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Not receiving emails

AlanP
Interested
Posts: 2
Registered: ‎04-02-2021

Not receiving emails

Hi. I have set up email account on new ipad. I have received emails only from plusnet about billing etc. No other emails received. I can send emails ok. Replies to those emails are not received. Checking on webmail, emails are received....but not the plus net billings ones? I've tried imap and pop settings...no joy. Any help is appreciated.
6 REPLIES 6
Strat
Community Veteran
Posts: 31,319
Thanks: 1,638
Fixes: 565
Registered: ‎14-04-2007

Re: Not receiving emails

Moderators Note
This topic has been moved from Tech Help to Email.
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Townman
Superuser
Superuser
Posts: 20,133
Thanks: 8,212
Fixes: 104
Registered: ‎22-08-2007

Re: Not receiving emails

If the iPad set up the account (use imap) with no errors, try setting the root folder to inbox

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.

Thrall
Seasoned Pro
Posts: 568
Thanks: 112
Fixes: 23
Registered: ‎28-09-2020

Re: Not receiving emails

I suspect the mailbox isn’t set up correctly on your iPad. Plusnet will send billing emails to postmaster@ which means they’ll send them to every Plusnet mailbox associated on an account. 

How many Plusnet mailboxes do you have? When setting up the mailbox you want on your iPad, are you using the correct username?

For example the default mailbox would use the account username but a secondary mailbox would be username+mailbox

Although this doesn’t explain why you don’t see the billing emails on webmail... at the top right it’ll show you your email address, is that the correct one as expected?

Townman
Superuser
Superuser
Posts: 20,133
Thanks: 8,212
Fixes: 104
Registered: ‎22-08-2007

Re: Not receiving emails

That is not correct - billing emails are not sent to every mailbox. They are sent to the default mailbox and (if different) the account contact email address.

Some users set up email addresses such as him@ her@ and never look at the default mailbox then wonder why they do not “receive” account notices.

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.

AlanP
Interested
Posts: 2
Registered: ‎04-02-2021

Re: Not receiving emails

Thanks for reply.

I have found some new information which may help to find the solution.

Ipad email account created using full email address   ****@username.plus.com.   I get emails only from plusnet.

If I log into webmail with ****@username.plus.com, I get all emails, but not plusnet.

If I log into web mail with username only, then I get plusnet email only

Not sure how things have got confused?

Thanks

Townman
Superuser
Superuser
Posts: 20,133
Thanks: 8,212
Fixes: 104
Registered: ‎22-08-2007

Re: Not receiving emails

If you want to access the default mail box, the userID is youraccountname with the account password

If you want to access a secondary mail box the userID is youraccountname+mailboxname with the mailbox password

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.