If your email application is rejecting your username or password, the issue is usually related to incorrect login details, saved credentials, or account configuration.
Follow the steps below to identify and resolve the problem.
1. Test your login in Webmail
For immediate access, log in to your mailbox using your web browser:
Webmail Login
If you are unable to sign in to Webmail, the issue is not your email client. Please refer to our Password Help article for troubleshooting steps.
2. Verify your username
Your username must always be your full email address.
- Do not use an alias
- Do not use a distribution list
- Do not use a shortened username
Only the primary mailbox address can be used to authenticate.
3. Confirm your email client settings
Incorrect server settings will prevent authentication even if the password is correct.
Use our Setup Tool or Email Server Settings guide to confirm:
- Incoming mail server (IMAP or Exchange)
- Outgoing mail server (SMTP)
- Port numbers
- SSL/TLS encryption enabled
Refer to the Knowledgebase setup guides for your specific device or mail application.
4. Check for typos and saved credentials
- Re-enter your password manually.
- Check for accidental spaces before or after the email address.
- Ensure Caps Lock is not enabled.
Saved or cached credentials are a common cause of login failures.
5. Restart your mail client and device
Restarting can clear temporary authentication issues.
- Close and reopen your email application.
- Restart your computer, phone, or tablet.
6. Remove and re-add the mailbox
If authentication continues to fail, the mailbox configuration may be corrupted.
- Remove the mailbox from your email client or device.
- Restart the device.
- Re-add the mailbox using the correct settings from the Knowledgebase.
This resolves most persistent login issues.
Still not working?
If your email client still does not accept your login details:
- Confirm the mailbox is active and not suspended.
- Check whether your IP has been temporarily blocked after repeated failed attempts.
- Contact Thexyz support with the exact error message and your mail client details.
Our support team will be happy to assist you.
