Businesses rely on emails as their main source of communication. It can be frustrating and stressful when your emails stop working, but usually it is an issue that can be resolved quickly and easily following the steps below:
1. Check if the issue is widespread
Before troubleshooting, confirm whether the issue is affecting:
- just one device
- one email account
- or multiple users in your business
> What to do:
- Try logging into your email on another device (e.g. phone or computer)
- Try accessing your email via webmail (if available)
- If it works elsewhere, the issue is likely to do with your device rather than your emails.
2. Check your internet connection
Make sure your internet is working properly. If you do not have internet connection, your emails will not work.
> What to do:
- Open a browser and do a search on Google to check if your internet is working
- If the internet is not working, restart your modem/router if needed
3. Confirm your hosting/email subscription is active
Emails can stop working if your hosting or email subscription has expired.
> What to do:
- Have your hosting or email invoices been paid? You can check your billing status through our client portal - visit https://billing.smg.com.au
- Log in to see your invoices and check if any invoices are outstanding.
- If your hosting plan has expired, you make payment of your invoice to get your email up and running again quickly.
4. Check your email settings
If you are using an email app (Outlook, Apple Mail, etc.), incorrect settings can stop emails from sending/receiving.
> What to do:
- Check your username (usually your full email address)
- Check your password (try re-entering it)
- Check the incoming and outgoing server settings
5. Check if your mailbox storage is full
If your mailbox is full, you may not be able to receive new emails.
> What to do:
- Delete old emails (especially large attachments)
- Empty your trash/spam folders
6. Check if your IP address is blocked
Sometimes your IP address may be blocked by the server firewall (this can happen after multiple failed login attempts).
> What to do:
- Find what your IP address is by going to WhatsMyIP.com
- Your IP address will be displayed at the top of the page
- Submit a support ticket with your IPV4 address requesting for it to be unblocked from the firewall.
- If you are unable to submit a support ticket, you can call SMG on (07) 3341 7224.
7. Test Sending & Receiving Emails
Once you’ve completed the steps above, send an email to yourself to check if it is working again, or restart your device if you are still having trouble.
