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What if I Can't Get Outlook to Work With my Email Account?

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Last Updated: February 24, 2009 5:24 PM

You can use Microsoft Outlook® to compose, receive, and send email messages, but the actual messages are processed through our secure servers. The message (relay) allotment for our email accounts is 250 each day. However, you have the option to purchase more, in packs of 50, for an additional fee.

If you are unable to send and receive messages with Outlook, here are a few things you can check to troubleshoot the problem, before calling customer support:

Check Your SMTP Relay Settings

When you set up your email account, you selected the number of "Relays Per Day" that you wanted to use. Make sure that the number is not set to zero or that you have not exceeded the specified number of relays.

To Change the SMTP Relay Settings

  1. Log in to your Account Manager.
  2. In the My Products section, click Email.
  3. On the Manage Email page, click Manage Account next to the email account you want to change.
  4. In the Email Control Center, in the Email Plans list, click the email address that you want to edit.
  5. In the SMTP Relaying section, from the Relays per Day list, select the number of relays per day you want to use for the account.
  6. Click OK.

Verify Your Outlook Account Settings

When you set up your Outlook account, you entered specific settings for your servers, user information, and port settings. If these settings are not accurate, your account will not work properly.

To Access Your Outlook Account Settings

  1. Log in to Outlook.
  2. From the Tools menu, select Email Accounts.
  3. Select View or change existing email accounts and click Next.
  4. Select the account you want to change and click Change.
  5. In the Internet settings window, verify that the following fields are correct.
  6. Login Information
    User Name: Your full email address
    Password: Matches your email account password
    Server Information
    Incoming mail server(POP3): pop.secureserver.net
    Outgoing mail server(SMTP): smtpout.secureserver.net
    Server Port Numbers (Advanced Settings)
    Incoming server(POP3): 110
    Outgoing server(SMTP): 25, 3535, or 80.

    NOTE Some Internet service providers (ISP) employ a firewall that prevents relays from using port 25. If your account is not working, try one of these other port numbers. If none of these works, you might have to use your ISP's outgoing server.

Check Your MX records

MX (mail exchange)records route email messages across the Internet. They direct email messages to the server(s) approved to accept messages for your domain name. If your MX records do not point to approved servers, your email cannot reach you.

There are several tools, such as the Email Test tool found at www.dnsstuff.com that you can use to check your MX records. Once you select a method for checking your MX records, confirm that they are:

  • Mail exchanger = smtp.secureserver.net., MX preference = 10
  • Mail exchanger = mailstore1.secureserver.net., MX preference = 50

If your MX records do not match these, you can reset your MX records.

To Reset Your MX Records

  1. Log in to your Account Manager.
  2. In the My Products section, click Domains.
  3. Click the domain name that contains the MX record you want to change.
  4. On the Domain Details page, under the Total DNS Control section, click Total DNS Control And MX Records. The Total DNS Control page opens.
  5. In the MX (Mail Exchangers) section, click Reset to Default Settings.

Check Firewall/Antivirus Settings

Some firewall and antivirus security settings might prevent Outlook from working properly. You may have to allow pop-ups from Outlook, adjust your site blocker settings, or change other settings. Try changing your security settings to allow emails to be sent and received.

NOTE: With Web-Based Email and SMTP, you are restricted to 100 email addresses (To, Cc, and Bcc) per email message, regardless of the number of SMTP relays you have per day. For more information, see Email Account Limitations.

NOTE: As a courtesy, we provide information about how to use certain third-party products, but we do not endorse or directly support third-party products and we are not responsible for the functions or reliability of such products. Outlook® is a registered trademark of Microsoft Corporation in the United States and/or other countries. All rights reserved.