FAQ

Here are the most common reasons and solutions:

• Redirect to https://my.mail.co.uk/hackorspam
  Our system has detected spam sending or a hack.
  → Follow all steps on the page (usually change password, answer security questions, check devices).
  Access is usually immediately available again afterward.

• "Login failed due to too many attempts. Try again in 30 minutes."
  Too many incorrect password entries → automatic temporary lock.
  → Wait 30 minutes, then try again.
  Alternatively: Use Forgot password.

• "User input incorrect (most common causes)."
  

  • Typos or invisible spaces in the username (often from copy-paste)
    
  • Wrong password (e.g., old password still in password manager)
    
  • Custom login name set → main email address no longer works
    Tip: Check carefully, possibly log in via browser without autofill.

• "The account has been closed."
  Permanent closure (e.g., after cancellation, long-term inactivity, or serious violation).
  → No login possible anymore. For open questions → Contact support.

• After login, a payment page / balance top-up appears immediately
  Open invoice or balance at 0 (for prepaid).
  → Pay invoice or top up balance → see Top up balance.

Here are the most common error messages and causes:

• "Connection timed out" / "Server not responding"
  Wrong server name (must be imap.mail.co.uk / smtp.mail.co.uk), wrong port (993/465/587), or temporary IP block due to brute-force attempts from your IP.

• "Connection refused" / "Connection rejected"
  Mostly wrong port or typo in server name.

• SSL/TLS/certificate error
  Wrong encryption (e.g., STARTTLS instead of SSL/TLS).
  → All correct settings + app-specific guides:
  IMAP / POP3 / SMTP settings / Special SMTP error messages

Possible error messages (display may vary slightly):

• Username or password incorrect → Username or password wrong
  
• Open invoice → Need to top up balance
  
• Account closed
  
• Account blocked due to hack/spam → see webmailer note above
  
• Protocol disabled → IMAP / POP3 / SMTP disabled for your account
  Tip: Test first in browser / webmailer, there you see the most precise message.

• Avoid copy-paste (e.g., invisible spaces)
  
• Update password manager after every change
  
• Check custom login name → Change login name
  
• Recently enabled 2FA / changed password? → Update all devices
  
• Still not working? → Contact support (best with: exact error message, device, protocol, when it started)

Contact our support via the contact form.