Please note that to send and receive your business email using POP or IMAP, you must create an app password. Learn more.
The following troubleshooting steps are specifically for repeated password prompts in mail clients. For general troubleshooting, please visit this Help Page.
Troubleshooting POP password prompts in mail clients
- Verify that your business email server settings are correct.
- If you are using your business email alias to configure your POP client, please note that you will need to use your main full business email address as the username. You can verify this on the Email Control Panel.
Note: Ensure that the main full business email address is in all lowercase letters and not capitalized. - Create an app password.
- Enter the app password into your POP client's settings, replacing the current password. Please note the app password should not contain any spaces.
Note: For Mac Mail clients, you may also need to use Take account <business email> Online. Learn more.
If the above steps do not resolve the password prompts:
- If you are using Outlook, ensure you have NOT enabled Require Secure Password Authentication (SPA) on either the Incoming or Outgoing password settings.
- If you are using Outlook and have done all of the above steps, try closing and reopening the program. If it happens again, cancel the popup and re-enter the app password in settings.
- Limit POP sessions. Our mail servers allow only one active POP session for any given mailbox; if another device attempts to access a mailbox that’s already in use, that device will return an error.
- Turn up the check mail interval to 10 minutes. The default setting may be 1 minute.
- Disable security software. Some firewall, antivirus, and other security applications interfere with traffic on certain ports, so try disabling them to test the impact on the issue.
- If all of this fails, you can use the webmail interface or contact support where we will ensure you have followed the instructions and if so will escalate a case.
Note: If you need to set up a business email alias in your POP client, you will need to configure your POP client's settings. Learn more.
Errors with business email in POP clients
- Error: This user doesn't have a Business Mail account: Check with your account admin to see if the email address has been created and is active. If it has, make sure you enter the full business mail address as your username in the POP client settings.
- Error: Could not connect to the server: Make sure you don't have Mail Forwarding enabled . If it isn't, try setting up your business mail in a POP client that uses a different network connection. If the client connects without issue, contact your ISP for further assistance.
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