Trying to open webmail, getting login failed.

[#1]

I recently accepted an offer from Amazon to re-activate an account at a reduced price for 3 months. I accepted and used the link in the email to complete the transaction then deleted the email. They've now charged me full price from the start and deny knowledge of the offer.

I thought that I would be able to recover a copy of the email using webmail but all I get is an error saying login has failed.

Is webmail no longer available?

p.s. I should add that I have seen another thread on similar lines which appears to have been resolved. I have tried using my phone and iPad instead of my Windows PC and got the same result.

[#2]

So to be clear, you received an email from Amazon, (viewed it where ?) then deleted it.

Depending on where you deleted it, it should be in the deleted items folder on that device.

Even if you could log into webmail, you'll (probably) not see it there in the deleted items folder as by default, webmail empties the deleted items folder on exit.

Which email brand?

Are you selecting the right email brand from the drop down box on the webmail client?

How are you logging in - accountname or email address?

[#3]

Viewed in Outlook (part of MSOffice Pro  on Windows10 PC). My Plusnet email account is setup to collect email using POP/SMTP. I usually deal with ephemeral email and then delete using the option not to save to deleted items. In the past when I've wanted to view something again after deleting, I've been able to do so by logging in to webmail.

p.s. I'm trying to login using my account name and Plusnet brand. The settings that have always worked for me until now.

[#4]

As I type I have no problem logging into Webmail using my account name and the PN brand (using both Win 10 and Win 11)

In the browser you are using to access webmail.plus.net, try clearing all cookies for plus.net and then closing and reopening your browser before trying to log in to webmail again.

[#5]

I've cleared all cookies for both "plusnet" and "www.plus.net". Then tried logging in with Firefox, Edge, Safari and Tor and failed in every case. Changing to the "Basic mail" option I got a different message = "ERROR: Connection dropped by IMAP server.
Query: LOGOUT"

[#6]

OK, I can't help you any further but I suspect @Townman might.

[#7]

@stuck  🙂 thanks anyway.

[#8]

Clearing cookies was worth a try but there must be something else that's different on your machine because I can still access webmail without error.

[#9]

The Basic Webmail does not work and hasn't for sometime.

Assuming the email you are using is accountname@accountname.plus.com, are you able to login to the members centre with the accouname/password pair? They are the same.

[#10]

Yes I can login normally here and Member Centre. My credentials are accepted and I get an 'egg timer' briefly and then an error message, "Login failed."  i.e. a different message to that when I tried the basic mail option.

I'm using Firefox 144.0.2 and I've tried turning off Adblock Plus and Malwarebytes Premium all to no avail.

[#11]

Not advised before I would suggest trying the instructions here to test your login credentials

https://community.plus.net/t5/Email/Diagnosing-email-server-connectivity-issues-the-guide/td-p/20079... 

Please aware to keep some details private before sharing them.

[#12]

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@Dan_the_Van wrote:

The Basic Webmail does not work and hasn't for sometime.

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Is that with your Free-Online account?

I have just done a test with one of my mailboxes...

• Logging on as account+mailbox results in the contents displaying properly but the folder panel throwing an error
• Logging on as mailbox@account.plus.com or mailbox@my_hosted_domain.co.uk works as expected
• I tried a test Force9 account and that worked the same, albeit a bit sluggish
• I finally tried a migrated Free-Online account, similarly that worked. albeit a bit sluggishly

[#13 · Accepted solution]

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@longedge wrote:

I thought that I would be able to recover a copy of the email using webmail but all I get is an error saying login has failed.

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Given that this is a *.plus.com email account, we can rule out entirely any complication of migration to Greenby.  Login failure suggests that the password is wrong.  Using the diagnostic pointed to by @Dan_the_Van will verify if you are using the right credentials.  If that fails, then the following needs to be considered ... though if there is a working client, it confuses matters, unless a change of password has been forgotten!!

Reset email password

If you are not able to login to the email address using webmail, then it is likely that your email address has been identified as being compromised and has had its password changed. Where email address passwords have been changed to protect the integrity of the service, the Plusnet account password is left unchanged.

Which ISP are you with, Plusnet or one of the other / legacy vISPs?

Plusnet / Force9 / FreeOnline users can only change the password on the DEFAULT email address by changing the password on the user ACCOUNT through the user portal. You can change the password on a secondary mailbox using the Manage My Mail options in the user portal.

Brightview users (Madasafish / FreeNetName / GlobalNet / IC24 / ICScotland / Dialstart / Totalise) logging into webmail should use their full email address. Use the MAAF user portal to update the password on the default email address (change the account password) and use this MAAF guide to change the password on a secondary mailbox address. If you cannot recall the account password, you will need to contact support ... because the account password change process sends an email to the mailbox you cannot now access.

DO NOT USE THE SAME PASSWORD AGAIN for that would allow the continued exploitation of the account. The new password should be cryptic and not one used before.

Note that changing the account password will change the password used for logging on to the relevant user portal. If your email service is NOT a retained legacy service (one associated with a retired internet service account), then the password required by the router to connect to the internet will be changed too. If the router is a Hub Zero or a Hub One supplied by Plusnet it should update automatically. If not, you will need to log into the router, drop the connection, change the password yourself and reconnect.

On the assumption that the email address password has been compromised, I strongly recommend that wherever you have used that email address / password combination as access credentials to services such as Amazon, Netflix, eBay etc., that you also change the passwords on those service as well.

Whatever, it is highly unlikely that an email not now available to the local IMAP client is going to be found using webmail.  Does the Amazon account portal show messages sent by Amazon?

[#14]

I've got a horrible feeling that this is down to me. It was certainly a password problem and what has worked for me is choosing an item from the drop down list of passwords last used in 2020. All I can say is that my current account password is different.

I've now managed to login and I have recovered the relevant email which is safely back in my inbox in Outlook.

Many thanks for the guidance, much appreciated.

p.s. - It proves that my memory wasn't playing tricks on me by the way. Audible made an offer and then reneged on it.