Cannot access my emails via Outlook or directly via Greenby's Webmail

[#1]

Greenby sent me a "welcome" message on January 21st, following which I successfully logged onto their website. There, I can see my pnuser@pnuser.plus.com details and can access this email address by clicking through to access their webmail service.

However, I cannot receive the emails via Outlook (desktop), as my login is rejected with the following message:

Task 'MAIN PLUSNET EMAIL - Receiving' reported error (0x800CCC92) : 'Your e-mail server rejected your login. Verify your user name and password in your account properties. Under Tools, click E-mail accounts.  The server responded: -ERR [AUTH] Authentication failed.'

Interestingly, I have also tried directly logging on to Greenby's webmail, rather than clicking through to it from inside their website. This also fails as their Webmail doesn't recognise my password. I find this odd, as I have had no trouble logging onto their actual website using my pnuser@pnuser.plus.com credentials and password.

I am very concerned about this as, whilst I don't actively use this particular email address, I also have a legacy Freenetname address, plus a Freenetname domain with a domain linked address which is heavily used and critical. As these will also be transferred to Greenby at some point. I therefore want to resolve this access issue promptly.

[#2]

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@Busychip wrote:

Greenby sent me a "welcome" message on January 21st, following which I successfully logged onto their website. There, I can see my pnuser@pnuser.plus.com details and can access this email address by clicking through to access their webmail service.

Interestingly, I have also tried directly logging on to Greenby's webmail, rather than clicking through to it from inside their website. This also fails as their Webmail doesn't recognise my password. I find this odd, as I have had no trouble logging onto their actual website using my pnuser@pnuser.plus.com credentials and password.

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Are you sure it's your password that is unrecognised on the Greenby webmail site, not your username? Unlike the PN webmail site (PN username + password) your username on Greenby webmail site needs to be your full email address.

Can't help with Outlook.

[#3]

Make sure that MS Outlook is still using the correct email servers.

For a Plusnet customer these are :

mail.plus.net or imap.plus.net with relay.plus.net      ( this applies for a/c that are on Plusnet & on Greenby )

There multiple reports of the MS Outlook Classic on Windows 11 changing the email servers.

If you have this combination it appears to be critical to correct server settings via the Windows Control Panel
and not via the MS Outlook Program.

[#4]

"Are you sure it's your password that is unrecognised on the Greenby webmail site, not your username? Unlike the PN webmail site (PN username + password) your username on Greenby webmail site needs to be your full email address."

That's a couple of fair points.

• The actual error message that pops up on Greenby's Webmail login page is just: "Login failed", so could be either username or password (or both!) that is not being recognised.
• Yes, full email address is being used as username, both on their overall Website and their direct access Webmail website.
  
  

[#5]

"Make sure that MS Outlook is still using the correct email servers."

Yes, Outlook settings are correct and were working OK with the Plusnet connection itself, prior to the Greenby migration. They have not been changed since.

[#6]

I have an MS Outlook a/c set up for our : pnuser@pnuser.plus.com  email a/c.

The Username is : pnuser                     ( in all other email a/c I have the full email address )

The Password Is : <???????>


In the Greenby Portal  >>> Email >>> "..." >>> Change Password  

Using the Change Password option, Click on the "eye" symbol to display the current password.

[#7]

I have always used the pnuser@pnuser.plus.com format for the username (as well as for the actual email address), so there should be no change to this following the Greenby migration, as there is no legacy record of me using the shortened version. Password has never changed.

What I find mystifying is that I can log onto the Greenby Website itself using these credentials, then click the link to go through to their Webmail section, and it works - but trying to directly log onto the Webmail page with the same credentials doesn't. Makes no sense.

[#8]

The Passwords for the Greenby website and the pnuser@pnuser.plus.com can differ.

[#9]

Have tried changing the password for the Webmail, but still no change. Cannot login directly to Webmail (or via Outlook) but can still access it by clicking through to it from the main Greenby website dashboard.

I am getting very concerned about this, as my main Freenetname account will end up here at some stage, and this issue will then become a major problem for me. 

[#10]

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@Busychip wrote:

I have always used the pnuser@pnuser.plus.com format for the username (as well as for the actual email address), so there should be no change to this following the Greenby migration, as there is no legacy record of me using the shortened version. Password has never changed.

What I find mystifying is that I can log onto the Greenby Website itself using these credentials, then click the link to go through to their Webmail section, and it works - but trying to directly log onto the Webmail page with the same credentials doesn't. Makes no sense.

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At the Greenby.com portal log in, where they ask for Username or Email Address they mean either <PN Username> or <PN Username>@<PN Username>.plus.com (assuming a Plusnet user email account)

At the Greenby Welcome page, under Profile/ACCOUNT DETAILS page it shows Contact Information:

Email <PN Username>@<PN Username>.plus.com

Email Copy <PN email name>@<PN Username>.plus.com REMOVE

At least it does on my Greenby portal log on page.

At the Greenby Webmail interface, to log on you have to use <PN email name>@<PN Username>.plus.com for the Username. At least I do.

If you only have the <PN Username>@<PN Username>.plus.com listed on the Greenby portal Profile page, it may be different. I assume you would then use <PN Username>@<PN Username>.plus.com to log in directly to the Webmail system.

Or whatever the equivalents are for those with non Plusnet email accounts.

[#11]

I have tried all variarions of user name: pnuser@pnuser.plus.com, pnuser@pnuser, pnuser - none work.

[#12 · Accepted solution]

Finally resolved with some input from Greenby staff, and some experimentation by myself. 

It seems that the login required for Greenby's Webmail is not the same as it is for their Website. The Webmail requires the postmaster@pnuser.plus.com username - not the pnuser@pnuser.plus.com email address. That, plus a backdoor fix via the main Greenby website dashboard to change the email password yet again, finally fixed it.

Can now access emails directly through their Webmail and Outlook is now connecting OK.

The Website (my dashboard) does still use the pnuser@pnuser.plus.com as a username, plus a different password, to login.

[#13]

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@Busychip wrote:

The Webmail requires the postmaster@pnuser.plus.com username - not the pnuser@pnuser.plus.com email address.

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Interesting.  From what I've read here I've been led to expect that when my turn comes my postmater@[myAccountName].plus.com address will be changed into [myAccountName]@[myAccountName].plus.com 

[#14]

Even more interesting. I don't visit the Greenby website/portal as I have no need, as I use a proper mail client. BUT when I was first 'migrated' , I did have a look, out of curiosity. I got into the main site by using my PN username and my PN account password - no problem and then deleted the 'postmaster' address - 'accountname@accountname.plus.com' and set up forwards for the our mailboxes to my new provider.

It is all working perfectly.