topic Re: Email not being sent with domain in Email

Email not being sent with domain

SteelCity1 — Mon, 28 Sep 2026 16:17:07 GMT

Force 9 with free legacy Plusnet domain name and hosting. Just been migrated to Greenby. Using RoundCube. When I click on Compose it is showing my F9 username as email address, not my correct domain name. Can’t sand an email as it is showing SMTP Error 535: Authentication Failed.

Can’t someone advise please?

Re: Email not being sent with domain

SteelCity1 — Mon, 28 Sep 2026 16:25:46 GMT

Edit: I’ve added my email address so now the edit identity box has two addresses. Still won’t send though due to the error previously mentioned.

Re: Email not being sent with domain

PhilipHeyes — Mon, 28 Sep 2026 16:57:27 GMT

1) The SMTP password failure needs to be logged on the Greenby Ticket system for advice on how to proceed.
In the Greenby Ticket include your F9 email address and a copy of any error messages.

Start by getting the real Force 9 email address account / password working again for sending.

2) Does the domain you mention have a real email account, or it is using a forwarder ?

The Greenby SMTP servers do require the email identity to be related to the credentials used.

Re: Email not being sent with domain

Townman — Mon, 28 Sep 2026 17:38:48 GMT

The Greenby service requires that the sending email address be registered in their email system as a mailbox or an alias. That being the case if your domain is not hosted by Greenby and has historically forwarded mail to your Plusnet mailbox, AIUI sending under that domain name is no longer supported. I will seek confirmation of my understanding.

Re: Email not being sent with domain

SteelCity1 — Mon, 28 Sep 2026 18:08:22 GMT

Oh dear, I’m getting so confused. At the moment Plusnet webmail is ok thank goodness. I don’t know what to do because everything is linked to my domain name address. The ticket system is AI and can’t deal with it. I’ve sent a message.

After all these years with PN I’m thoroughly disappointed with the company.

Re: Email not being sent with domain

PhilipHeyes — Mon, 28 Sep 2026 18:27:04 GMT

@Townman

As Yoda might say ... That confirmation, find I expect you will.

Re: Email not being sent with domain

PhilipHeyes — Mon, 28 Sep 2026 19:28:02 GMT

@SteelCity1

At the moment Plusnet webmail is ok thank goodness

This maybe be very short lived.
The moment Plusnet's SMTP relay.plus.net joins the Greenby platform the stricter sender policy is expected to apply.

Look to your domain hosting service, is there an option to subscribe and have a proper email address ?

Re: Email not being sent with domain

SteelCity1 — Mon, 28 Sep 2026 19:51:18 GMT

My proper email address is my name followed by my domain.co.uk. Plusnet has hosted this for many years, free of charge. It was offered after a data breach, pre BT takeover. They blocked the original email address which included username.

Greenby has put the latter in the identity box in RoundCube webmail but it should be defunct so needs to be removed.

I might have to find an email hosting company that has someone to speak to and will take it over. I’m elderly and can’t cope with this AI business. Fasthosts has a telephone number so tomorrow I might speak to someone there.

If there is a member of staff on here who can help, please can you contact me?

Re: Email not being sent with domain

Townman — Mon, 28 Sep 2026 22:23:48 GMT

Does that domain name appear in the Greenby portal?

Is the local part of the address (the bit before @) a defined email address in the Greenby portal?

Re: Email not being sent with domain

PhilipHeyes — Wed, 30 Sep 2026 06:19:21 GMT

SMTP relay.plus.net has joined the Greenby platform

Re: Email not being sent with domain

mrwizard — Wed, 30 Sep 2026 07:22:36 GMT

How do I add the address for my .co.uk domain in the greenby portal so that I can send emails?

Re: Email not being sent with domain

MisterW — Wed, 30 Sep 2026 07:41:58 GMT

@mrwizard

How do I add the address for my .co.uk domain in the greenby portal so that I can send emails?

Unless your domain was hosted by Plusnet and is now hosted by Greenby, then you can't send email from that domain using the Greenby server. You need to send email using your domain hosting providers servers.

Re: Email not being sent with domain

mrwizard — Wed, 30 Sep 2026 07:45:47 GMT

It was hosted with plusnet it has now been moved to greenby as part of my email migration

Re: Email not being sent with domain

SteelCity1 — Wed, 30 Sep 2026 08:34:18 GMT

Thank you everyone for your support. I have had an email from Greenby which indicates (as mentioned above), the domain is treated as an alias. I haven’t tackled the rest of the message/instructions but will do when I can get my head around it so to speak.

Fortunately everything is working normally when using iMessage and my email client on the laptop. Would prefer a company that has telephone support so I might change host. The alternative is to change email address but that doesn’t bear thinking about.

Re: Email not being sent with domain

MisterW — Wed, 30 Sep 2026 08:46:47 GMT

@mrwizard

It was hosted with plusnet it has now been moved to greenby as part of my email migration

Does that domain name appear in the Greenby portal?

Is the local part of the address (the bit before @) a defined email address in the Greenby portal?

From what I understand ( I dont have a domain hosted so cant check) , the mailboxes are common between the domain and native <account>.plus.com domain as they were on the Plusnet system. So you must have a mailbox or alias defined in the email section of the Greenby portal for the local part of the address you are sending from

Re: Email not being sent with domain

PhilipHeyes — Wed, 30 Sep 2026 08:50:12 GMT

It would be handy to share those Greenby instructions, they could help all the others facing the same situation.

Re: Email not being sent with domain

SteelCity1 — Wed, 30 Sep 2026 09:47:29 GMT

I will copy and paste them later. It’s working now simply because:

1) it is necessary to log into RoundCube with your actual email address, not your Plusnet username.

2) conversely, when logging into the Greenby account portal the Plusnet username has to be used. Therefore don’t access webmail via that because it’s the wrong username. At least that’s what I’ve deduced. Hope it makes sense.

Re: Email not being sent with domain

SteelCity1 — Wed, 30 Sep 2026 11:25:31 GMT

Here is the support email from Greenby:

The domain ******.co.uk is set up as an alias mapped to your primary domain *****.f9.co.uk.

When setting up your email client or logging in to webmail at https://webmail.greenby.com/:

Username: Use your full email address (e.g. the domain email address).

Password: Use your standard mailbox password.

Please note that the underlying email account corresponds to your Force9 account. If login fails or you are unable to authenticate, you can easily reset your mailbox password via your Greenby dashboard here:

https://greenby.com/email/453811/mailboxes

Once reset, update your email program with the new password alongside your full email address as the username for both incoming and outgoing server authentication.

I'm now on the naughty step with the iCloud and Windows password managers because the password is the same as Force 9 so has been used three times but I've had enough for now so the remedy will have to wait. One good thing is that when I was in the Greenby account portal I took the opportunity to remove some of the aliases that I have used in the past and no longer need.

Re: Email not being sent with domain

mrwizard — Wed, 30 Sep 2026 12:17:22 GMT

@SteelCity1

so does that mean that in the greenby portal you have force9 mailbox and a separate mailbox for you domain?

Re: Email not being sent with domain

Townman — Wed, 30 Sep 2026 12:26:33 GMT

@PhilipHeyes wrote:

@Townman

As Yoda might say ... That confirmation, find I expect you will.

It has indeed been confirmed.

The sending email address MUST be configured on the Greenby portal. That means sending 'from' a third party domain email address via Greenby's services is not permitted. Time to use the email services of the party who hosts the domain name.