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Mailbox password issue

thetrician
Dabbler
Posts: 15
Registered: ‎12-11-2022

Mailbox password issue

A few years ago I set up a email address and mailbox for my wife but since yesterday it will no longer accept a password to allow access. I can access my own mailboxes but cannot access hers. I thought that since the account is mine, a single password would allow access to all mailboxes on my account.

Can anyone tell me why password access to my wife's email and mailbox no longer works? All I get is an 'invalid password' response.

After this, I tried to add another mailbox and email address for her to use in the meantime but I get the same response to the new password for this as I did for the one before.

34 REPLIES 34
Townman
Superuser
Superuser
Posts: 22,725
Thanks: 9,446
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Registered: ‎22-08-2007

Re: Mailbox password issue

The primary mailbox uses the same password as the Plusnet account name.  Secondary mailboxes (Configured through the user portal) each have their own individual password.  When configuring default and secondary mailboxes in email applications...

  • DEFAULT: Username is PlusnetUserID Passowrd is that used to access the member centre
  • SECONDARY: Username is PlusnetUserID+MailboxName Password is that set in the manage my mail area on the member centre

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

thetrician
Dabbler
Posts: 15
Registered: ‎12-11-2022

Re: Mailbox password issue

Thanks for your reply,

Even though I set up a new mail box and password this morning, it still won't accept the new password to access the new mailbox!

Has plusnet barred access for some reason do you think?

Townman
Superuser
Superuser
Posts: 22,725
Thanks: 9,446
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Registered: ‎22-08-2007

Re: Mailbox password issue

No, I expect that this is an email application configuration issue.  ALL connectivity issues will be reported as a password issue, even when absolutely not so!

First confirm that your wife can log into the mail account here - https://webmail.plus.net

Username: PlusnetAccountName+WifeMailBoxName

Password: Password set for WifeMailboxName in the manage my mail tool in the member centre.

 

You have not mentioned how you are trying to access this mailbox - what device / email application?

Server settings should be...

  • Incoming server (IMAP) imap.plus.net port 993 encryption TLS/SSL
  • Outgoing server (SMTP) relay.plus.net port 587 encryption STARTTLS

You might need to set these details up manually and the "trying to be helpful smart guess work" done by some email applications (Outlook) generally make a total hash of these settings.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

thetrician
Dabbler
Posts: 15
Registered: ‎12-11-2022

Re: Mailbox password issue

Thank you once again for your further input.

My wife's laptop is running windows 10 and I'm afraid that being a fan of windows 7 I have no idea what email client windows 10 uses. Initially I suspected that windows 10 had screwed up her email account log-in details during some update or other. I'll have to wait until she gets home.

What I do not understand, is having set up a fresh mailbox and password for it, I cannot access this either?

Is the number of mailboxes limited? I did delete the old mailbox which had ceased to work before I created a  new one.

My wife cannot access her messages via plusnet webmail either, although this is not unusual, webmail seems to have a mind of its own when it comes to getting any use out of it.

Townman
Superuser
Superuser
Posts: 22,725
Thanks: 9,446
Fixes: 151
Registered: ‎22-08-2007

Re: Mailbox password issue

Win10 mail is a troublesome email address application. You just use manual set up … but that is off the bottom of the not so obvious scrollable list.

There is no limit to the hunger of mailboxes.

You need to get this working with webmail first.

Something easily missed - the password guidance does not make it plain that you need at least one character from each of the groups (caps, lower, number and symbol). The fact that the chosen password when setting up the mailbox has been rejected is not blindingly obvious.

Got that tee shirt myself!

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

thetrician
Dabbler
Posts: 15
Registered: ‎12-11-2022

Re: Mailbox password issue

It might not be the email client with the problem, it seems to be in the user area as you can't add or change anything there, or enter the webmail, even on her laptop or my desktop so the issue seems to be on the plusnet server side.

thetrician
Dabbler
Posts: 15
Registered: ‎12-11-2022

Re: Mailbox password issue

Just to clarify - I used to be able to access the mailboxes on my windows 7 pc but can no longer do so. Something must have changed with plusnet's end.

Townman
Superuser
Superuser
Posts: 22,725
Thanks: 9,446
Fixes: 151
Registered: ‎22-08-2007

Re: Mailbox password issue

Use the manage my mail interface to change the password. Make sure the password change is successful.

Then affirm access via webmail. Only after that seek to configure the mailbox in your chosen email application.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

thetrician
Dabbler
Posts: 15
Registered: ‎12-11-2022

Re: Mailbox password issue

I cannot find any 'manage my mail' links any where.

jab1
Legend
Posts: 16,599
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Re: Mailbox password issue

@thetrician The 'new, improved' accounts page(s) are not the most customer friendly, but if you click 'manage account details' - middle right of the landing page, then scroll to the bottom of the resulting page, you will find 'manage your Plusnet mailboxes'.

HTH

John
Townman
Superuser
Superuser
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Registered: ‎22-08-2007

Re: Mailbox password issue

Log in to the member centre here - https://plus.net

 

2022-11-13 Manage Mail.jpeg

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jab1
Legend
Posts: 16,599
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Registered: ‎24-02-2012

Re: Mailbox password issue

Thought that was where I directed the OP - or is there a quicker way than mine if you have a BB account, not just a 'mail only' one?

John
Townman
Superuser
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Re: Mailbox password issue

@jab1 

You typed far quicker than it took me to get a screen grab and the mask my personal information ... during which I was interrupted by a phone call!

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jab1
Legend
Posts: 16,599
Thanks: 5,219
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Registered: ‎24-02-2012

Re: Mailbox password issue

OK, @Townman - no offence meant or taken. 😀

John