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

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:

Surf to Proximus Webmail.

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.

Click on New. To change the language of the webmail, press

, Basic settings and choose your language.

Enter your own e-mail address in the To field and type "Test" in the Subject field. Click on Send.

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:

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.

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.

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.