Email Setup & Troubleshooting

For Rackspace mailboxes, we recommend IMAP so your mail stays in sync across all your devices. Use the settings below, with your full email address as the username.

Username: your full email address  ·  Password: your mailbox password

1. Open Outlook and go to File → Add Account (or Settings → Accounts in new Outlook).
2. Enter your email address, then choose Advanced options → Let me set up my account manually, and pick IMAP.
3. Set the incoming and outgoing servers as shown below, with encryption set to SSL/TLS.
4. Enter your full email address as the username and your mailbox password, then finish.

Make sure outgoing (SMTP) authentication is enabled and set to use the same username and password as incoming.

1. Open Mail, then go to Mail → Settings → Accounts and click the + button.
2. Choose Other Mail Account and enter your name, email address and password.
3. When prompted for account type, choose IMAP.
4. Open Server Settings, turn off "Automatically manage connection settings", and enter the details below with TLS/SSL on.

1. Go to Settings → Mail → Accounts → Add Account.
2. Tap Other, then Add Mail Account, and enter your name, email, password and a description.
3. Make sure IMAP is selected at the top.
4. Under both Incoming and Outgoing Mail Server, set the host name to secure.emailsrvr.com with your full email address as the user name.
5. Tap Next (iOS applies SSL and the correct ports automatically), then tap Save.

In the Gmail app (or Samsung Email), add a new account:

1. Open the app, tap your profile icon → Add another account, then choose Other.
2. Enter your full email address and tap Manual setup, then choose Personal (IMAP).
3. Enter your password, then set the incoming server as shown below (SSL/TLS, port 993).
4. For the outgoing server, use secure.emailsrvr.com, port 465, SSL/TLS, with "Require sign-in" enabled.

1. Go to Account Settings → Account Actions → Add Mail Account.
2. Enter your name, email address and password, then click Configure manually.
3. Enter the incoming and outgoing rows exactly as shown below, using your full email address as the username.
4. Click Re-test, then Done.

You don't need to set anything up to use webmail. The links are at the top of this page, under the Webmail menu.

1. Click Webmail in the menu at the top of the page.
2. Choose Webmail, or cPanel webmail if your mailbox is on our cPanel server.
3. Sign in with your full email address and your mailbox password.

If your login isn't accepted on one, try the other option in the same menu.

The app can't reach the mail server. Work through these in order:

• Check the server name is spelled exactly secure.emailsrvr.com for both incoming and outgoing. One wrong character causes this error.
• Confirm the ports: incoming 993, outgoing 465, with SSL/TLS on for both.
• Check your internet connection - open a website to confirm you're online.
• Sign in to webmail (the Webmail menu at the top of this page). If mail loads there, the problem is a setting in your app, not the mailbox or server.
• Restart the mail app, then restart the device.
• If it only fails on one network, that network may be blocking mail. Try mobile data instead of Wi-Fi (or the reverse), or temporarily pause any VPN, firewall or antivirus.
• If it still won't connect, remove the account from the app and add it again from scratch.

• Your username must be your full email address - not just the part before the @.
• Test the same password by signing in to webmail (the Webmail menu at the top). If it works there, the mailbox and password are fine and the issue is in your app.
• Retype the password by hand rather than pasting - watch for autocorrect, capital letters and a stray space at the end.
• Make sure both the incoming and outgoing servers have the correct password saved - some apps store them separately.

If webmail also rejects the password, it needs to be reset - contact us.

This is almost always an outgoing (SMTP) setting:

• Outgoing server is secure.emailsrvr.com, port 465, SSL/TLS on.
• Outgoing authentication must be turned on, using the same username and password as incoming.
• If the app says the outgoing username and password are "optional", enter them anyway - for our mail they are required, and leaving them blank is the most common cause of sending failing.
• If it fails only on one network, that network may block the sending port - try mobile data instead of Wi-Fi.
• Very large attachments can be rejected - try sending without the attachment to confirm.

Still stuck? Two things that often help: Windows/Outlook users can run the free Microsoft Support and Recovery Assistant, which detects and fixes many common Outlook mail problems automatically. On any app, removing the account and adding it again from scratch clears out a bad saved setting.

• Confirm the incoming server is secure.emailsrvr.com, port 993, SSL/TLS on.
• Check webmail (the Webmail menu at the top). If new mail is arriving there, the mailbox is fine and it's an app setting or sync issue.
• Check your Junk/Spam folder, and any rules or filters that might be moving or deleting messages.
• If your mailbox is full, new mail can't be delivered - see "My mailbox is full" below.
• In IMAP apps, make sure the folders you expect are subscribed so they show up.
• Pull down to refresh, or close and reopen the app. If needed, remove and re-add the account.

A bounce-back (a "Delivery Status Notification" or "Mail delivery failed" reply) usually explains why the message didn't get through - the reason is in the text of that message.

• First check the obvious: the recipient's address is spelled correctly and still exists.
• Read the bounce for a short reason or error code. Searching that exact wording on Google often gives an immediate answer.
• If it isn't clear, forward the entire bounce-back message to us (team@registrationaustralia.com.au) and we'll tell you what it means.

• Ask the sender to send you a copy (a screenshot or forward) of the exact bounce-back they received - it contains the reason the message was rejected.
• Check that your mailbox isn't full (see "My mailbox is full" below), as that can bounce incoming mail.
• Forward the bounce-back to us at team@registrationaustralia.com.au and we'll investigate.

A blacklist rejection means the receiving mail system is refusing mail from a sending address or server.

• Send us the full rejection message at team@registrationaustralia.com.au - it names which list is involved, which is what we need to look into it.
• If your mailbox was recently compromised or used to send spam, changing your password straight away helps (see the password steps above).
• We'll check the listing and advise on the next step.

• Make sure SSL/TLS is on for both incoming (port 993) and outgoing (port 465).
• Confirm the server name is exactly secure.emailsrvr.com. A mismatch between the name you typed and the name on the certificate triggers this warning.
• Check your device's date and time are correct and set to automatic - a wrong clock causes certificate errors.
• If you're on the cPanel server, use the exact server name we provided rather than the Rackspace name.
• Don't tap "continue" to accept an untrusted certificate - fix the setting instead, so your connection stays encrypted.

If you've checked all of the above and the warning won't clear, contact us and we'll take a look.

• Confirm the password by signing in to webmail (the Webmail menu at the top). If that works, re-enter the same password in the app.
• Update the password on both the incoming and outgoing servers - if one is wrong, the prompt keeps returning.
• If you changed the password recently, a cached old password (or another device still using it) triggers repeated prompts. Clear the saved password in Windows Credential Manager or Mac Keychain Access, and update every device.
• Remove the account from the app and add it again fresh.
• If it happens across several devices at once, see "Too many simultaneous connections" below.

The mailbox is being opened by too many devices or apps at once. To clear it:

• Close the mail app on devices you're not actively using, then wait a few minutes for the connections to drop.
• Remove any duplicate copies of the account (for example the same mailbox added twice on one device).
• Reduce how often the app checks for mail (for example from "push"/every minute to every 15 minutes).
• Make sure old phones, tablets or computers that still have the mailbox set up are signed out or removed.

A full mailbox stops new mail arriving and can bounce messages back to senders. On Rackspace email, deleted mail is held in Trash and can keep taking up space, so clear it properly:

1. Sign in to webmail (the Webmail menu at the top of the page).
2. Go to Settings and untick the two Trash / auto-empty options (so your deletions aren't immediately re-captured or auto-restored).
3. Delete the emails you no longer need - especially large attachments and old items in Sent and Junk.
4. Once the mailbox has cleared, go back to Settings and re-tick those two options.

(A screenshot of exactly which two options to untick will be added here.)

This usually means a device is set up with POP instead of IMAP. POP downloads mail to a single device and can remove it from the server, so it won't appear elsewhere.

• Set up every device with IMAP so they all read the same mailbox on the server.
• After switching, allow a little time for all folders to download and sync.

First, the simple causes:

• Check whether the same mailbox has been added twice in your app, and remove the duplicate.
• Having the account set up as both POP and IMAP causes duplicates - keep only the IMAP copy.

• Send through your proper account settings (outgoing secure.emailsrvr.com, port 465, SSL/TLS on) rather than an unauthenticated connection.
• Avoid sending the same message to a large list from your mailbox - use a dedicated email marketing service for bulk mail.
• Keep the message genuine: lots of links, large images or "spammy" wording can trip filters.
• Ask the recipient to mark your message "not spam" and add you to their contacts - this trains their filter.
• If mail to one particular company consistently fails, send us the bounce-back or rejection and we'll check the delivery.

• When your domain was registered with us or transferred to us, you should have received a login for managing it.
• If you can't find your login, contact us and we'll help you recover access.

To bring a domain across to Registration Australia, contact us to start the process. To make the transfer go smoothly, please have the following ready:

• The EPP (auth) code for the domain, from your current registrar.
• A list of your current DNS records, so we can recreate them and keep your website and email working.
• Access to the registrant contact email address on the domain - transfer approvals are usually sent there, so make sure you can receive mail at it.

If you're moving a domain away from us, you'll need to arrange the transfer with your new host - they run the process at their end, and we don't perform outbound transfers on your behalf.

• Ask your new host to start the transfer.
• If they ask you for your EPP (auth) code, contact us and we'll provide it.

• Your company's email accounts are managed through the control panel - that's where you add mailboxes, reset passwords and adjust settings.
• If you don't have a login for the control panel, contact us and we'll get you set up.

Mailbox size depends on which platform your email is on:

• Rackspace mailboxes are 25GB each - that's the maximum on Rackspace. If a mailbox needs more than 25GB, it will need to move to our cPanel hosting, which supports larger mailboxes.
• On cPanel, mailboxes come in three sizes: 25GB ($4.95), 50GB ($6.95) and 100GB ($8.95) per mailbox.

Every cPanel mailbox is provisioned at 100GB and billed by how much space it actually uses, so you only pay for the tier your usage falls into. Upgrades are per-mailbox - a mailbox that needs more room can move to a higher tier on its own, while your other, lighter mailboxes stay on a lower one.

To upgrade a mailbox, contact us and we'll sort it out.

• We don't perform mailbox migrations to another host on your behalf.
• Your new host will have a process for importing existing mail - speak to them about how they'd like it done (it's commonly an IMAP-to-IMAP sync).

A domain that isn't renewed by its expiry date stops working - your website and email will go down - and then moves through a set of stages before it's released for anyone to register.

• .au domains enter a 30-day expired period during which they can still be renewed at the normal fee, and then are released. There is no redemption period for .au.
• .com / .net / .org and similar have a short grace period, then a redemption period (around 30 days) where recovery is possible only for a much higher registry fee, then release.
• The safest approach is simply to renew before the expiry date. If you're unsure of a domain's status, contact us.

They're two separate things that work together:

• Your domain is your address on the internet (for example, yourbusiness.com.au) - it's what people type to find you.
• Your hosting is the space on a server where your website's files and your email actually live.
• The domain points to the hosting via DNS, so that typing your address brings up your site and delivers your email.

• DNS changes take time to spread across the internet - this is called propagation, and it can take anywhere from a few minutes up to 24-48 hours to be visible everywhere.
• Your own browser may be showing a saved (cached) copy. Try a hard refresh, an incognito/private window, or clear your browser cache.
• Your phone or computer can also cache the old address - restarting it, or trying another device or network, often shows the change sooner.

• Nameservers tell the internet which service is in charge of a domain's DNS records. They're the top-level setting that decides where your domain "looks" for its records.
• To point a domain at a particular host, you either set that host's nameservers on the domain, or keep the current nameservers and update the individual records (such as the A record for the website and MX records for email).
• If you're moving a website or email between providers, contact us before changing anything - the wrong change can take a site or email offline.

DNS records are the individual settings that tell the internet where to send different kinds of traffic for your domain:

• A record - points your domain to the server IP address that hosts your website.
• MX record - directs your email to the correct mail server.
• CNAME - points one name to another name (often used for subdomains like www).
• TXT record - holds text used for things like email authentication (SPF, DKIM) and domain verification.

If you're not sure which record to change, ask us first.

• An SSL certificate encrypts the connection between your visitors and your website, and is what puts the padlock and https:// in the address bar.
• A "Not secure" warning means the page is loading over plain http:// without a valid certificate, or that a secure page is still loading some content over http (a "mixed content" warning).
• If your site shows "Not secure" unexpectedly, let us know and we'll check the certificate for you.

• Forwarding and auto-replies (out-of-office) are set in webmail or in the control panel, under the mailbox's settings.
• Sign in to webmail (the Webmail menu at the top), open Settings, and look for the forwarding and auto-reply / vacation options.
• If you can't find them or need a hand, contact us and we'll set it up with you.