Troubleshooting Email Sending Problems

If you cannot send email, perform the steps below to troubleshoot the problem.

Step 1: Log on to your SuperWebHost webmail account

The first thing you need to do is to rule out that SuperWebHost may be down.  If you can log on to your SWH webmail, this means that SWH is up and running normally. Proceed to Step 2.

If SWH webmail is down, please call or open a ticket with SWH technical support.

Step 2: Check your email configuration settings

Since you now know that SWH webmail is working fine, you need to check the email configuration settings on your email client, e.g. Outlook, Live Mail, Mozilla Thunderbird, and Opera Mail, next. Our non-SSL and SSL SMTP settings can be found here. If your email client is properly set up, proceed to Step 3.

Step 3: Check that your ISP allows email to be sent from Port 25

Most ISPs nowadays block port 25 for sending emails for mainly security reasons. Call your ISP to check if this is the case, particularly if you cannot send emails all of a sudden. If you’re fairly confident with your computer skills, you can also check this out yourself using telnet, but we do not recommend this approach considering that telnet is inherently insecure and might leave your computer vulnerable to hacking (this is why telnet is disabled on Windows 10 by default).

Nevertheless, if you still want to use telnet, you may follow the procedures below on how to use it to check for port 25 blocking.

  • If you’re on Windows, open a command prompt. If you’re on Mac or Linux, open a terminal.
  • On the command prompt, enter the following command: telnet 25, where is your domain name. If there is no response or the command fails, port 25 is blocked.
  • If you get an error such as Windows cannot find telnet, you have to enable telnet. For instructions on how to do that, please see our article on enabling telnet on Windows.
  • If you get an error such as 220-We do not authorize the use of this system to transport unsolicited, 220 and/or bulk e-mail, then port 25 is not blocked.

If you find that port 25 is blocked, you can do any of the following fixes:

Solution 1: Use your ISP’s outgoing email server

Contact your ISP, get their settings for their outgoing email server, then configure your email client to use those settings.

Solution 2: Change your outgoing email port from 25 to either 587 (non-SSL) or 465 (SSL).

Our email servers already use port 587 or 465 for SMTP, so changing your outgoing email port from port 25 to these ports will solve your email sending problem.


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