topic Re: Can't send emails since changing my email password in Email

Can't send emails since changing my email password

d134agm — Mon, 01 Aug 2022 15:25:22 GMT

Last week I changed my plusnet email password.

I updated the incoming server details on my iPad, iPhone and Mac and all was OK.

Today I noticed that I couldn't send emails so I updated the password on the outgoing mail server but it doesn't like it.

It says 'Username and Password for relay.plus.net incorrect. For outgoing mail I've got authentication setup as password.

I also logged into Webmail to try and send from there but that failed with SMTP Error 535.

Can anyone please help?

Many thanks

Adam

Re: Can't send emails since changing my email password

Gandalf — Tue, 02 Aug 2022 15:56:06 GMT

Hi Adam,

I'm really sorry to see you're having issues sending mail after changing your password.

I've just refreshed the mail component on your account to try to fix this. Can you give it another go for me?

Re: Can't send emails since changing my email password

d134agm — Tue, 02 Aug 2022 16:17:43 GMT

Hi Gandalf

Hope you are well.

I've just tried again and no joy.

On my iPhone and iPad I'm able to setup alternative outgoing servers (BT) and I can send from them.

However, I don't have that on my iMac and it fails saying the 'Can't connect to the account relay.plus.net. Enter the password for user'

I enter my password but it doesn't like it.

Cheers

Adam

Re: Can't send emails since changing my email password

Gandalf — Tue, 02 Aug 2022 16:39:49 GMT

Hi Adam,

I'd like to raise this to our NetOps team, and as part of the investigation they'll likely want to log in to your mailbox to try to replicate the problem. If you're okay with this, would you be able to reply to the ticket I've raised Here to confirm if you're happy for us to change your password? Don't tell us the password though.

It may also be worth you updating the contact email address on your account here https://www.plus.net/member-centre/account to a different address, so that you can easily reset the password here https://www.plus.net/forgotpassword/

Cheers

Re: Can't send emails since changing my email password

d134agm — Tue, 02 Aug 2022 16:48:53 GMT

I've updated the ticket you raised and updated my email address.

Do you need me to reset my password now via the link you supplied?

Cheers

Adam

Re: Can't send emails since changing my email password

Gandalf — Wed, 03 Aug 2022 07:54:26 GMT

Hi Adam,

I've raised the NetOps task and should receive a response within 3 working days. I'm out of the office tomorrow until next week, so I'll pass this to a colleague to follow up as soon as we know more for me while I'm away.

We'll change your password from our side if we need to so you won't have to, but once we have changed it, feel free to reset it at anytime to get into your mailbox to send & receive mail.