Use these checks when an email application cannot send, receive, or synchronize mail.
Test the mailbox in webmail first
Sign in to Roundcube webmail on your assigned server using the same full email address and mailbox password. If webmail also rejects the login, verify the password or ask the website administrator to reset the mailbox password in DirectAdmin.
Cannot send mail
- Confirm SMTP authentication is enabled.
- Use your full email address and mailbox password for outgoing authentication.
- Use your assigned server with port 587 and STARTTLS.
- If the network blocks port 587, try port 465 with SSL/TLS.
Cannot receive mail
- Confirm that the incoming server is the server assigned to your account.
- Use your full email address as the username.
- Use IMAP port 993 with SSL/TLS.
- Re-enter the mailbox password carefully.
Password rejected or connection blocked
Test the same address and password in Roundcube webmail. Repeated failed attempts can temporarily block your IP address. Stop retrying and open a support ticket if you believe your address has been blocked.
Certificate warning
Do not accept or bypass an unexpected certificate warning. Confirm that you entered your assigned server name exactly, such as lhpvm01.lizardhill.com, and contact support if the warning continues.
Messages are missing on another device
Confirm that all devices use IMAP rather than POP3. IMAP keeps messages and folders synchronized. POP3 primarily downloads messages to one device and may not synchronize folders.
View all email client setup guides
Need help? Open a support ticket or email support@lizardhill.com.
