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You can't send and/or receive e-mails

Are you suddenly unable to send and/or receive e-mails or having problems with a specific e-mail address? You can solve most problems by checking your mailbox, the settings and the e-mail address. To send or receive e-mails, first check whether you are connected to the internet. (No internet connection?)

Test your mailbox via Proximus Webmail

Check whether your mailbox is working is via Proximus Webmail, even if you normally consult your e-mails using an e-mail program or app on your computer, mobile or tablet. That way, you consult your e-mails directly on the server and not via the application of a third party. If you can send and receive e-mails via Proximus Webmail, then your mailbox is working correctly and the problem is not related to your mailbox:

  1. Surf to Proximus Webmail.
  2. Enter your full e-mail address and the password of the mailbox and click on Connexion or Inloggen.
    Forgotten your password or can't log in? Set a new password. If you cannot log in after changing the password, contact us.
    Please note: If you normally use an e-mail program or app, you will have to use the new password there as well.
  3. Click on New. To change the language of the webmail, press Blue hamburger menu, Basic settings and choose your language.
  4. Enter your own e-mail address in the To field and type "Test" in the Subject field. Click on Send.
  5. Now, return to the Inbox. If you receive the e-mail with "Test" as its subject, your mailbox is working correctly and you can check your settings in the next step.
    Haven't received the e-mail?
    • Disable the forwarding of e-mails to another e-mail address , even if this is your own e-mail address.
    • Disable e-mail filters, as these can prevent you from receiving e-mails.
    • Is your mailbox full? You can check the e-mail quota in Proximus Webmail (at the bottom left). Delete some e-mails if your mailbox is full.
    • Send a new e-mail to yourself. Still haven't received the e-mail you sent? Contact us.

Check the settings

Do you always read your e-mails via Proximus Webmail or the Proximus Mail app? Then you can skip these steps.

If you use an e-mail program or other app on your computer, mobile or tablet, the problem usually resides in the settings:

  1. Check the settings of your e-mail program in a step-by-step guide. An incorrect setting can cause error messages, as a result of which you can no longer send or receive or suddenly experience problems while abroad. Do you prefer to check the settings without following the instructions step-by-step? Here are the settings:

    Server for incoming e-mail:
    • Address: imap.proximus.be
    • Port: 993
    • Security: SSL

    Server for outgoing e-mail:
    • address: relay.proximus.be
    • Port: 587
    • Security: STARTTLS, TLS or SSL

    For both the incoming and outgoing server, you must enter your complete e-mail address and the password of your mailbox.

  2. Do you receive the error message 554 Access denied - Under investigation for spam abuse. Contact your email provider for more info when sending e-mails? In that case, your IP address is on our blacklist.
  3. Do you continue to receive error messages in your e-mail program? In that case, it can be useful to uninstall your e-mail program or app and then reinstall it. Don't forget to configure your e-mail on your mobile, tablet or computer afterwards.

Check the e-mail address

The e-mail address, too, can prevent you from sending or receiving certain messages:

You can't send any e-mails to a specific person
  • Ask your correspondent whether you're using the correct e-mail address. Is the e-mail address correct, but do you receive an error message after all? Contact us with details of the error message.
  • Disable e-mail filters which can prevent you from sending e-mails to specific people. If you have filters set up in your e-mail program or app, you must also turn them off.
You can't receive any e-mails from a specific person
  • Check whether the e-mails have gone to your spam folder. Perhaps our mail server considers e-mails from your correspondent's e-mail address or mail server as unwanted e-mail.
  • Ask your correspondent which e-mail address he or she uses. Is your e-mail address correct, but do you receive an error message after all? In that case, your correspondent should contact his or her e-mail provider with the error message.
  • Disable e-mail filters which can prevent you from receiving e-mails from specific people. If you have filters set up in your e-mail program or app, you must also turn them off.

Are you still experiencing problems? Contact us. We're here to help.

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