Using the checks in this article, you can find out step by step where the problem lies: with your domain name (MX records), with your services, with your mailbox/password, or with your email program’s settings.
Make sure you have the correct mailbox settings on hand. You’ll find them in our guide: How do I set up my Basic mailbox (POP3/IMAP)?
Check first whether your domain uses $$BrandName$$’s mail servers
The first check is to verify whether your domain name actually uses our mail servers. You can check this via the MX records of your domain. Your MX records should normally look like this if you’re using our Basic mailboxes:
- mx.mailprotect.be
- mx.backup.mailprotect.be
Check your MX records for free via MXToolbox:
- Go to https://mxtoolbox.com/
- Enter your domain name (e.g. yourdomain.com)
- Click MX Lookup to check your MX records
Do you see different MX records, or no MX records at all?
Then something is wrong with your DNS settings, or you’re using the mail servers of another (previous) provider.
Set up the correct MX records with the help of this guide
Check whether your services are still active
If you have outstanding payments, a product may have been (temporarily) taken offline. That could explain why email is no longer working.
Follow these steps in the control panel:
- Go to Administration > Invoices
- Check whether there are any outstanding or overdue invoices
No outstanding invoices? Move on to the next step.
Test whether your mailbox still works via $$WebmailName$$
Log in to the online $$WebmailName$$ to check whether your mailbox still works, or whether the problem lies with your device or email program.
- Go to $$WebmailName$$
- Log in with your email address and password
- Test whether you can receive and send emails
Does that also work? Then the problem is probably with your email program or device.
Check the email settings on your device
If your domain uses the correct MX records, your services are active, and webmail works, then the problem is probably with the configuration on your device.
- Open the settings of your email program (Outlook, Apple Mail, smartphone …)
- Check the settings for the incoming and outgoing server
- Check whether they match the correct settings
Find the correct settings and guides for setting up your mailbox properly
Still having problems? Contact us
Have you checked everything above and it still doesn’t work? Contact our support.
Mention what you’ve already tested (MX check, invoices, webmail, …) and if possible, send a screenshot of your settings or error message. That will help us assist you faster.