What mail server settings should I be using?

Please Note: Our servers support only the latest in security standards (TLSv1.2). You must be using the latest version of your mail application to work with this tech. For example, if you're using Apple Mail, be sure to update your Operating System to at least El Capitan (10.12) before attempting to configure your mail accounts. Similarly, you must be using Outlook 2013 or newer. If you are unable to do this, then you will not be able to use your Mail application to access mail. You could instead use webmail or download Thunderbird and configure your mail in Thunderbird instead.

Things you will need

  1. An email account: you must create your email account in your hosting control panel (ex: Plesk) prior to entering in these details in your email app. Note that if you have transferred hosting to Websavers, you will still need to create the email accounts that you previously had set up with the old hosting company in your new hosting panel.
  2. Confirmed access: Ensure you can access your email account using webmail before proceeding with the configuration of your mail program.
  3. Your server hostname: It will look something like xyz.websavers.ca. You can find the server hostname in the Client Centre by logging in, and choosing "Settings" beside the plan that hosts this domain. Here you will see "Server Name" and, in parenthesies, you will find the hostname to use.
  4. A secure Internet connection. Be sure not to initially configure any email accounts on an untrusted connection such as a public WiFi hotspot. It is safe to access email from an open hotspot once configured for TLS, but it is not safe to initially configure an email account using an open WiFi hotspot.

This is a general reference. For more detailed step-by-step guides for specific mail applications, please see our guides page.

Incoming Mail Settings

  • Server or Hostname: Use your server hostname for this. This field is often called server, server name, hostname or something similar. 
  • Username: Enter your full email address. For example, if your email address is john@redlightbulbs.com, you would use john@redlightbulbs.com as the username, not just 'john'. Your mail app may enter just the first part for you rather than the full address - make sure you correct that by providing the entire email address.
  • Password: Enter your email account password. Note that this password is not your Client Centre or Plesk password, it is unique to the email address as you (or someone else) configured it in Plesk. If you don't know the email account password you can reset it by following the directions found here.
  • IMAP Ports: 143 with StartTLS enabled (sometimes just called TLS). You may alternately use port 993 with SSL enabled.
  • Authentication: Password, or MD5-Challenge-Response (CRAM-MD5). If you see a Cleartext option or simply 'none' this will definitely not work.
  • Additional: Look for an option called "IMAP Path Prefix" (often found under an 'advanced' section in your mail app) and set it to the following in all capital letters: INBOX


Tips:
- Instead of the server hostname, you may alternatively use mail.yourdomain.suffix (e.g.: mail.websavers.ca, but be sure to use your own domain name in place of websavers.ca). You will get an SSL certificate mismatch if you do this. It's OK to accept the mismatch. We don't typically recommend this option because some mail applications (Outlook) do not respond well to a certificate mismatch.
- If your mail application has an option to "Automatically manage connection settings", disable it. Unfortunately this feature has not proven to be reliable with our servers.
- If you wish to use POP instead, the POP ports are: 110 with StartTLS enabled. Or Port 995 with SSL enabled. Ports 110 and 995 will absolutely not work with IMAP.

Outgoing Mail Settings

  • Server or Hostname: Use your server hostname for this. This field is often called server, server name, hostname or something similar. 
  • Username: Enter your full email address. For example, if your email address is john@redlightbulbs.com, you would use john@redlightbulbs.com as the username, not just 'john'. Your mail app may enter just the first part for you rather than the full address - make sure you correct that by providing the entire email address.
  • Password: Enter your email account password. Note that this password is not your Client Centre or Plesk password, it is unique to the email address as you (or someone else) configured it in Plesk. If you don't know the email account password you can reset it by following the directions found here.
  • Port: 587 with TLS enabled. 
  • Authentication: MD5-Challenge-Response (CRAM-MD5)

If your mail application has an option for Secure Password Authentication, do not enable it. The entire connection is secure when using TLS or SSL (rather than just the authentication portion) and so this feature is now considered depreciated.

Tips:
 - You may alternatively use mail.yourdomain.suffix. You will get an SSL certificate mismatch if you use mail.yourdomain.suffix -- it's OK to accept the mismatch. We don't typically recommend this option because some mail applications (Outlook) do not respond well to a certificate mismatch.
- If your mail application has an option to "Automatically manage connection settings", disable it. Unfortunately this feature has not proven to be reliable.
- If your mail application has an option to "Use the same username and password as Incoming", go ahead and enable it! This way you won't have to enter your email address (username) and password twice. If for some reason this doesn't work, disable the setting and enter your email and password in the spaces provided.
- You may alternately use port 25 or 465 for SMTP, but be absolutely sure that both authentication (username/password login) and TLS are enabled. When using these ports, particularly port 25, you may find sending messages impossible when connected to some wifi networks.

Troubleshooting

If you are unable to delete messages

Be sure you have set the IMAP Path Prefix as shown above.

If you are unable to send email

Be absolutely sure that your application is configured to send using the details above over port 587 and that you have authentication enabled such that your full email address and password are provided in the Outgoign settings. 

Do not use your Internet provider's servers for sending messages. Try quitting and re-opening your email app as well as restarting your computer. If you are still unable to send email, please open a support ticket with the exact error your email application is presenting. Attach a screenshot showing your outgoing email configuration.

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