Troubleshoot Issues During Setup of an Email Program

For Mail Basic and Mail Business

This article lists several causes and solutions to resolve issues with the setup of email clients, such as Outlook, Apple Mail, or Thunderbird.

Missing Autodiscover Entry

If the automatic setup of the email account in Microsoft Outlook fails, first check whether an autodiscover record is created in the DNS settings of your domain. If necessary, create an autodiscover entry if no autodiscover entry exists for your domain.

You can find more information in the following article:

Checking the Autodiscover Settings of Your Domain

Wrong Username or Password

If you are asked for the username and password, check that the full email address is entered as the username in the account settings. Also, make sure that the correct password is entered. If necessary, you can change your password at any time. For more information, see the article Changing your email password.

Email Address is a Forwarding Address

Check whether your email address is a forwarding address. A forwarding address is an email address that forwards emails but does not have a mailbox function itself. Because the forwarding address only performs 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.

Incorrect Settings

Check the settings of the email account. The server settings are listed below:

SERVER INFORMATION FOR IMAP ACCOUNTS  
Account Type IMAP
Incoming mail server imap.ionos.com
Connection type/encryption SSL/TLS
Port of the incoming mail server 993
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
SERVER INFORMATION FOR POP3 ACCOUNTS  
Account type POP3
Incoming mail server pop.ionos.com
Connection type/encryption SSL/TLS
Port of the incoming mail server 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 2013, 2016, and 2019

  • Make sure the option Log on using Secure Password Authentication (SPA) in the POP and IMAP account settings is disabled.

  • If sending email fails, check under POP and IMAP Account Settings > Other Settings > Outgoing Mail Server to see if the options The outgoing mail server requires authentication and Use same settings as for incoming mail servers are enabled.

  • Under POP and IMAP Account Settings > Advanced, check that the following encrypted connection type is selected for the incoming mail server: SSL/TLS

  • Under POP and IMAP Account 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
Outgoing Mail SMTP 587 STARTTLS Password Normal

Conflict with Security Software

If sending and/or receiving emails fails despite correct settings, a security software such as a virus scanner or firewall may be the possible cause. Check the settings of the security software and contact the software manufacturer if necessary.

Outdated Email Program

Another possible cause is outdated email programs, such as Outlook 2007 or Outlook Express, which do not meet today's security requirements. In this case, switch to a current email program. A free and proven program is Mozilla Thunderbird, for example.