If you’re having problems with your email, please try some of these handy tips before contacting support.
Problems sending or receiving (POP or SMTP)
- If you are using mail.yourdomain.com in a third party mail client (Outlook, Entourage, MacMail, Thunderbird, etc.) for you incoming (POP3 or IMAP) and outgoing (STMP) mail servers try changing this to mail.pipeten.com (Ireland) or mail.pipeten.co.uk (UK). This will reduce the likelihood of any DNS resolution problems related to your domain name.
- Login to one of our webmail applications at http://mail.pipeten.com (Ireland) or http://mail.pipeten.co.uk (UK) using your email as the username and your mail box password as the password.
Problems sending only (SMTP)
- It could be your ISP blocking/firewalling the outbound SMTP port (port 25 TCP), so we also allow SMTP on an alternative port (port 587 TCP). You should change the port number for SMTP or Outbound Email Server to use port 587 in order to bypass.
Problems receiving only (POP and IMAP)
Is mail being delivered to you rejected as spam? This can be caused by an attachment or embeded gif or logo. Follow one of these steps to solve or reduce this mail being rejected:
- Reduce your max score level to 10 (relaxed), you will recieve more spam but less false possitives.
- Change the spam settings to “mark as spam” then add a rule in your mail client to move to a specific folder.
- Change the spam settings to “move” to another mailbox with spam scanning and check that on a regular basis.
- Reformat the sending email to try an lower its overall spam rating.
- Whitelist the sending email address or domain which will skip the spam scanning for emails originating from those addresses or domains.
Contacting support abou POPs, IMAPs and SSL related problems
- We do not yet fully support SSL email on any Pipe Ten mail service.
- POPs, IMAPs and SMTPs are currently available on our UK cluster on a TRIAL basis using an unsigned or wildcard SSL certificate.
- As the SSL email service is on trial it is not treated with the same priority as non-SSL POP, IMAP and SMTP services.
Contacting support about all other mail related problems
If you need to contact support about your mail related problems it is best to include as much information as possible. Things to include are:
- Include the email address(es).
- The way you access your mail – Webmail, Outlook, Thunderbird, .Mail(mac), etc.
- Are there any error message when trying to receive/ send.
- If your mail is ‘bouncing back’, being returned or otherwise generating an email with an error message in it, please include the headers of the bounced email AND any emails attached to the bounced email. For more information on the email headers please check here.
