topic Re: Cannot login to newly created mailbox in Email

Cannot login to newly created mailbox

mhepplewhite — Sun, 07 Dec 2025 21:53:03 GMT

I have just added a new mailbox - but cannot log in to it via the webmail portal. Have reset the password but still no luck. Cannot figure it out. I can log in to my other mail boxes ok.

Re: Cannot login to newly created mailbox

Leanne_T — Tue, 09 Dec 2025 11:06:43 GMT

Hi @mhepplewhite

Thanks for coming back to the community.

Do you get an error message when trying to log into the mailbox?

The How to use your Plusnet email page has some advice on logging into the mailbox and if you're having problems.

Leanne.

Re: Cannot login to newly created mailbox

mhepplewhite — Tue, 09 Dec 2025 11:55:24 GMT

Thank you for your reply.

Yes - 'login failed' appears at the top of the window

Re: Cannot login to newly created mailbox

Townman — Tue, 09 Dec 2025 13:54:12 GMT

@mhepplewhite wrote:

I have just added a new mailbox - but cannot log in to it via the webmail portal. Have reset the password but still no luck. Cannot figure it out. I can log in to my other mail boxes ok.

This might be a similar issue to something else I am looking at this the support staff. Can you try running the following in a TERMINAL session (on a windows environment)?

curl.exe -v imaps://imap.plus.net -u 'account+mailbox:password'

That will prove that you have the correct credentials. I have reason to believe that webmail is not logging into new mailboxes.

Also try BASIC (Squirrel) webmail - that has worked for me on mailboxes which the normal webmail does not login to.

Re: Cannot login to newly created mailbox

mhepplewhite — Tue, 09 Dec 2025 18:28:54 GMT

Thank you very much.

Curl worked fine.

Not had chance to try basicmail (except I think I did and failed, tbc)

Regards

Re: Cannot login to newly created mailbox

Townman — Tue, 09 Dec 2025 18:37:29 GMT

For the avoidance of doubt...

This is a @*.plus.com mailbox
This is a secondary mailbox
Credentials using email address or account+mailbox both fail if using (round cube) webmail

I expect that Squirrel mail and a device based IMAP email client will work fine.

If you can affirm any of the above, then I think we have a well defined error state.

Re: Cannot login to newly created mailbox

mhepplewhite — Tue, 09 Dec 2025 20:04:21 GMT

Hello,

Thank you again.

Logged in via basic mail ok but could not send:
Requested action not taken: mailbox unavailable
550 <{mailbox}@{username}.plus.com> invalid address '{mailbox}@{username}.plus.com

So:
- yes to q1
- not sure what 'secondary' means, it is one of several in addition to default mailbox (which is used only for plusnet account communications). It's a few years since I added a mailbox (also deleted one or two); up to now no issues.
- I was only aware of username+mailbox format, tried email address also, got same 'login failed' response.

I routinely use pop3, would need a substantial change of MO to switch to IMAP.

Regards

Re: Cannot login to newly created mailbox

Townman — Wed, 10 Dec 2025 09:31:55 GMT

Secondary is any mailbox additional to the default.

This looks like a well defined issue. I will build a use case report for it.

This does not impact access to the mailbox via a device based email client using either IMAP or POP3.

As for sending, check the identity details in Squirrel Mail.

If you use POP3 somewhere else, why are you using webmail as well? This way of working will cause you great confusion. Emails sent via webmail and those sent by the POP3 client are not visible in the other environment. If you want to use the same mailbox from different devices they should all be IMAP. Webmail is an IMAP client.

Re: Cannot login to newly created mailbox

mhepplewhite — Wed, 10 Dec 2025 13:12:53 GMT

Thank you very much for this.

I used webmail only to confirm mailbox successfully created and accessible. That check failed so I raised this Q and went no further pending resolution.

You indicate that a mail client using pop3 will work ok so I will check that out.

Thanks again.