Cannot Send or Receive Email Print

If your email has stopped working, go through these checks in order.

1. Confirm which service you are on

Vumacloud runs two separate email services, and using the wrong server name is the most common cause of a mail client that will not connect.

• Hosting email (included with a Starter, Growth or Pro hosting plan) — server webmail.vumacloud.com
• VumaMail (Micro, Team or Business) — server mail.vumacloud.com

Check Services in your client portal if you are not sure.

2. Verify your connection settings

Hosting email — these must be entered manually; autodiscover and Exchange/ActiveSync are not supported:

• Incoming IMAP: webmail.vumacloud.com, port 993, SSL/TLS
• Incoming POP3: webmail.vumacloud.com, port 995, SSL/TLS
• Outgoing SMTP: webmail.vumacloud.com, port 2525, STARTTLS, authentication required
• Username: your full email address (e.g. name@yourdomain.com), not just the part before the @

VumaMail:

• Exchange / ActiveSync server: mail.vumacloud.com (recommended for Outlook and mobile)
• Incoming IMAP: mail.vumacloud.com, port 993, SSL/TLS
• Outgoing SMTP: mail.vumacloud.com, port 587, STARTTLS

Encryption is required on every port for both services. If your client is set to "None", it will not connect.

3. Can receive but cannot send

This is almost always the outgoing server. Check that:

• Outgoing server authentication is switched on and set to use the same username and password as incoming. Many clients leave this off by default.
• The outgoing port and encryption match the table above — hosting mail uses 2525 with STARTTLS, not 25, 465 or 587.
• Your network is not blocking the port. Mobile networks and office firewalls sometimes block outgoing mail ports; test on a different connection to rule this out.

4. Check your password

Try signing in to webmail — webmail.vumacloud.com/mail/ for hosting email, mail.vumacloud.com for VumaMail — with your full email address and password.

If webmail works but your mail client does not, the problem is your client's settings, not your password. If webmail also fails, open a support ticket and we'll reset the password.

5. Check your mailbox quota

A full mailbox bounces incoming email back to the sender. Sign in to webmail, delete large or old messages, and empty Trash and Junk — deleted mail still counts against your quota until the folder is emptied. Hosting mailboxes are 5 GB each; open a ticket if you need more.

6. Outgoing emails going to spam

If recipients are not receiving your messages or they land in spam, your domain may be missing SPF or DKIM records. See Configuring SPF and DKIM for Better Deliverability, or open a ticket and we will verify them for you.

7. Nothing arrives at all, on any device

Check that your domain's MX record still points to Vumacloud. If you recently changed nameservers or DNS provider, the MX record may have been lost. Open a ticket and we will check it.

8. Still not working?

Open a support ticket and include: your email address, which service you are on, the exact error message from your mail client, whether the issue affects sending, receiving or both, and whether webmail works.