Knowledgebase

Email Troubleshooting Guide (Firstserv Guide)

If you’re having trouble sending or receiving email, encountering login errors, or struggling to set up your email client, this guide will help you identify and resolve the most common issues.

Step 1: Check Your Login Details

Incorrect login details are one of the most common causes of email issues.

How to Check

• Try logging in to your webmail using your email address and password

✅ If login succeeds → your credentials are correct
❌ If login fails → reset your password via cPanel → Email Accounts and try again

Step 2: Check Your MX Records

MX (Mail Exchanger) records tell the internet where to deliver your emails.

What to Check

• Your domain must point to Firstserv mail servers in order to receive email

How to Verify

1. Use an online DNS tool (e.g. MX lookup)
2. Check that your MX records match Firstserv’s mail servers

If your MX records do not point to Firstserv:

• Your email may still be routed to another provider (e.g. Google Workspace, Microsoft 365)
• You will need to update your DNS settings to receive email via Firstserv

Step 3: Check Your Mail Client Ports & Security

All Firstserv mail services require secure connections.

Correct Settings

Important

• ✅ Always enable SSL/TLS or STARTTLS
• ✅ Use your full email address as the username

📱 Some mobile apps may require you to:

• Open advanced settings to enter ports
• Or add the port manually (e.g. mail.yourdomain.com:587)

Step 4: Identify the Issue Type

Determine whether the problem is:

• 📤 Sending email
• 📥 Receiving email
• 🔄 Both

Troubleshooting Sending Issues

Check for Error Messages

If sending fails:

• Look for any bounce-back message or error
• These often contain useful diagnostic information

If You Contact Support

Please include:

• ✅ Sender email address
• ✅ Recipient email address
• ✅ Date and time of the failed attempt
• ✅ Full error or bounce message

⚠️ Without these details, it can be difficult to investigate the issue.

Possible Causes

• Incorrect SMTP settings
• Blacklisting or spam filtering
• Authentication issues
• Server-side restrictions

Security Warning

If you suspect your account is sending spam:

• 🔑 Change your email password immediately
• 📩 Contact Firstserv support

✅ Compromised accounts are prioritised for investigation

Troubleshooting Receiving Issues

If you cannot receive email:

1. Check Mailbox Quota

• A full mailbox will prevent new messages from being delivered

✅ Free space by:

• Deleting old emails
• Increasing your mailbox quota in cPanel

2. Check Email Routing

Ensure your domain is correctly routing email to your hosting account.

• Misconfigured routing can result in emails being sent elsewhere or rejected

3. Check Spam Filtering

• Emails may be filtered before reaching your inbox
• Check your Spam/Junk folders

4. Verify All Previous Steps

Confirm:

• ✅ Login details are correct
• ✅ MX records are correct
• ✅ Ports and encryption settings are correct

If You’re Still Experiencing Issues

After checking all of the above:

• Restart your email client
• Try accessing your email via webmail
• Test with another device or connection

Contact Support

If the issue persists:

• Use live chat or raise a support ticket via your Firstserv Client Area

✅ Provide as much detail as possible for faster resolution

Summary

To troubleshoot email issues:

1. ✅ Verify login credentials via webmail
2. ✅ Ensure MX records point to Firstserv
3. ✅ Confirm correct ports and SSL settings
4. ✅ Identify whether the issue is sending, receiving, or both
5. ✅ Check mailbox limits and filtering

Following these steps will resolve most common email issues quickly and effectively.

If you need further assistance, the Firstserv support team is always happy to help.