topic Re: How to enter Greenby after the welcome in Email

How to enter Greenby after the welcome

redsox9 — Wed, 17 Dec 2025 17:34:43 GMT

This might help people just migrated to Greenby. I received the Greenby welcome email yesterday but could not log into the client area using my Plusnet user name and password. You need a new password for Greenby. Go to https://greenby.com/auth/recover-details and enter your user name and Plusnet as your provider. You will receive a six-figure code by email or on the mobile phone number registered with Plusnet. Use the code to create a new password. Go back to greenby.com and log in with the new password. The door swings open.

Re: How to enter Greenby after the welcome

mavison — Wed, 17 Dec 2025 17:54:41 GMT

Well my Plusnet account password has worked unchanged on Greenby, so maybe only some users affected?

Are you sure the password you tried was exacttly what works now on Plusnet?

Re: How to enter Greenby after the welcome

redsox9 — Wed, 17 Dec 2025 17:57:08 GMT

I'm sure. Tried the Plusnet password several times.

Re: How to enter Greenby after the welcome

wphil — Wed, 17 Dec 2025 18:34:23 GMT

I was migrated yesterday; no notice, just got an email (which I happened to find via plusnet webmail) confirming my migration was complete and I could access my email as usual. Later when home I accessed email fine using thunderbird on my desktop. I then logged into my account on greenby.com using my existing username and password; I could follow a link to webmail form here which worked. Later in the day I was getting an error from thunderbird when trying to download emails. Experimentation found I could send but not receive/download emails. Plusnet webmail was no longer working (to be expected). However I was not able to access greenby webmail directly and depending on the device I either get a server timeout or it just returns to entering the password. I raised a ticket on their 24/7 support. This morning email was fine using thunderbird and I found automated emails confirming my raising the ticket. Webmail is still a problem and no response to my ticket after 21 hours; perhaps you have to wait at least 24hours!

I wonder if they bulked migrated us yesterday without testing a small group first and are now inundated with problems.... This experience is not really selling them to me as a provider.

Re: How to enter Greenby after the welcome

redsox9 — Wed, 17 Dec 2025 20:44:07 GMT

When you think about it, Greenby's requirement of a new password is not as unreasonable as it may seem. It would be unwise to have the same password for Plusnet and Greenby with so many hackers out there.

Re: How to enter Greenby after the welcome

wphil — Wed, 17 Dec 2025 20:53:24 GMT

It hasn't been a requirement in my case.

Something fixed itself at their end. I changed nothing in any of my settings in thunderbird and use the same password.

Webmail after a couple of hours trawling the plusnet community something occured to me. Webmail requires logging in with full mailbox email address rather than account name as with plusnet.

I decided to add to my ticket. I then discover they replied but you do not get notified, you have to poll your account. They had advised lots of password reset actions, none of which I had done and are probably based on the IT solution of assuming user error.

However, I like you had thought perhaps it's a good idea to have a new password for greenby.

Re: How to enter Greenby after the welcome

stuck — Thu, 18 Dec 2025 10:59:53 GMT

@redsox9 wrote:

...You will receive a six-figure code by email or on the mobile phone number registered with Plusnet...

Thank you for that prompt to check that Plusnet have the correct mobile number for me - they hadn't. Sorted now, phew!