The following checks are provided to help you resolve email difficulties ...
New Domains
It can take anywhere from 1 - 48 hours for new DNS instructions to properly resolve across the Internet. If you have transferred or registered a domain within this time then your email may or may not not function correctly. Unless you are unable to do so, please leave it a full 48 hours and then run the checks mentioned below.
Domain Checks
Run the following checks on your domain ...
Make sure the domain is still valid and has not expired.
If it has expired you will need to renew it before email will function correctly.
Make sure the DNS are pointing to the Saffas server.
Check your Welcome Mail for this information. If it is incorrect, contact your registrar to update the DNS details. If Saffas are your registrar then you can update the DNS details from the Billing Centre.
Can you view your website?
If it is down then the problem may be more than just email.
If you see a page that says 'Error - there may be a problem with your account' then it is likely your plan has been suspended.
If you see a default 'Cannot display this page' then there may be a problem with the server: Server Status
Can you view other websites?
If you can't access any sites online then the problem is likely to be with your Internet Service Provider (the company who provides access to the Internet). In which case, contact your ISP for an update of the situation.
Webmail Checks
Run the following checks on your Webmail ...
Is there mail to download?
Login to your Webmail to make sure there is actually mail waiting to be received.
Is a rogue message blocking the download?
Sometimes a corrupt or large message, may block the download process. If the next message waiting to download looks to be problematic, delete it and try again.
Email Checks
Run the following checks on your email ...
Check your settings.
Use the online form relevant to your plan type, to check your email settings ...
Check your Username is correct.
A common mistake is to use the Control Panel username to access email. This is wrong. Use the above forms to check what your username should be.
Check authentication is turned ON.
All servers require
smtp authentication. When you are setting up your email on your computer (MS Outlook or other), look for the option 'my server requires authentication' and make sure it is turned ON.
Check non SSL connection.
Do not try and send email via a secure route. If you have the option boxes for SSL turned on then you must turn them OFF.
Further Help
If the above checks fail to clear the problem, please raise a support ticket and let us know the following ...
1 - the email address with the problem
2 -
when the problem first started
3 - whether this is a repeat problem or the first time you have experienced it
4 - whether it affects incoming (pop3) or outgoing (smtp) email
5 - copy and paste the exact error message you receive
If we need to run indepth tests, we may need to ask for your email password however, please wait for us to ask before you provide this information.
