Knowledge base
Troubleshooting mail apps
Every sign-in, connection, filing and sending error a mail app can show, what it means and how to fix it.
Check these first
- The username is the whole address, such as
[email protected], for incoming and outgoing mail alike. - The password is an app password for that address, or the password sign-in of the address itself when it has no two-factor. The password of your OpenEmail account never works in a mail app.
- Every server uses SSL/TLS, sometimes labelled SSL: IMAP on port 993, SMTP on 465 and POP3 on 995.
- The sign-in method is Normal password, or Password, for both servers, and the outgoing server signs in with the same username and password as the incoming one.
- The protocol the app uses is switched on for the address, in the Servers view of its Mail apps tab.
- The address keeps its mail in OpenEmail and is switched on, and its domain is verified. An address on a domain that is still being verified cannot sign in.
Messages when signing in
Many mail apps show OpenEmail’s own message when they are refused. These are the ones you may see.
| Message | What it means |
|---|---|
| Wrong address or password | The username is not the whole address, the password was mistyped, or the app password was revoked. The password of your OpenEmail account is refused here too. Check the username, or create a new app password. |
| This address signs in with two-factor authentication | The address’s own password sign-in has two-factor on, so that password cannot open a mail app. Use an app password. |
| That address has no mailbox to open | The address is set to only forward, or it is switched off. Keep its mail in OpenEmail on its Forwarding tab, or switch it back on. |
| This kind of connection is turned off for this address | The protocol the app uses, IMAP, POP3, SMTP, CalDAV or CardDAV, is switched off for the address in the Servers view of its Mail apps tab. Ask the workspace owner, or someone who manages domains, to turn it on. |
| This sign-in no longer has access to that mailbox | The person whose password it is can no longer read the address, because their role or their access to it changed. |
| Access to this mailbox was removed | The app was signed out: its password was revoked, the person whose password it is lost access to the address, the address stopped keeping its mail, or its protocol was switched off. |
| Too many sign-in attempts | After repeated wrong passwords, sign-ins to the address and from your network pause for up to 15 minutes. An app retrying an old password can cause this, so correct the password in the app before you try again. |
| Idle for too long | The connection sat unused and was closed. The app opens a new one by itself. |
Messages when sending
| Message | What it means |
|---|---|
| Authentication required | The app tried to send without signing in. Turn on sign-in for the outgoing server, with the same username and password as for incoming mail. |
| You cannot send as | The person whose password it is may not send from this address, or the app tried to send as another one. |
| The From address must be | The message names another address as its sender. Send from the address the app signed in as. |
| This domain cannot send mail yet | The domain’s signing records are not in place yet. Finish them under Settings → Domains. |
| Every recipient is suppressed for this workspace | Every recipient is on the suppression list of the workspace, so nothing was sent. Remove an address from the list only if it should get mail again. |
| Sending limit reached | The workspace has used its sends for the month. On a paid plan, pay as you go keeps it sending. |
| Too many recipients | A message can go to up to 100 recipients. Split the list and send again. |
| Message size exceeds the limit | The message is larger than 25 MB with its attachments. Send large files as links instead. |
| Delivered to some recipients only | The message reached some recipients and failed for the rest, for the reason that follows. Send it again to the others only. |
| Sending is not available right now | OpenEmail could not hand the message on for a moment. Most apps try again by themselves, or send it again shortly. |
| Not sent | The message was refused for the reason that follows, and nobody received it. |
Messages when filing
| Message | What it means |
|---|---|
| Your role does not allow that in this mailbox | Moving, marking or filing needs a permission the person whose password it is does not have. |
| This mailbox is built in and cannot be changed | The app tried to rename or delete Inbox, Sent, Drafts, Archive, Spam or Trash, which always stay as they are. |
| Messages cannot be filed into this mailbox | Nothing can be moved or copied into Sent or Drafts. |
| That mailbox already exists | A label of that name exists already, or the name is one that leads to a built-in folder, such as Sent Items. |
| That is larger than this server accepts | A message added to a folder can be up to 25 MB. |
When the app cannot connect at all
- Check the host names letter by letter:
imap.openemail.uk,smtp.openemail.ukandpop.openemail.uk. A host on the domain of the address, such as imap.acme.com, does not work. - Some workplace, school and hotel networks block ports 993, 465 and 995. Try another network, such as mobile data, to find out.
- A certificate warning means the app reached a different server, usually because a host name is misspelled or the network intercepts encrypted connections. Do not accept the certificate.
An app that insists on port 587, 143 or 110, or on STARTTLS, cannot connect. OpenEmail offers SSL/TLS only, sometimes labelled SSL, on ports 993, 465 and 995.
When something behaves unexpectedly
- Deleting one message removed the whole conversation: OpenEmail files whole conversations, so moving or deleting a message moves or deletes its conversation.
- Deleted mail went to Archive: the app deleted it from Inbox without moving it to Trash, which archives the conversation. Set the app to move deleted messages to Trash.
- A folder made in the app appeared as a label for everyone: folders are the labels of the workspace, so creating one in an app creates the label.
- A folder name ends with a code in brackets: a label has the same name as a built-in folder, and the code keeps them apart. Rename the label in OpenEmail.
- New mail is slow to appear: the app checks on a schedule. Apps that keep a connection open see new mail within about 20 seconds.
- Mail sent from the app is missing from Sent in the app: set the app to use Sent on the server as its sent folder.
Still stuck
- Look at Last used in the Passwords view of the address’s Mail apps tab. It shows when a mail app last signed in with each password, over which protocol and, when the app names itself, which app. A password never used never reached OpenEmail.
- Create a new app password and type it in fresh, rather than editing one an app saved. Then revoke the old one.
- Remove the account from the app and add it again, following the guide for that app.