Troubleshooting Problems Sending or Receiving Email

Step 1: Test Your Mailbox in Webmail

Sign in to Webmail and try sending a message to another email address. Reply from that address to test incoming delivery.

• Webmail works, but your email application does not: Start by checking the application's settings and saved password.

• Webmail also has problems: Record any error message and continue with the checks below.

Step 2: Check Your Login Details

Use your full email address as the username and your mailbox password.

If you recently changed your password, update it in both the incoming and outgoing server settings on every device.

Step 3: Check Your Server Settings

Use:

• Incoming: imap.clickhere2.com, port 993, SSL/TLS.

• Outgoing: smtp.clickhere2.com, port 465, SSL/TLS.

• Outgoing authentication: Enabled, using your full email address and mailbox password.

Outgoing port 587 with STARTTLS is an alternative.

Step 4: Check Your Mailbox Storage

A full mailbox can prevent new messages from being delivered.

Check your storage usage through your email management control panel. If necessary:

• Save important messages or attachments before removing them.

• Delete email you no longer need.

• Empty the Trash or Deleted Items folder.

• Review the Junk or Spam folder.

Important: With IMAP, deleting a message can also remove it from your other connected devices.

Step 5: Check Spam Folders and Mail Rules

If only certain messages are missing:

• Check your Junk or Spam folder.

• Review filtering rules that may move or delete messages.

• Check forwarding settings.

• Ask the sender whether they received a delivery failure notice.

Step 6: Consider Recent Domain or DNS Changes

If your domain was recently transferred or its nameservers changed, its email DNS records may need checking.

MX records direct incoming email to your mail provider. Do not change them to guessed values; ask our support team to confirm the correct records for your service.

What to Include When Contacting Support

Please provide:

• The affected email address.

• Whether the problem affects sending, receiving, or both.

• The exact error message or delivery failure notice.

• The approximate time of the failed attempt, including your time zone.

• The email application and device you are using.

• Whether the same problem occurs in webmail.

Do not include your password.