Whatever you use to read your mail — Outlook, Apple Mail, your phone — it needs the same handful of answers. They're all below. Find your platform first; the server names differ depending on which one you're on.
We will work out which of our mail platforms you are on and show you exactly what to type. No password, no signing in — and we do not store or log what you enter.
We run three mail platforms for different sets of customers. The quickest way to tell is the webmail address you sign in to — whichever one accepts your password is your platform, and your mail server names follow from it.
Dealer email and Autotrader customers. If your mailbox came to you through your dealership, this is almost certainly you.
Part of our main customer base. If this address accepts your password, use it for your mail servers too.
The rest of our main customer base, and the platform the Webmail button at the top of this site points to.
The ports and encryption are identical on all three platforms — only the server name changes. So: read the left-hand list once, then take your server name from the right using whichever platform you identified above.
These apply on every platform, in every mail client, on every device. Most support calls we take about “email not working” come down to one of them.
In roughly the order that actually finds the problem. If none of it helps, call us on 01296 329 200 — you'll get an engineer, not a script.
Open your platform's webmail address from section 01 and log in there. If webmail works and your mail client doesn't, the problem is in the client's settings, not your account. If webmail also refuses you, it's the password.
The most common cause by far. Settings copied from an old guide, another provider, or a colleague on a different platform will look right and never connect. Compare all three server names against your column above.
Some office firewalls and public Wi-Fi block mail ports outright. Switching your phone to mobile data, or tethering a laptop, tells you in seconds whether the network is the culprit.
Fifteen minutes on the phone beats an afternoon of guessing. You'll reach the people who run the mail platform, during UK office hours.