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Cannot send email

This article will run you through some troubleshooting for common causes of an iiNet email address not receiving emails properly.

Select one of the links below to jump to a query:

Symptoms

  • When you try to send an email, you receive an error message a "Delivery failed" notification
  • Emails you send sit in your Outbox indefinitely without sending
     

Things to check first

Potential cause
Try this:
Internet connection is down
You'll need a working internet connection to receive emails. See if you can visit a few websites - if you can't, you'll need to troubleshoot your internet first.
Issue with the recipient's email service If you only fail to send mail to one specific email address, it may be their email service that has an issue receiving email, not that yours is failing to send it. You can check this by sending some quick test emails to other friends/family members and asking if they received it.
Firewall or Antivirus settings aren’t allowing emails to come through Temporarily disable any firewall, antivirus or anti-malware software and then try to send your email again. Please contact your security software’s Customer Support if you need a hand with this or with changing the software settings to allow emails.
Attachment size is too large to send
If the email failing to send has a large file attachment, try sending a test email with no attachments. Generally, a file attachment should not exceed 20MB in size. If you need to send larger files over the internet, consider a file sharing service such as Hightail.

 

Troubleshooting

  1. First, log in iiNet Webmail. If you’re unable to log in due to a forgotten password, attempt to recover your password.
     
  2. If you can log in to Webmail, send a test email to your own iiNet email address and wait a few minutes to see if it arrives in your Webmail inbox. If the test email fails to send (you may receive a Delivery Error message), this may indicate a fault with the mail server.
     
  3. If you can't log in to Webmail or you don't receive your test email, please call us on 13 22 58 for further assistance.
     
  4. If you did successfully send and receive your test email in Webmail, the issue is most likely with the settings in any third-party email software you're using (e.g. Outlook, Thunderbird, Mac Mail).
     
  5. Use the relevant setup instructions for your email software to get to the point where you can access the Account Settings for your iiNet email address.
     
  6. If your account has already been created, you should be able to Edit its settings.
     
  7. Are you using a tablet or smartphone that gets online with a non-iiNet mobile broadband connection? Try these alternate settings.
     
  8. Ensure that your email settings are correct for your iiNet Group email, particularly:

    Outgoing (SMTP) port: 465
    SSL: Enabled
    Authentication/password: Yes - use your email address as the username, and your email password
     

  9. If you find the above settings aren’t working for you, try the following settings for your outgoing mail server:

    Outgoing port:
    587
    Authentication/password: Yes - use your email address as the username, and your email password
     
  10. If you decide to recreate your account to “start from scratch”, remember that you should not delete your original account setup unless you have saved any important emails to your computer’s hard drive. Any emails in your inbox or other folders in the email software may be lost if you delete your original account setup.
     
  11. If you find that your iiNet Webmail is working but your other email software isn’t, please contact the email software’s Customer Support for assistance.

 

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