Why isn't my email working?

Email problems usually come down to one of three things: you can’t log in, your mail app won’t connect, or messages aren’t arriving. Here’s the first thing to check for each, before you raise a ticket.

Can’t log in to webmail

Check you’re using your full email address as the username, not just the part before the @. If it’s a brand-new mailbox, remember your first login forces a password change, and the new password needs letters, numbers and a symbol; a weaker one won’t have saved correctly, which is the most common reason a recently changed password ‘doesn’t work’. If you’re locked out of an ordinary mailbox, speak to your church’s postmaster; if you’re the postmaster and it’s the postmaster account itself, use ‘Forgotten password?’ at mailadmin.hubb.digital or contact us.

Your mail app won’t connect

First, try logging in at webmail.hubb.digital with the same email address and password. If webmail works, your password is fine and the problem is the app’s settings: check every field against How to add your email to your computer or phone, including the ports and connection security, where the guide lists the fallbacks to try. If webmail doesn’t work either, it’s a login problem; see the section above.

Messages aren’t arriving

Log in to webmail and look there. If the missing message is in webmail but not your app, it’s a settings problem on the app; check the guide above. If it isn’t in webmail at all, ask the sender to check the address they used, and look in your spam or junk folder. If mail from everyone has stopped arriving, that points at something bigger, often the domain’s settings; raise a ticket and we’ll investigate. If Hubb manages your domain, mention that in the ticket, as it helps us look in the right place first.

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Good to know

• Webmail is your best diagnostic tool: it bypasses your app and your device, so it quickly tells you which side the problem is on.
• When you raise a ticket, include the email address affected, what you were doing, and any error message word for word. It speeds everything up.