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Regarding our webmail login issues

On Tuesday 24th November, due to a technical issue, some of our customers experienced intermittent difficulties accessing their 123 Reg webmail accounts as well as a delay in their emails being delivered.

This was due to an issue with a third-party storage system within our mail server’s infrastructure.

We immediately raised a priority incident with our third-party provider, while our system automatically queued any incoming emails on the server. Due to the volume of mailboxes impacted, the restoration process was completed at 21:33 on Tuesday 24 November. Over the course of the following hours, these queued emails were delivered and customers were able to login as normal.

Our next steps

We understand that access to emails is important to our customers and we take the trust they place in us very seriously.

As such, we’re working with our third-party provider to put additional controls and processes into place. We will also be fully investigating this issue to prevent it from re-occurring in the future.

Fixing common mailbox issues

If you’re experiencing any of the following issues with your mailbox, you can resolve them by following the instructions outlined below:

1. Your mailbox cannot be accessed via webmail

Simply reset your mailbox password by following the steps in our Support article: Purchasing and configuring your 123 Reg email.

Due to the high load on our platform, any resets attempted on 24th November may not have been processed, so please retry this process if you haven’t already.

2. Your folders or emails aren’t visible

Depending on the size of your mailbox, we may still be re-indexing your files. No action is needed on your part, so please bear with us.

3. Your mailbox isn’t working with your Apple Mail/Outlook/Gmail account

You’ll need to re-add your mailbox to your email client account. For more information on how to do this, please read our Support article: How do I set up an Email Client with 123-mail?

If you need additional help, you can get in touch with our Support team on 0345 450 2310.

We apologise again for any inconvenience this issue may have caused.