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Understanding email error messages

Email accounts can be accessed using a number of email clients, such as Microsoft Outlook, Mozilla Thunderbird, macOS Mail, and many more. You may encounter an error message when checking your email or when setting it up for the first time.

We will look at some of the common errors you may encounter and how to fix them:

Error 535 - Authentication failed

An ‘Authentication Failed’ error means that the email server cannot verify that your email access is approved. A mistyped password is the most common cause, although it can also be caused by an invalid username, connecting to the wrong server or blacklisting.

Solution:
  • Double-check that your email password is entered correctly.
Update email password. 

If you would like to know How to update your email password please read our Help Centre article for assistance.

  • Confirm that the username is the full and correct email address.
  • If you have recently changed where your domain points, or if you have upgraded or downgraded your hosting plan, please contact our hosting department to assist further.
  • It is also possible that your local IP is blacklisted. Please contact our hosting department and provide them with your local IP address to assist you further.
How to check a Blocked IP? 

You can visit What Is My IP Address to check what your local IP address is.

Important. 

The local IP address your email client is using may be blacklisted, which can happen after too many failed login attempts within a short period of time or if you are connecting outside of South Africa.

Error 550 - Sender verify failed

This error means the inbox you are sending to or from is full.

Solution:
  • The email server cannot deliver your email because the recipient’s inbox is full. Most email applications have a set amount of storage an individual user can use for emails.
  • If the quota of your storage is exceeded the server will not let any more mail through to your inbox and the space quota will need to be increased.
Storage exceeded? 

If you would like to know What to do when you have reached your disk quota please read our Help Centre article for more information.

Increase Package Size. 

If you need to upgrade your hosting package, follow these easy steps on How to change to another Hosting package for further assistance.

Domain has exceeded the max defers and failures per hour (100%) allowed

This error occurs when a domain account sends out emails that either fail or get deferred. If the number of failures or defers is greater than the server limit, no further emails are allowed.

Solution:
  • Allow up to 1 hour before sending any emails from all accounts on the domain.
  • Check to see if any of the email accounts on the domain are sending spam. You can see the delivery reports in cPanel or CWP under the ‘Email’ section.
  • Check the autoresponders and spam filters. The block can sometimes be triggered when an autoresponder is set up to send an out-of-office reply to all emails received. The autoresponder will reply to all emails including spam email addresses that do not exist, hence the replies fail. Ensure your spam filters are enabled so that emails that are flagged as spam do not get an autoreply.
Set up email filters in cPanel. 

If you would like to know How to manage email filters in cPanel please read our Help Centre article.

Set up email filters in CWP. 

If you would like to know How to manage email filters in CWP please read our Help Centre article.

  • Ensure your mailing list is up to date. Remove any email addresses that no longer work. Sending to multiple invalid email addresses will trigger the block.
IMPORTANT! 

Afrihost servers do not allow bulk emails. You need to subscribe for bulk emailing with a company that offers such a service.

I can receive emails, but cannot send mails

If you are receiving emails but having trouble sending emails, the issue is almost certainly (but not always) related to the SMTP /outgoing server. The SMTP (Simple Mail Transfer Protocol) handles the entire email distribution process.

IMAP or POP & SMTP? 

If you would like to know more about the difference between POP, IMAP and SMPT please read our Help Centre article.

Solution:
  • Check your internet connection. If the internet is down the emails will not work.
  • Login via Webmail and test if you can send mails from there. If not, please take a screenshot of the error message and send it to our hosting department to investigate the issue further.
What is Webmail? 

Webmail allows you to access your domain email service only, using a browser from any device.

  • If you are able to send emails via Webmail, check the SMTP/ outgoing server settings.
    • SMTP / Outgoing server uses port 465 with SSL secure encryption and port 587 or 25 for non-SSL encryption.
    • SMTP / Outgoing server name should be mail.yourdomainname.co.za or use the name of the server.
How to find the Afrihost server name 

If you are unable to set up your mail using ‘mail.yourdomainname.co.za’, please use the server's name found in ClientZone:

1. Login to ClientZone.
2. Select the 'Hosting' tab.
3. Select the domain name
4. Under the 'Account Overview' Section on the left-hand side, you will see the 'Afrihost server' name.

Afrihost server name example: afri.aserv.co.za

  • Make sure that the SMTP / Outgoing server ‘authentication’ is turned on, and enter the username (full email address) and password.
Did you know? 

Android and older versions of Outlook work better with non-SSL settings, while Apple devices and Office 365 work better with SSL settings.

Setup Outlook. 

If you would like to know How to set up your mail in Microsoft Outlook please read our Help Centre article for assistance.

I can send emails, but not receive mails

There are various possible causes to investigate why you can send emails but not receive emails such as disk quota issues or the incoming mail server settings.

Solution:
  • Check if the domain disk quota is full or if the specific email address has reached the allocated storage.
Is your disk quota full? 

If you would like to know What to do when you have reached your disk quota please read our Help Centre article for more information.

Increase Package Size. 

If you need to upgrade your hosting package, follow these simple steps on How to change to another Hosting package for assistance.

  • Check your email directories - spam folder, junk folder, or any customised email folders. These emails may have been identified as spam or junk and might have been moved to one of these folders.
  • Login via Webmail and test if you can receive emails from there. This will check if your local IP is blocked on the server or not. If the webmail link opens, then the IP is not blacklisted. If the link does not open the IP is blacklisted and needs to be whitelisted on the server by the hosting department.
Check your IP address. 

You can visit What Is My IP Address to check what your local IP address is.

IMPORTANT. 

The local IP address your email client is using may be blacklisted, which can happen after too many failed login attempts within a short period of time or if you are connecting outside SA.

  • Check the incoming server settings on the email client.

Incoming mail server settings:

  • Server: Enter mail. (dot) before your domain name. e.g: mail.mydomainname.co.za
  • Port: IMAP 993 / POP 995
  • Encryption method: SSL
  • Require logon using Secure Password Authentication (SPA) is unticked.
How to find the Afrihost server name: 

If you are unable to set up your mail using ‘mail.yourdomainname.co.za’, please use the server's name found in ClientZone.

  • Log in to ClientZone.
  • Select the ‘Hosting’ tab.
  • Select the domain name.
  • Under the ‘Account Overview’ section on the left-hand side, you will see the ‘Afrihost server’ name.

Afrihost server name example: afri.aserv.co.za

Did you know? 

Android and older versions of Outlook work better with non-SSL settings, while Apple devices and Office 365 work better with SSL settings.

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See the status of our broadband, mobile and hosting networks

For more details, visit our Network Status Page

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