Why am I having problems sending e-mail when I have no problems receiving e-mail?

Please ensure your outgoing (SMTP) server is set to mail.yourdomain.tld (i.e., if your domain is example.com, then your outgoing server is mail.example.com). As our outgoing mail server requires authentication, please use the same login information as your incoming mail server in order to send e-mail.

If you have done this and are still encountering errors, it may be that your Internet Service Provider (ISP) is blocking our outgoing mail server port number as a security measure. In the advanced options of your e-mail program, please try changing the outgoing mail server port number from 1025 (the default setting) to 25 or 587 (our alternate ports).

If you are still encountering issues after making these updates, there are typically three possibilities:

  1. Your security settings may be so high that they are preventing your email from leaving your device. One simple test for this is to temporaaly turn off or disable your security settings (i.e., firewall, anti-virus) and attempt to send an email.
  2. Your IP address may appear on a blocklist. Every connection to the internet is made from a specific IP address. Some services will block email from certain IP address ranges if they have observed certain types of activity from an address in those ranges (i.e., spamming). To find out your IP address, you can visit WhatIsMyIP.com. To see if you appear on a blocklist, we recommend that you visit Spamhaus.org and make use of their Blocklist Removal Center. There, you can enter your IP address to see if you are on any of their blocklists. If you are on a blocklist, you will be provided with instructions on how to be removed from that blocklist.
  3. Your Internet Service Provider (ISP) might actually be blocking all 3rd party outgoing mail servers. Some ISPs, such as Rogers and Telus, prefer to have more control on the data that is sent via their service, so they mandate that all emails sent while connected to them be sent via their own outgoing servers. The best way to check this is to contact your service provider and ask if they require that you use their settings for your outgoing server. If they do, they will usually provide you an outgoing server name as well as a port setting.