Email setup troubleshooting guide

If you cannot get your email account to work in your email client, this guide can help you figure out what is wrong.

Check out our guides for setting up email in specific clients

Step 1 - Check our status page

It's possible that you cannot log in due to maintenance or issues on our servers.

Please check our status page on status.one.com to rule out any system problems. If there are no known issues, continue to the next step.


Step 2 - Log in to Webmail

Go to mail.one.com and try to log in to Webmail. That way you can make sure that the account is working as expected.

If you cannot log in, go to Mail Administration in your control panel and check or change the following settings:

  • Make sure the account is created under Accounts and not as an Alias.
  • Check that the account is active.
  • Change the password, wait 5 minutes and try to log in again.

If you still cannot log in to Webmail with your new password, please contact our support, otherwise continue this guide.


Step 3 - Check your settings

Check if you are using the correct account settings in your email client. Maybe you made a typo or added an extra space.

User name: your complete email address
Password: the one you use for webmail
Incoming server: imap.one.com
Outgoing server: send.one.com

Authentication for the outgoing server

If you are using Outlook you may need to select outgoing server authentication. It is your complete email address and password, the same as for the incoming server.

Check port numbers

Under advanced settings you can see if you are using the right port numbers. Depending on your client and internet provider, you may need to use different ports.

  • For your incoming server, use port 993 with SSL
  • For your outgoing server, try the following combinations:
    - 587 with TLS/SSL (recommended)
    - 465 with SSL/TLS
    - 25/2525 with none (not recommended)

Root folder path
In some email clients you can specify the root folder path, under advanced settings. The correct path is INBOX, with capital letters.

Is it still not working? Please continue to step 4.

Note: We recommend using IMAP to set up your email account. However, if you want to use POP, you need the following settings for the incoming server: pop.one.com - port 995 - SSL.

Step 4 - Check your internet connection

It is possible that your firewall, antivirus or network settings are blocking your email program.

  • Temporarily disable your firewall and antivirus and try again.
  • If you are on a school or work network certain ports might be blocked. Try to connect when you are on a different network, for example your mobile provider.

Step 5 - Contact our support

If it still doesn't work, please contact our support so we can help you figure out what is wrong.

Tip: To be able to help you as fast as possible, please include screenshots of all settings and error messages with your support ticket. This makes it easier for us to quickly rule out certain things.

Related articles:

How do I change my mail password?
How do I send newsletters using One.com's mail service?