If you are having problems sending or receiving email, or getting login errors or other issues when you're trying to set up an email client this guide should help you identify and resolve the problem in only a few simple steps.
- Check your MX records point to Krystal
Mail Exchanger, or MX records allow mail servers on the internet to find out where to send email - in order for you to receive email your domains MX records need to point to Krystal's mail servers.
In a web browser open visit intodns.com - this is a third party tool that will report the current MX records for a domain. Type your domain in the box and click the report button:
Scroll down through the resulting report to the MX section - you should see Krystal's MX records
If you see anything other than Krystal's MX records (krystal.co.uk or cloudhosting.co.uk) it indicates that your email isn't currently being hosted (received by) Krystal's mail servers. This may be because it's still pointing at a previous provider, or maybe you're using Gmail or Office365.
To receive email via Krystal's email servers you'll need to add the correct MX records in your domains DNS.
If this doesn't resolve your issue please proceed to Step 2.
- Check your login details
The next most common issue is using incorrect login details.
You can check this very easily by trying to login to webmail for your domain. We have a separate guide that will walk you through this - How do I login to my webmail.
If you can login here then you can be sure your username and password are correct - if not it'll almost certainly mean you're using an incorrect password - you can reset this within cPanel and then retest.
- Check your ports
When setting up an email client, whether on a PC, Mac or phone you'll need to be sure you're using the right port numbers. Port numbers are used on a server to identify what service you're trying to connect to.
All our email servers require a secure connection - so you'll need to ensure you setup your client to use TLS (often called STARTTLS) is preferred, or SSL if TLS isn't available - often there's a tick box in the settings (or advanced/more detail settings) for this. You will also need to use the following ports:
Some mobile phone email clients in particular don't have a specific field for the port number, so you'll need to include it along with the server name e.g. mail.example.co.uk:587 or homeserver:587 - replacing example.co.uk with your domain and homeserver with your specific hosting server e.g. hera.krystal.co.uk:587
SMTP (outbound/sending email)
465 (SSL) or 587 (STARTTLS)
IMAP (inbound/receiving email)
POP3 (inbound/receiving email)
- Is the issue with sending email, receiving email or both?
Problems sending email
Do you receive an error message, or bounceback - this will often yield useful information about the issue. If it doesn't help you reach a resolution directly you can open a support ticket via the Krystal Client Area - please include full details of the sender/recipient and a copy of the bounceback message.
If the bounceback mentions a server blacklist, our team are likely to already be working on the issue but we'll provide updates via krystalstatus.co.uk
Problems receiving email
If your MX records, login details and ports are correct (you've completed steps 1, 2 & 3) then the next places to look for an issue will be;
- Check your Email Routing is set correctly
- SpamExperts - our anti-spam solution, has email Destinations - to let it know where to route inbound email after it's been scanned. We need to check for a route to your hosting server. If you discover a missing or incorrect Destination at this point then you should also Clear the SpamExperts Callout Cache once you've updated it.
- If you're still having issues after completing all the previous checks and resolving any problems found please contact support, via chat, or by raising a support ticket through your Krystal Client Area.