that your name servers are set correctly. If they were incorrect and you updated them, please allow up to 24 hours for propagation to complete.



Check Webmail

The first thing to check would be webmail. If you are able to send emails there that would mean that the issue is most likely caused by something locally on your PC or network.



Check if the email account is suspended

Email accounts can be suspended without affecting the others. This is only possible in cPanel though. You would need to login to cPanel and unsuspend the account to use it again:





Check your email client settings

In Outlook you can double check your outgoing settings. Ensure that the username is the full email address. Here is an example of what the settings should look like:





Ensure authentication is enabled

In order to send mail through our servers you will need to enable authentication. In the image above you can see the "More Settings" option. After clicking on that option you can select the "Outgoing server" Tab and ensure that there is a tick for authentication





Check port numbers and encryption

Depending on the encryption you are using, the port numbers should be adjusted accordingly.


SMTP port (requires authentication): 25 or 587.

SMTP port (SSL enabled): 465




MailChannels bounce back

If you receive a bounce back error message mentioning MailChannels after sending an email you will see a link in it giving you a reason as to why you are blocked. Please contact us regarding this so we can advise you accordingly.