iPhone: Troubleshooting Email
Use the following information to troubleshoot common issues when setting up email on an iPhone®, iPad®, or iPod® Touch. In the meantime, you can always use our MobileMail (http://mobilemail.secureserver.net) to keep in contact with customers, friends, and family.
Step 1: Make Sure You Can Connect to MobileMail
First, connect to MobileMail on your device to make sure you have an account, and that your user name and password work. Go to http://mobilemail.secureserver.net, and log in.
If you can't log in, double-check that your email account is set up and you have the correct email address and password. You might need to contact the system administrator who set up your account. See Setting up Email Addresses in the Workspace Control Center for more information.
Step 2: Double-Check Your Settings
Typing on the iPhone or iPad can be tricky; it's easy to mistype a letter or two. Double-check that you're using the correct incoming and outgoing servers (host names), email address, and password to connect to your email account.
NOTE: Make sure your email address/username and password are saved into their respective fields, as some clients make these fields optional. This information is necessary for the client to connect to our mail servers!
Your server names might also be different than our default setup, depending on which type of email plan you have and where you purchased it. For more information, see Finding Your Email Program's Settings.
Step 3: Reset Your Password
If you've verified that your password is correct by successfully logging in, but you still can't set up email your iPhone, reset your Workspace Email password. (You can use the same password again.)
After resetting the password, try setting up the email account again.
Step 4: Try Different SMTP Ports
Typically, the SMTP ports that the iPhone and iPad use work just fine. By default, your device uses SSL and port 465 for SMTP. If you can receive email but can't send it on your device, double-check that you're using SSL and port 465.
Sometimes ISPs or network providers block specific ports for security reasons. If the default settings don't work, you can try some alternate ports.
To Change Your iPhone, iPad or iPod Touch SMTP Port Settings
- Go to Settings.
- On the Settings screen, tap Mail, Contacts, Calendars.
- Tap the email account you want to change.
- Tap SMTP and the SMTP server you want to modify.
- If you have Use SSL turned on, use port 465. Otherwise turn Use SSL off, and try these other ports for SMTP: 80, 3535, or 25.
- Go to Mail, and check to see if you can send email. If not, repeat steps 1-5 and try a different port.
Step 5: Contact Customer Support
If you've gone through these steps and still can't get your email account to work on your device, please contact customer support. We have access to some additional tools, and there might be an issue with your email account that we can solve.
NOTE: Canadian customers with Rogers as a cell phone provider should follow the instructions listed here when experiencing issues trying to connect to our outgoing mail server.
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. Third-party marks and logos are registered trademarks of their respective owners. All rights reserved.
