Cannot send emails

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My account will not send emails. This started on 24 DEC 15. How can I get this resolved for my business?
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Chad6043

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Posted 4 years ago

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Drew N, Alum

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What happens when you try? Do you use Webmail or a program like Outlook?
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Chad6043

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nothing happens when I hit the send button.  using webmail
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Drew N, Alum

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Which browser are you using? Try a different one. If that doesn't fix it, then tell use the email address and we will log in and take a look. You would be locked out for a few minutes while we work. Let us know.
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Chad6043

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I have used both explorer and chrome. nothing works. 

contactus@alliancepartyrentals.com
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Drew N, Alum

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Can you try Firefox? I logged in using Firefox, Chrome and IW and was able to send using all. They may be a security setting or plug in that is not playing well with webmail.
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Jeannie5233

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I use Outlook and I can't send email out.  They only come in.  This started for me December 26.  It keeps telling me to check my password (which I've retyped several times now in my online email manager).
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Todd H, Social Media Specialist

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Hi Jeannie5233, can you log into Homestead.com and check your email from there? If you are unable to log into your email there, could you change the password once more and adjust your Outlook accordingly?
 
Make sure the outgoing/incoming records are still correct, you can click here to view the records
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Jeannie5233

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I just typed a new password in the email manager and my Outlook, but it still rejects when I try to send email out.  Yes, I can sign into my online email but I need to use Outlook for my address book and mailing list.
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Todd H, Social Media Specialist

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Can you make sure the outgoing record in Outlook is set to SMTP.homestead.com ?
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Jeannie5233

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I changed it to SMTP.homestead.com but it still rejects.


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Todd H, Social Media Specialist

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You will want to make sure all other records are correct, including the password if it has been recently changed.

Please view https://community.homestead.com/homestead/topics/how_do_i_setup_an_email_client_to_check_my_homestea... for the settings
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Jeannie5233

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I have repeatedly retyped the new password in both.  By chance is the online email manager not updating to the new password?  Why don't you just ask the people at Hmail what they recently changed....rather than us trying to guess?
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Todd H, Social Media Specialist

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We would not be able to see if the settings in your Outlook have been changed. If you are able to login to your email and send/receive fine from there, then that tells us we need to look at the settings with Outlook. Are you not able to send or receive from the webmail when you log in at Homestead.com?
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Jeannie5233

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I sent a test email online to one of my other email accounts and it went through.  I haven't changed the settings in Outlook until now.  How could it work fine for years and now suddenly not work.
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Todd H, Social Media Specialist

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It would be hard for us to determine exactly what causes the Outlook's settings to change and the email stop working, but contacting Outlook's support might be able to provide you more information.
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Jeannie5233

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But the settings haven't changed....except the ones you told me to change now.
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Todd H, Social Media Specialist

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Are the emails delivering now for you?
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Jeannie5233

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I just tried sending another test email through Outlook to another of my website email addresses and it rejected.
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Todd H, Social Media Specialist

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Can you try adding your email again to your Outlook?
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Jeannie5233

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Outlook says that if I delete the email address, I'll lose years worth of cached offline emails.
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Jeannie5233

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I created a new test email address and had Outlook test the account settings.  It also rejected.
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Todd H, Social Media Specialist

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The outlook test is rejecting, but I just wanted to make sure, the webmail is still functioning correctly?
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Jeannie5233

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Webmail sent out fine when I did that earlier.

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Todd H, Social Media Specialist

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Okay, I just wanted to be sure. If trying to adjust the settings to make sure they are all correct inside Outlook, but Outlook is still rejecting emails, is it possible for you to connect to Outlook's support?
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Jeannie5233

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I can't find anyplace at Outlook where I can talk to a person.
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Ari5425

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I'm having the same issue. No look getting this fixed. It is such a hassle. I've been using this service for years and I'll of my information is setup through Outlook, now to have to switch to the online email version is a bummer/hassle because it does not have the same capabilities that my Outlook has. I'm so not happy right now and need this fixed, ASAP!!
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Angela8861

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I can't get my email at all thru Outlook, so I tried to login directly to homestead and get it and it says bad credentials. And they won't be open for 3 days. That's some BS! Has anyone else seen the invalid credentials message and know what to do?
(Edited)
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Drew N, Alum

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Ari5425, are you getting an error message? If so, what is it?
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Drew N, Alum

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Jeannie5233

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I can't send out through Outlook.  I get a message that my email/password is incorrect.  I've continuously retyped and changed the password but nothing works.  I changed some settings as advised by Todd H....but nothing works!!  This is causing massive problems.  They did something with the email server that is causing this but it seems nobody wants to ask them what they did.

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Drew N, Alum

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Jeannie5233, Nothing on the servers has changed. We have continually automatically changed the password on several email addresses due to excessive sending. I am guessing that you are either reusing the same password or you have some spyware compromising your account. Please do a full system scan and change your password to something you have never used before.
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Jeannie5233

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I've changed the password and even created a new test email address with a completely new password.  That doesn't work either.
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Drew N, Alum

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Are you able to send/receive via webmail?
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Jeannie5233

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Yes, but webmail is a poor substitute for Outlook.  To be clear, I receive emails to my Outlook so the passwords must be fine in that direction.
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Drew N, Alum

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I understand and agree, but this tells us it is most likely a settings issue. What version of Outlook? Did you change the password on both incoming and outgoing servers?
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Jeannie5233

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Outlook 2013 and I enter the password only once, so it applies to both directions.  Just like when I set the password in my website's email manager.
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Drew N, Alum

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That would depend on your settings in the outgoing server. Go to more settings and to the outgoing server tab. Do you have it set to use the incoming server settings? Also, make sure encryption is off and the outgoing server port is set to 587
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Jeannie5233

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Now I'm getting reject notices for receiving email to Outlook.  It just started.
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Jeannie5233

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Using port 587.  Encryption is off.  Set to use incoming server settings.  Keep in mind, these settings worked 10 minutes ago and I haven't changed them.
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Drew N, Alum

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What does the reject say?
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Jeannie5233

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Now I received an email to Outlook. I can't remember what code the rejects said but they're gone now for receiving.

(Edited)
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Drew N, Alum

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I did not see a particular note on the account earlier. SMTP has been turned off for this account for excessive sending. I have relayed this to the compliance team. They will contact you during the week. Unfortunately this is all I can offer at this time.
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Jeannie5233

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Excessive sending?  That's absurd, this is a business website.  Do we have new sending limits now?
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Drew N, Alum

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I am sorry, there have always been limits, which are pretty generous, but over the last 2 years the system has automatically changed your password 40 times. This happens because your account was sending in excess of 10,000 email per hour. Most often this is a result of a compromised password. If you need to send this many emails, then you would need an email marketing program.
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Jeannie5233

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I don't send anywhere NEAR that many emails.  Since Christmas, I'm down to maybe 10-15 per day using the online webmail!  Though 1 is to a mailing list of under 50 addresses.  Why wasn't I notified of this before being cut off?  Will it help if I change the passwords all to something I've never used before?
(Edited)
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Drew N, Alum

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I am not sure. Typically we would communicate this information upon the occurrence. Yes, you absolutely want a new password.Let me know when you have updated them and I will see if I can enable it again.
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Jeannie5233

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I changed all 4 email passwords online in webmail and in my Outlook.
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Drew N, Alum

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Go ahead and give it a try. I have tried to remove the block, but it may have to be done by the compliance team.
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Jeannie5233

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It didn't work.
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Drew N, Alum

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Ok, I am sorry, but it appears they have blocked it in a way I am unable to clear. We will have to wait until tomorrow to converse with the compliance team.
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Well, Monday morning I received the belated notification email from Joseph F. of the compliance team.  I immediately responded telling him that I'd already changed all 4 emails to a complicated password.  I also asked if there was 1 particular email address that was being used for spam, since I could easily cancel that email and create a different one.  After a full day, I've received no response.  Does the compliance team think this is solved yet?  A barely functioning email is not my idea of solved.  I've had my website on Homestead for over 13 years and don't appreciate being treated this poorly!
(Edited)
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Todd H, Social Media Specialist

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I have reached out to compliance, did they ever reply back to you?
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Jeannie5233

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Yes, he apologized for the delay and said that all 4 of my emails have been used for spam.  But he offered no solution.  I don't know if a complex password solves this or if I need to delete and create all new email addresses.
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Todd H, Social Media Specialist

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I spoke with compliance and they informed that the email should be working as intended again. It is good practice to make sure your computer does not have malware, this is a common way for people to breach emails to send email.

If the email is not sending for you still, please let me know as soon as possible so we can make sure it is working.
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Jeannie5233

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I tried to send a test email from 1 of my email addresses to another and it failed.  Yes, I made sure it was using the updated complex password but the reject notice said email/password was inaccurate.....just like it's done for almost 2 weeks now.
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Todd H, Social Media Specialist

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I was able to send an email from the jeannie@travelinghorse.com from the webmail at emailmg.homestead.com. Are you trying from webmail or from Outlook?
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Jeannie5233

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Yes, webmail has been functioning.  I can't send out through Outlook from my laptop.  They blocked the POP3/smtp capability of my email account.
(Edited)
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Todd H, Social Media Specialist

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Thank you, I just wanted to confirm this. Please allow me some time while I look into having this resolved.

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