Why Can’t I Send or Receive Emails?
Common Email Problems — and What to Check First
Can’t send or receive emails on your computer, phone or tablet?
Email problems can be caused by an incorrect password, account authentication, a full mailbox, incorrect mail-server settings, an Internet connection problem, an email app that is offline, or a problem with the email provider.
The exact error message and whether you can send, receive, or do neither can provide important clues.
In this guide, we explain common email problems, what you can safely check, and when the problem may need further investigation by your email provider or a technician.
What Does an Email Problem Actually Mean?
You can receive emails but cannot send
You can receive emails but cannot send
New emails arrive normally, but outgoing messages remain in the Outbox or return an error.
You can send emails but cannot receive
You can send emails but cannot receive
Outgoing messages work, but new incoming emails do not appear.
You cannot send or receive emails
You cannot send or receive emails
The email app may be offline, the account may not authenticate, or the mail service may be unavailable.
Your password is repeatedly rejected
Your password is repeatedly rejected
The saved password may be incorrect, changed, expired, or the account may require additional authentication.
Emails are stuck in the Outbox
Emails are stuck in the Outbox
A large attachment, connection problem, incorrect SMTP settings, or authentication issue can prevent an email from being sent.
New emails are missing or delayed
New emails are missing or delayed
Messages may be going to Junk/Spam, another folder, a different device, or the mailbox may be full.
Email works on one device but not another
Email works on one device but not another
The account may be configured differently, or the affected device may have an app, password, network, or account-setting problem.
Common Causes of Email Sending and Receiving Problems
- Incorrect password or authentication — The password may have changed, expired, or the provider may require two-step verification or an app password.
- Incorrect mail-server settings — IMAP/POP settings affect receiving mail, while SMTP settings affect sending mail. Server names, ports, encryption and authentication must match the provider’s requirements.
- Mailbox is full — A full mailbox can prevent new messages from being received and may also affect sending.
- Internet or network problem — The device may be connected to Wi-Fi but unable to reach the mail service reliably.
- Email app is offline or misconfigured — Outlook, Thunderbird, Apple Mail and other apps can stop synchronising when an account or app setting is incorrect.
- Large attachment — A message that exceeds the provider’s size limit may remain in the Outbox or fail to send.
- Spam or filtering — Incoming messages may be redirected to Junk/Spam or another folder by the provider or an email rule.
- Provider or server problem — The email service itself may be temporarily unavailable or experiencing an outage.
What to Do When You Cannot Send or Receive Emails?
On Windows
Including Windows 10 and Windows 11, whether using Outlook, Thunderbird, Windows Mail or another email application.
Try these checks before changing advanced email settings:
1. Check the basics- Confirm the computer has a working Internet connection.
- Check whether the email application is online rather than Offline or Work Offline.
- Note the exact error message, especially any reference to password, authentication, server or connection.
- Sign in to your email provider’s webmail service using a browser.
- If webmail also cannot send or receive, the problem may be with the account or email provider rather than the computer.
- If webmail works, the email application or its account settings may need attention.
- Confirm the username/email address and password are correct.
- If your provider uses two-step verification, check whether an app password or additional authentication is required.
- Check whether the mailbox is full.
- Check the Outbox for messages that are stuck.
- Try sending a small test email without an attachment.
- Do not change IMAP, POP or SMTP settings unless you know the correct settings for your provider.
On a Mac
Including recent macOS versions, whether using Apple Mail, Outlook, Thunderbird or another email application.
Try these checks before changing advanced email settings:
1. Check the basics- Confirm the Mac has a working Internet connection.
- Check whether Apple Mail, Outlook or Thunderbird is connected and synchronising normally.
- Note the exact error message rather than repeatedly entering the password.
- Sign in through your email provider’s webmail service in Safari or another browser.
- If webmail also fails, the issue may be with the account or email provider.
- If webmail works, check the email application and its account configuration.
- Confirm the email address and password.
- Check whether two-step verification or an app password is required.
- Check whether the mailbox has reached its storage limit.
- Check the Outbox and try a small test message.
- Check Junk/Spam and other folders if incoming messages are missing.
- Do not change IMAP, POP or SMTP settings without the correct provider instructions.
When Should You Stop Troubleshooting?
- You are repeatedly asked for a password that you know is correct.
- You are unsure which IMAP, POP or SMTP settings your provider requires.
- Changing mail settings has caused other folders or messages to disappear.
- The account works in webmail but not in the email application after repeated attempts.
- You suspect the account may have been compromised or someone else may have access to it.
- The email provider reports an account, server or mailbox problem.
- You need access to important business or personal email and are unsure whether a change could remove locally stored messages.
Common questions
Why can I receive emails but not send them?
Why can I send emails but not receive them?
Why does my email keep asking for my password?
What are IMAP, POP and SMTP?
Why are emails stuck in my Outbox?
Why does email work in webmail but not in Outlook or Apple Mail?
Don’t Change Email Server Settings Too Quickly
When email stops working, it can be tempting to change IMAP, POP or SMTP settings immediately. That can create additional problems if the settings are not correct for your provider.
Before changing advanced settings, test webmail, record the exact error message, check the account password and identify whether the problem is sending, receiving, or both.