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For Mail Basic and Mail Business
This article lists various causes of problems related to setting up your email programs and the solutions you can use to fix them.
Missing Autodiscover Entry
If the automatic setup of your email account in Microsoft Outlook fails, first check whether an Autodiscover record has been created in the DNS settings of your domain. If necessary, create one if no autodiscover record exists for your domain.
For more information, see the following article:
Wrong Username or Password
When you are asked for the username and password, check that the full email address has been entered as the username in the account settings. Also, make sure that the correct password has been entered. If necessary, you can assign a new password at any time. For more information, see the Changing Your Email Password article.
If you are always asked for the username and password again after entering the correct password, delete the account in your email program and then set it up manually. For more information, click here:
Manually Setting Up Email Accounts in Microsoft Outlook 2019
Manually Setting Up Email Accounts in Microsoft Outlook 2016
The Email Address is Only a Forwarding Address
Check if your email address is only set up as a forwarding address. A forwarding address is an email address that forwards email but does not have a mailbox function itself. Because the forwarding address performs only a forwarding function but cannot store messages or be used to send messages, forwarding addresses cannot be set up as accounts in an email program.
Your Email Program Does Not Support TLS 1.2
Email access either without encryption and through the TLS 1.0 and TLS 1.1 protocols have become deprecated, meaning they do not meet current security standards. Access to our email servers by any of these methods will be disabled in order to protect your email communications. In order for the transmission of emails between your device/email program and our email servers to continue working, they must support the TLS 1.2 protocol or higher and encryption (SSL/TLS) must be activated.
Check the documentation for your device or email program to see if it supports TLS 1.2. If necessary, update the software in question. The latest versions of the most common email programs support the more secure versions of TLS 1.2 and TLS 1.3.
You should also make sure that encryption (SSL/TLS) is enabled on your device or email program. The next section explains the proper settings you should use.
For more information, please read this article describing how to enable SSL encryption in an email program, including a list of more specific articles that describe how to configure SSL encryption in the most common email programs (Outlook, Thunderbird, Apple Mail, etc.).
Incorrect Settings
Check the settings of the email account. Below are the server details you should use:
| SERVER INFORMATION FOR IMAP ACCOUNTS | |
|---|---|
| Account type | IMAP |
| Incoming mail server | imap.ionos.com |
| Connection type/encryption | SSL/TLS |
| Incoming server port | 993 |
| Outgoing mail server | smtp.ionos.com |
| Connection type/encryption | SSL or TLS |
| Port of outgoing mail server | Port for SSL: 465 |
| Port for TLS/STARTTLS: 587 |
| SERVER INFORMATION FOR POP3 ACCOUNTS | |
|---|---|
| Account type | POP3 |
| Incoming mail server | pop.ionos.com |
| Connection type/encryption | SSL/TLS |
| Incoming server port | 995 |
| Outgoing mail server | smtp.ionos.com |
| Connection type/encryption | SSL or TLS/STARTTLS |
| Outgoing mail server port | Port for SSL: 465 |
| Port for TLS/STARTTLS: 587 |
Outlook 2016 and 2019
Make sure that the Logon using Secure Password Authentication (SPA) option is disabled in the POP and IMAP account settings.
If sending email fails, check that the Outgoing mail server requires authentication, and the Use same settings as incoming mail server option is enabled in POP and IMAP accountsettings > Othersettings > Outgoing mail server.
Under POP and IMAP Account Settings > Other Settings > Advanced, check that the following encrypted connection type is selected for the incoming mail server: SSL
Under POP and IMAP Account Settings > Other Settings > Advanced, check that the following encrypted connection type is selected for the outgoing mail server: Automatic
Thunderbird
If you receive a server error message when sending email, open Thunderbird's account settings and change the port and SSL settings for the outgoing mail server as follows:
| TYPE | PORT | SSL | AUTHENTICATION | |
|---|---|---|---|---|
| Outbox | SMTP | 587 | STARTTLS | Password - Normal |
Conflict with Security Software
If sending and/or receiving emails fails despite having the correct settings, security software such as a virus scanner or firewall may be the possible cause. Check the settings of the security software and contact the manufacturer of the software if necessary.
Outdated Email Programs
Another possible cause is the use of outdated email programs, such as Outlook 2007, which do not meet today's security requirements. If this is the case, switch to an up-to-date email program. A free and proven program is, for example, Mozilla Thunderbird.