Having trouble sending and receiving emails?

Have a look at these videos to help you solve your issues when sending and receiving emails
This video relates to your 123-mail account

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Video 1 - Intro - Having trouble sending and receiving your emails?


Ok, so there could be a few reasons why you are unable to send or receive emails using your 123-mail address.


Let’s have a look at a few possible solutions to help you fix your email issues.


Before you have a look at the choices, you will need to determine whether you are having problems sending and receiving your emails on our ‘123-mail’ webmail client, or if it’s a problem with your ‘3rd party email client’.


So to test this out, send and receive a test email using your email account on ‘123-reg webmail’, and then using your ‘3rd party email client’.


You will then know which solutions to try out, so if you find that you can send and receive emails on 123-reg Webmail, but not on your email client, then you will need to check your ‘email client’ settings, as this is most likely where the problem lies.


You can check out the videos below, or just carry on watching to find out more.


Video 2 - Are your nameservers pointing to 123-reg?


Your domain’s nameservers could be one of the reasons why you are having trouble with your email on ‘123-reg webmail’, so let’s check to see they are set up correctly.


To have a look at your nameserver settings, first you’ll need to log into your '123-reg control panel'.


For the domain name that your email address is associated with, click on the ‘manage’ button.


Ok, now click on ‘change nameservers’.


In this box you will see the nameservers for your domain name.


If your nameserver settings read ‘ns.123-reg.co.uk’ and ‘ns2.123-reg.co.uk’, then this means your nameservers are already set to 123-reg, so it may be best to have a look at some of the other video solutions to help you with your email issues.


Ok, so if you have another set of nameservers in these boxes then these will need to be changed to 123-reg’s nameservers.


Users who have their website hosted with another provider may find they have a different set of nameservers, but here’s an important note before you make this change.

Changing from your hosting provider’s nameservers to 123-reg’s settings could result in your 3rd party hosted website going offline.


It is therefore advised that you speak to your hosting provider before you change your nameservers, in order to avoid disruption to your services.


When you’re ready to change your nameservers, just click on ‘reset to 123-reg default’ to change them to 123-reg’s nameservers.


If you have decided to change your nameservers to 123-reg then please be aware that these changes can take up to 48 hours to update.


Once you’ve changed your nameservers to 123-reg you may need to map your domain name to your website.


Click the link to watch this video here and have a look at the steps for the second method to see how to map your domain name to your 3rd party hosted website.


Video 3 – Are your MX records correct?


Ok, so another thing we can check is your ‘MX records’, as having these set up incorrectly can cause issues with your email.


Have a look in your ‘123-reg control panel’.


For the domain name that your email address is associated with, click on the ‘manage’ button.


Click here to go to the ‘Manage domain’ page and then click on the ‘manage DNS’ button.


Here you will see your ‘MX records’ for your email settings.


Ok, so if your ‘MX records’ are set to ‘123-reg mail’ then this means your domain is pointing to 123-mail and you should be able to send and receive mail using your 123-mail account on webmail.


If they are set to ‘an external email service’ then you will need to change this to ‘123-reg mail’.


Please be aware that even if you are using a 3rd party email client such as Outlook, Thunderbird, Gmail or Outlook.com to send and receive your email, then this will still need to be set to ‘123-reg email’ as your emails will be sent through our servers.


For users who have purchased their email package with a different provider, the ‘MX record’ will need to be set to ‘an external email service’; this may help to solve problems when sending and receiving your email.


If you are still having trouble, then you will need to contact your email provider.


Please remember if you have made any changes to your DNS, including changing your ‘nameservers’ or ‘MX records’ then this can take up to 48 hours to become active, meaning you may still experience problems with your email until these changes have been propagated over the internet.


You should be able to send your emails using 123-webmail once these changes have propagated across the internet.


*If you find that you are still having trouble sending and receiving emails on your Webmail account, then please get in contact with us.


Video 4 - Is your Internet service provider blocking your SMTP settings?


One of the most common reasons for users not being able to send email is because their ‘Internet service provider’ is blocking the 123-reg ‘SMTP’ outgoing settings, or the port which the email is being sent through.


Even though we provide you with our SMTP setting, some internet service providers block emails which are being sent through our server, so it’s a good idea to check with your internet service provider on whether you need to use their ‘SMTP settings’ in order to send emails.


BT customers may find that they are experiencing a ‘550 error’ when trying to send emails.


If you have experienced this before, then please get in contact with your ‘internet service provider’, as you may need to use their ‘SMTP’ settings to send your email.


Video 5 - 3rd party email client - Are your settings correct?


If you are using a ‘3rd party email client’ like ‘Outlook’ or ‘Gmail’, and find that you are having trouble sending or receiving your emails, then having incorrect incoming and outgoing server settings could be why.


Within the email client that you are using, have a look in the ‘account settings’ menu.


You should be able to find your ‘incoming’ and ‘outgoing’ settings in an ‘advanced’ or ‘more settings’ menu.


Ok, your incoming settings should be set to ‘pop.123-reg.co.uk’ for ‘POP’ users and ‘imap.123-reg.co.uk’ for ‘IMAP’ users.


Your incoming port settings should be ‘110’ for ‘POP’ users and ‘143’ for ‘IMAP’ users.


Your ‘SSL’ setting is also important here, and this is another common reason for users experiencing issues when sending and receiving their emails.


If you’ve enabled ‘SSL’ when sending your emails, then you will need to ensure that the correct port number is set, which will be different to the port settings we just mentioned.


You should be able to find out if you’ve enabled ‘SSL’ by having a look in the ‘advanced settings’ menu within your email client.


If you do have ‘SSL’ enabled, then you will need to update your port number, so for ‘POP’ users is ‘995’ and for ‘IMAP’ users it’s ‘993’.


Ok, if you are having trouble sending your emails, check that your ‘outgoing settings’ are set to ‘smtp.123-reg.co.uk’.


Have a look at the port number, if it is set to ‘25’ then try changing it to ‘587’, or vice versa.


Again, please note that the ‘SSL’ setting could be why you are having problems when sending and receiving your emails.


If you have selected to use ‘SSL’ when sending emails then you will need to ensure that the port number is set to ‘465’.


Please note that some Internet service providers may not support ‘SSL’ when sending and receiving emails, so if you find this to be an issue just use the port numbers we mentioned earlier, which are shown on screen here and ensure that your ‘SSL’ connection, in your 3rd party email client, is switched off.


Once you've done this, restart your email client and then try sending and receiving a test email using your email client.


If it still doesn't work, try one of our other video solutions to help you resolve the issue.


Video 6 - 3rd party client - Is your authentication option disabled?


Ok, so there could be a problem with your authentication setting in your 3rd party email client.


Have a look in the ‘outgoing settings’ section on your 3rd party email client, have a look to see if you've accidentally disabled the ‘authentication’ option.


This option will look different depending on which email client you have, but it should read something like ‘authenticate using password’ or ‘my outgoing server (SMTP) requires authentication’


Or you may see a drop-down menu for ‘authentication’ if so, just select ‘normal password’.


You need to ensure that this option is not disabled, and that you are using your password to authenticate email being sent from your account.


If your email client asks you to type in your password when you are sending emails, then don’t worry, this is part of the authentication process, but you should only be asked once.


For incoming settings, users who have their email set up with Outlook may see this option ‘Require logon using Secure Password Authentication’ when you are setting up your incoming email settings.


Please ensure that this option is not ticked to ensure you can receive email.


Once you’ve done this, restart your email client and then try sending and receiving a test email.


Please note that if you have changed your password for your email address using your ‘123-reg control panel’ then you will also need to update this in your email client, but your email client should prompt you to update this when you sign in again.


Video 7 - Is your anti-virus preventing you from sending and receiving emails?


Ok, so if you have a firewall or anti-virus set up on the device that you are sending your emails from, then this could be what’s preventing you from sending and receiving your emails.


So within your anti-virus software you will have to add an ‘allow’ rule for our SMTP server setting which is smtp.123-reg.co.uk and possibly the IP address for the server which is ‘94.136.40.63.’


If you are having trouble receiving emails and you think it could be an issue with your anti-virus software, see if you can set up an ‘allow’ rule for your ‘pop’ or ‘imap’ incoming settings, so for pop users this will be pop.123-reg.co.uk or imap.123-reg.co.uk and the I.P. address will be 94.136.40.61.


If you are unable to do this, have a look for your ‘anti-virus software support guide’ for help on how to do this.



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