This page summarizes the email settings you need to make your email work through us as an email provider. It deals with all the common email issues that we encounter on a daily basis as well as providing video overviews and some printable summaries.
We recommend you check here before calling us for email help as, frankly, this page solves nearly all email problems much more quickly than we can over the phone.
In most situations, email problems are caused by issues with the settings in your email program (Outlook, Mac Mail, etc), so settings should always be the first thing you check. We have several detailed guides below (video, and printable) that you can use to walk you through the process if you’re not yet familiar with it.
Below is a quick summary of the basic settings that your email program requires to work. A more detailed explanation of how to set these settings is available in the Tutorial section below which guides you through the email settings for the most commonly used email programs.
In the following example, please change ‘mydomain.com’ to your actual domain name. The email address below ‘firstname.lastname@example.org’ should be replaced with your email address that you wish to setup.
The settings are as follows:
|Outgoing (SMTP) server:||mail.mydomain.com|
|Incoming (POP/IMAP) server:||mail.mydomain.com|
|Username:||email@example.com – this is your full email address (NOT your cPanel login)|
|Password:||(as set in the email window, not your cpanel password)|
|SMTP Authentication:||Yes; username and password as above (Place a check next to the “My server requires authentication” box)|
|SSL||SSL will need to be disabled for both incoming and outgoing email and “Insecure Authentication” will need to be enabled (if asked).|
On Apple devices (such as iPhones or Macs), an additional option will need to be disabled.
The option called “Automatically detect and maintain account settings” will need to be disabled in both the incoming and outgoing advanced settings screens.
* NOTE: Though we do recommend you change the SMTP port to 26, it will sometimes work if you leave it at 25. We do find that people who travel or move around are more likely to need to change it from 25 to 26 to get it to work everywhere. Some people like to use their ISP’s outgoing mail server (eg mail.bigpond.com), in which case you would normally leave the SMTP port set to 25 (port 26 is only supported by us).
POP or IMAP?
Ensure that you have entered full email address as the username. If you do not do this, you will not receive mail.
Below is a list of the most commonly used email clients. Click on an email client to see the step-by-step tutorial on how to set them up correctly.
- Outlook 2010 (PDF)
- Outlook 2007 (PDF)
- Mac Mail (PDF)
- iPhone (PDF) (While we do not provide technical support for phone devices, this is a guide to assist you in setting up your email)
Frequently Asked Questions
Issue: ‘”I can receive mail, but for some reason I can’t send it” (or vice versa)
Usually this indicates that the settings in your email client (Outlook, MacMail) are the issue.When the issue is that you cannot send emails, then the ‘SMTP’ settings are most likely the issue. When the issue is that you cannot receive them, then the POP/POP3 settings are most likely the issue. Going over the settings (listed above) and making sure they are correct will in most cases solve the problem. We also have step-by-step guides to help make this process easier (listed below).
Issue: “Whenever I try and send/receive mail, I get an error saying ‘cannot connect to server’ or something similar”
This could be an issue with you account settings in your email client, or it could be an issue with your connection to us. First check that the internet is connected, secondly try and go to ‘www.whitedoggreenfrog.com’. If you can see our website then it is most likely an issue with your settings. If, when you try to go to our site, you get an error saying “Your IP has been blocked” etc, you will need to call us at 1300 760 850 to get yourself unblocked.
Issue: “I’m trying to send emails, but they keep getting stuck in my Outbox”
Like most of these problems, it COULD be your account settings in your email client, or it could be that your email client is getting ‘confused’. By confused I mean that it may be stuck trying to send the first email in the ‘Outbox’ queue due to an error, and that this may be holding up the rest of your emails from being sent. The most common way to fix this problem is to restart the program/email client. This clears the programs memory and lets it start fresh, as it were.
Issue: “When I try and send/receive emails I get a message saying “Invalid HELO name”.
This error occurs when the option “Enable SMTP / Outgoing Server Authentication” has NOT been selected. Simply tick this option, and select ‘use same settings as my incoming mail server’.
Issue: “When I try and send/receive emails I get a message saying “Valid RCPT must precede DATA”.
This error also occurs when the option “Enable SMTP / Outgoing Server Authentication” has NOT been selected. Simply tick this option, and select ‘use same settings as my incoming mail server’. This issue may also be caused by the ‘Username’ section in the account settings being incorrect. Double check this and make sure that it is correct.