Can no longer log in to Email

[#1]

Hi.

We left Plusnet broadband in Oct 2024 but had been told that we had free Plusnet email some long time before that (due to a mess-up in billing) and it has continued to work until 12 April 2026. In fact I recently changed my email address *to* my Plusnet address for several organisations because we will be giving up our own domain name, and I had no idea of the migration to Greenby, of which neither my husband nor I was informed.

Then a few days ago I started getting frequent notifications that I needed to enter my credentials for my Plusnet mail, but the system will not accept them and does not recognise my sign in details. It was not until that happened that I knew anything was wrong. I only found out about the Greenby migration from the Plusnet Community, so am grateful to you for that.

Does anyone have any ideas if there is a way to get back to Plusnet or Greenby (which also does not recognise my info) just long enough to check mail/contacts and send out notifications of change of email address?

Any acknowledgement or advice gratefully received, thank you.

[#2 · Accepted solution]

Moderator's note:
Post moved from unrelated topic.

[#3]

@MarionB 

and I had no idea of the migration to Greenby, of which neither my husband nor I was informed.

emails regarding the migration would have been sent to the 'default' (postmaster?) address on your account. 

Then a few days ago I started getting frequent notifications that I needed to enter my credentials for my Plusnet mail, but the system will not accept them and does not recognise my sign in details. I

Does anyone have any ideas if there is a way to get back to Plusnet or Greenby (which also does not recognise my info) just long enough to check mail/contacts and send out notifications of change of email address?

I'm guessing that the reason for the failures is that you have been migrated to Greenby and, as a previous mail-only account, will have been given 30 days free which sounds like its now expired.

You should be able to login to the Greenby portal www.greenby.com with your plusnet account name & password (the same ones you use to login to the plusnet member centre). You can then activate your account at Greenby.  If you dont have a Plusnet broadband account then you will need to make a payment of £15/yr to keep your email account active at Greenby 

[#4]

I started getting frequent notifications that I needed to enter my credentials for my Plusnet mail


If you have been migrated to Greenyby,  the Username format expected is the email address of the mailbox,
what is not supported is the old: <account>+<name> format and I would avoid using an alias for the mailbox.

[#5]

Thank you so much, MisterW! I had all but given up, having tried several times over the past hour or so to get Greenby to recognise any of the possible email/username/account identities and passwords, but I have finally got in and have been able to get email and domain going again at the cost of £15.

What finally worked was just the plain domain name without .plus.com or anything else, and the original password for this (without subsequent changes of name detail or password that happened when billing got messed up).

Hope all will be plain sailing now. Cheers!

MarionB

[#6]

Thank you, PhilipHeyes. I'm not sure whether my experience is in accordance with this or not. What worked for me was just 

b...........   with password, not b..........+ anything, or anyone@b............plus.com

Thanks for replying to my help request, though.

MarionB

[#7]

It seems I log into the greenby inbox with name@account name.plus.com but logging into greenby.com required the account name only.

[#8]

Yes. Thanks Spik3y. This seems to be what is happening. I am coming to realise that greenby.com is only for the account administration (which my husband used to do at Plusnet), and logging in with name@accountname.plus.com is done at webmail.greenby.com and is for individual webmails ( and, of course, only worked once I had logged into the account at greenby.com and paid for a year's use). I assume that's where you mean by "the greenby inbox". ?

Regards

[#9]

@MarionB If you log in to the Greenby portal (www.greenby.com), you can access the webmail facilities from the menu on the left-hand side.

[#10]

Aaah! Thanks John jab1.

I had got the list of email addresses when logged in to greenby.com but the links to webmail were not visible to me on my Android tablet in portrait mode, and trying to slide the pane to see anything further to the right did not work.

I've now fired up my PC and can see webmail links on there, and now I know where to look I have turned my tablet into landscape mode and, lo!, the webmail links are accessible.

Doh! 🙄