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.
Common Email Problems
Email problems can look very similar, but the cause can be quite different depending on how you access your email. Before troubleshooting, first identify how your email is being managed.
Step 1: Check how you access your email
Are you using webmail through a web browser, such as logging in to your email provider’s website? Or are you using a third-party email application such as Microsoft Outlook, Mozilla Thunderbird, Apple Mail, or the Mail app on an Android phone?
This is important because an email problem may be caused by the email service itself, or by the settings or software on the particular device you are using.
Step 2: Identify what is not working
Once you know how you are accessing your email, determine whether the problem affects sending emails, receiving emails, or both.
- Cannot send emails: You can receive emails, but outgoing messages fail or remain stuck in the Outbox.
- Cannot receive emails: You can send emails, but new messages do not arrive.
- Cannot send or receive emails: Both incoming and outgoing email are not working.
Identifying these two things first can help narrow down the cause and make it easier to find the correct solution.
You can receive emails but cannot edit or send emails
Email editing or sending problems
Having trouble editing or sending emails in Outlook? Different problems can have different causes. Two common causes are related to the email editor settings and the outgoing mail server settings.
1. Outlook email editor or display settings
If you can open a new email but cannot see the text properly, type normally, or edit the message as expected, the problem may be related to Outlook's editor or display settings. For example, the font size, text colour, zoom level, or other display settings may make the text appear too small, invisible, or difficult to edit.
In some cases, Outlook may also have a temporary problem with its editor. Checking the message formatting, zoom level, and Outlook settings can help determine whether the problem is related to the email editor rather than the email account itself.
2. Outgoing mail server (SMTP) settings
If you can write and edit emails normally but Outlook cannot send them, the problem may be related to the outgoing mail server (SMTP) settings. Incorrect server addresses, port numbers, encryption settings, authentication settings, or passwords can prevent Outlook from connecting to the mail server.
These settings are different for different email providers. If you recently changed your email password, Internet provider, or email account settings, the outgoing mail server settings may need to be checked or updated.
Tip: If you can receive emails but cannot send them, this often points towards a problem with the outgoing mail server or SMTP settings. If you cannot properly see or edit the email itself, check the Outlook editor and display settings first.
You can send emails but cannot receive
Email receiving problems
You can send emails from Outlook, but cannot receive new emails? This usually means that the outgoing mail service is working, but there may be a problem with how Outlook displays or retrieves incoming messages. There are several possible causes.
1. Outlook view or display settings
Sometimes the emails have actually been received, but Outlook's view settings prevent them from being displayed where you expect. Filters, sorting, conversation view, focused inbox, or other view settings can make recent messages difficult to find.
Before changing your email account settings, check other folders such as Inbox, Junk Email, Deleted Items, Archive, and Other. Also check whether Outlook has an active filter or unusual sorting option.
2. Incoming mail server settings
If Outlook cannot connect to the incoming mail server, new messages may not be downloaded. Incorrect IMAP or POP server settings, port numbers, encryption settings, passwords, or authentication settings can cause this problem.
This can happen after changing your email password, moving to a different email provider, or changing email account settings.
3. Outlook synchronisation problems
Outlook may sometimes stop synchronising with the email server even though the account appears to be configured correctly. A temporary connection problem, Outlook error, or synchronisation issue can prevent new emails from appearing.
4. Outlook rules or filters
An Outlook rule may automatically move incoming emails to another folder, archive them, delete them, or otherwise process them when they arrive. If you can receive some emails but cannot find particular messages, check your Rules and filtering settings.
5. Mailbox storage is full
If your email account has reached its storage limit, the mail server may stop accepting new incoming messages. Check your mailbox storage and remove unnecessary emails, attachments, or other items if the mailbox is full.
6. The problem may be with the email server
Sometimes the problem is not caused by Outlook at all. Your email provider may be experiencing a temporary server problem, maintenance, or an issue with your account. Checking webmail can help determine whether the problem is specific to Outlook.
Tip: A useful first test is to log in to your email account through webmail. If new emails are visible in webmail but not in Outlook, the problem is more likely to be related to Outlook's settings, synchronisation, or account configuration. If the emails are also missing from webmail, the problem may be with the email account or mail server itself.
Webmail works but outlook keeping asking password
Password doesn't work with Outlook, Apple mail or Android mail
Webmail works normally, but Outlook keeps asking you to enter your password? This can happen when your email provider requires an app-specific password for third-party email applications such as Outlook, Thunderbird, Apple Mail, or other email programs.
Some email providers allow you to sign in to webmail using your normal email account password, but do not allow the same password to be used by third-party email applications. Instead, you may need to create a separate app-specific password for Outlook or another email application.
In this situation, repeatedly entering your normal webmail password in Outlook will not solve the problem. You need to generate an app-specific password from your email provider and enter that password in Outlook instead.
This type of security requirement is becoming more common as email providers introduce stronger authentication methods. The exact process for creating an app-specific password depends on your email provider and account security settings.
Tip: If webmail works correctly but Outlook repeatedly asks for your password, do not immediately assume that your password is incorrect. Check whether your email provider requires an app-specific password, two-factor authentication, or another authentication method for third-party email applications.
Email password is repeatedly rejected
Email password problems
Does Outlook or another email application repeatedly reject your password? There are several possible reasons. Before trying the password many times, check the following common causes.
1. The saved password may be incorrect or no longer valid
The password saved in Outlook or your email application may be incorrect, especially if you recently changed your email password. In some cases, the password may have expired, the account may have been locked, or your email provider may require additional authentication, such as two-factor authentication.
If you are certain that you recently changed your password, update the saved password in your email application and try again.
2. An app-specific password may be required
Some email providers allow you to use your normal password when signing in to webmail but require an app-specific password for third-party email applications such as Outlook, Thunderbird, or Apple Mail.
If this applies to your email provider, your normal webmail password will not work in the email application. You will need to create an app-specific password through your email provider and use it instead.
3. If you have forgotten your password, don't keep guessing
IMPORTANT: Please do not repeatedly enter different passwords if you are unsure of the correct one. Too many unsuccessful login attempts may cause your account to be temporarily locked or trigger additional security checks.
Instead, use the "Forgot password" or "Reset password" option provided by your email provider and follow the official account-recovery process.
Emails are stuck in the Outbox
Emails are stuck in the Outbox and cannot be sent
This problem usually means that your email application has prepared the message but cannot successfully connect to the outgoing mail server (SMTP) to send it. It can be caused by an unstable internet connection, incorrect SMTP settings, an incorrect or expired password, authentication problems, or an email server issue.
Large attachments can also cause an email to remain in the Outbox, especially if the attachment exceeds the email provider's size limit.
Before deleting the message from the Outbox, please check the email settings and your internet connection first. If the email contains an important attachment or other information, avoid deleting it until you have confirmed that you have a copy of the message.
Mail box is full and I cannot receive new emails anymore
Cannot receive new emails because the mailbox is full
When your email mailbox reaches its storage limit, you may stop receiving new emails. However, deleting old emails is not always the best solution, especially if those emails contain important information that you want to keep.
Before deleting anything, it is recommended to back up your important old emails. You can save them to your computer, an external storage device, or another suitable location. Once your important emails are safely backed up, you can remove unnecessary emails and empty the Deleted Items/Trash and Junk folders to free up space.
If you need to keep a large number of old emails, you may also consider increasing your mailbox storage or moving older emails to local storage, depending on the email service and application you use.
I hope to manage my emails on my computer, mobile phone and iPad, and sync them automatically, can I?
Can I manage my emails on multiple devices?
Yes. You can usually access and manage the same email account on multiple devices, such as your computer, phone and iPad, and have your emails synchronised automatically between them.
For this to work properly, your email account should normally be configured using IMAP rather than POP. IMAP keeps your emails and folders synchronised with the email server, so actions such as reading, sending, moving or deleting an email can be reflected across your other devices.
However, all devices need to be configured correctly with the same email account and compatible server settings. If one device is using POP or has incorrect settings, emails may not synchronise as expected.
Common Causes of Email 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?
Backup Your Old Emails First
Before changing your email account settings, make sure your existing emails are safely backed up.
Changing email settings, removing an email account, or reconfiguring Outlook or another email application can sometimes cause previously downloaded emails to become unavailable, especially when using POP, IMAP, or locally stored email data.
If you have important old emails, contacts, calendars, or attachments stored on your computer, it is recommended to create a backup before making any major changes. This gives you a way to recover your important information if something goes wrong during the process.
Do not assume that all old emails are safely stored on the email server. Some messages may exist only on your computer or inside an Outlook data file such as a PST or OST file, depending on how your account has been configured.
IMPORTANT: Back up your important emails before removing an account, changing email settings, or reinstalling Outlook.
Once your important data has been backed up and verified, you can proceed with troubleshooting or changing the email settings with much less risk of losing your old emails.