bitServe

Having problems with sending or receiving email?

Please be ready to answer all of these questions when you contact us with email problems:

  1. Did you read the FAQs? Which questions and answers seemed to apply the most?
  2. Did you read the manual? Is your email client configured as indicated?
  3. Are you having problems sending email, receiving email, or checking email?
  4. What email client is being used?
  5. What is the SMTP server that is being used by the email client?
  6. What is the POP/IMAP server that is being used by the email client?
  7. What is the username and password that you are logging into the POP/IMAP server with?
  8. Which protocol are you using to check your email (POP3, IMAP, IMAPS, or POP3S)?
  9. What is the email address that mail is being sent from?
  10. What is the email address that email is being sent to?
  11. What is the public IP address of the email client?
  12. What error messages, if any are being displayed on the email client?
  13. Has it ever worked?
  14. When did it stop working?
  15. What DNS servers is the email client using?
  16. Have you tried it from more than one computer?
  17. How are the computers connected to the Internet?
  18. Have you tried POP as well as IMAP?
  19. Have you tried it from our webmail client?

Glossary

Email client: The program that you use to send and check your emails. Examples are Outlook Express, Squirrel Mail, Outlook, Eudora. The IP address of the email client would be the public IP address that the email client access the Internet from.

Sending email: This is when you send an email to someone else's email address, using your email client.

Receiving email: This is when someone delivers an email into your email account's inbox on the mail server.

Checking email: This is when you retrieve the email from your inbox, using the POP or IMAP server.

DNS Servers: These are the Domain Name Servers that your email client uses to resolve domain names to IP addresses.

You may need to ask your network administrator for the answers to some of these questions. As we will usually be aware of any email server problems, most issues reported are client side problems that we will be unable to assist you with without all of the above information.

Need more help?

If you need more help, please open a ticket in bitAdmin.

Although most support issues can be resolved via the ticket system, you may leave a message on our support voicemail at 734-998-1026.

If you would like to report spam, threatening, or abusive email received from one of our users, please send the email message (with complete headers) to abuse@bitserve.com.