Troubleshoot Email: Can't Send, Not Receiving, or Webmail Won't Log In

Find your symptom below. Most email problems come from app settings, DNS records, or spam filters, and you can fix them yourself.

You can receive but can't send

1. Check the outgoing (SMTP) settings in your email app. They must match our settings:
   • Server: mail.crservers.com
   • Port 465 with SSL, or 587 with STARTTLS. Not port 25: many internet providers block it.
   • Authentication on, with your full email address and mailbox password.
2. Try sending from webmail. If webmail sends and your app doesn't, the problem is the app's settings.
3. Read the error you get back.

Error says	What it means
Authentication failed / 535	Wrong password, or the app uses a different username. Use the full email address. Reset the password in email accounts if needed.
Relaying denied / 554	The app is sending without authentication. Turn on "My outgoing server requires authentication".
Timeout, or "cannot connect to server"	The port is blocked on your network. Switch between 465 and 587, or try from another network (for example your phone's data).
Message rejected as spam / 550 from the recipient	The receiving server didn't trust the message. Check SPF, DKIM and DMARC for your domain.

Mail isn't arriving

1. Check the spam or junk folder, in webmail and in your app. See How spam filtering works.
2. Check your MX records. If someone changed the DNS, mail may be going to another server. See Edit MX records.
3. Check that the address exists. A typo in the address, or a deleted mailbox or alias, gets rejected. To keep receiving at an old address, add it as an alias.
4. Check the mailbox quota. A full mailbox rejects new mail. Delete old messages or raise the quota in email accounts.
5. Check your filters. A filter or a forwarding rule may move or delete messages.
6. If you use Google Workspace or Microsoft 365, mail goes there, not to our servers. Check with that provider.

Still missing? Ask the sender for the error message they got back (the "bounce"), and open a ticket with it, the sender's address, and the time they sent it.

Messages you send land in the recipient's spam

Publish SPF, DKIM and DMARC for your domain, send from your own domain address, and avoid bought mailing lists, all-image messages, and link shorteners.

Webmail returns to the login page, or says "connection to storage server failed"

1. Make sure you're using the full email address and the mailbox password, not your client-area password.
2. Do a hard refresh of the login page (Ctrl+Shift+R on Windows, Cmd+Shift+R on Mac), or clear the cookies for the webmail site.
3. Try a private window or another browser. Extensions that block cookies can cause this loop.
4. If it still fails, open a ticket with the address, the webmail URL you use, and a screenshot. These messages can also come from a problem on the server that we need to fix.

Your app keeps asking for the password

The password was changed in the panel but not in the app, or the app has the wrong server. Update the password in the app (on every device), and check the server name and ports above. If the app warns about a certificate, don't accept it; see the notes in IMAP/POP3 settings.