Support
Set it up, or get it working again.
Email setup for every device we get asked about, and the first things to check when the internet goes down. If none of it helps, WhatsApp us on 061 511 3668.
Start here
Your mail settings
Every guide below uses these same details. Replace yourdomain.co.za with your own domain, and use your full email address as the username — not just the part before the @.
| Setting | Incoming (IMAP) | Incoming (POP3) | Outgoing (SMTP) |
|---|---|---|---|
| Server | mail.yourdomain.co.za | mail.yourdomain.co.za | mail.yourdomain.co.za |
| Port | 993 | 995 | 465 or 587 |
| Encryption | SSL/TLS | SSL/TLS | SSL/TLS (STARTTLS on 587) |
| Username | Your full email address, e.g. you@yourdomain.co.za | ||
| Password | The mailbox password we supplied (not your computer password) | ||
| Authentication | Required on outgoing mail — tick “My outgoing server requires authentication” | ||
POP3 or IMAP — which one?
IMAP keeps your mail on the server and in sync across every device. Read something on your phone and it shows as read on your laptop. This is what you want if you use more than one device.
POP3 downloads mail to one computer and can remove it from the server. Only choose it if you deliberately want everything living on a single machine. If you set up POP3 on two devices, each will grab different messages and you'll end up with mail scattered in both places.
Guide 01
Microsoft Outlook — POP3
For Outlook on Windows. If you would rather keep mail synced across devices, follow the same steps but choose IMAP and use port 993 instead.
Open the account settings
In Outlook, click File, then Add Account. If Outlook has never been set up before, it will offer this screen on first launch.
Enter your email address
Type your full address, for example you@yourdomain.co.za. Click Advanced options, tick Let me set up my account manually, then click Connect.
Choose POP
On the account type screen, select POP.
Fill in the server details
Incoming server mail.yourdomain.co.za, port 995, and tick This server requires an encrypted connection (SSL/TLS). Outgoing server mail.yourdomain.co.za, port 465, encryption method SSL/TLS.
Enter your password
Use the mailbox password we supplied. If it is rejected, check for a trailing space from copying and pasting — that is the usual culprit.
Confirm outgoing authentication
Go to File → Account Settings → Account Settings, double-click the account, then More Settings → Outgoing Server and make sure My outgoing server (SMTP) requires authentication is ticked, using the same settings as the incoming server.
Decide what stays on the server
Under More Settings → Advanced, we recommend ticking Leave a copy of messages on the server and setting removal after 14 days. That way a lost laptop doesn't take your only copy of the mail with it.
Send yourself a test
Click Send/Receive, then email yourself. If it arrives, you're done.
Guide 02
Apple Mail on a Mac
These steps use POP3 to match the Outlook guide. IMAP is set up identically — just pick IMAP at step three and use port 993.
Open Mail accounts
Open the Mail app, then from the menu bar choose Mail → Add Account. On newer macOS versions this may sit under System Settings → Internet Accounts.
Choose Other Mail Account
Scroll to the bottom of the provider list and select Other Mail Account…, then click Continue.
Enter your name, address and password
Your name as you want it to appear on outgoing mail, your full email address, and the mailbox password. Click Sign In. Mail will report that the account must be configured manually — this is expected.
Set the account type and servers
Account type POP. Incoming mail server mail.yourdomain.co.za. Outgoing mail server mail.yourdomain.co.za. Username is your full email address. Click Sign In.
Check the ports
Go to Mail → Settings → Accounts, select the account, then Server Settings. Untick Automatically manage connection settings and set incoming port 995 with TLS/SSL, outgoing port 465 with TLS/SSL and authentication set to Password.
Save and test
Click Save, then send yourself a message to confirm both directions work.
Guide 03
Android phone — IMAP
On a phone always use IMAP, so your mail stays in sync with your computer. Menu wording varies slightly between Samsung, Xiaomi and stock Android, but the fields are the same.
Open your mail app
Open Gmail (or the Samsung Email app), then tap your profile icon and Add another account. Choose Other.
Enter your email address
Type your full address, then tap Manual setup rather than Next.
Choose Personal (IMAP)
When asked what type of account this is, select Personal (IMAP).
Enter your password
The mailbox password we supplied, then tap Next.
Incoming server settings
Username: your full email address. Server: mail.yourdomain.co.za. Port: 993. Security type: SSL/TLS. Tap Next.
Outgoing server settings
Make sure Require sign-in is on. Server: mail.yourdomain.co.za. Port: 465. Security type: SSL/TLS. Tap Next.
Finish up
Choose how often the phone checks for mail, give the account a name you'll recognise, and tap Next to finish.
Guide 04
iPhone & iPad — IMAP
The same settings work on both. Expect one screen where the iPhone appears to hang while it verifies — give it up to a minute before assuming something is wrong.
Open Mail accounts
Go to Settings → Apps → Mail → Mail Accounts, then tap Add Account. On older iOS versions this is Settings → Mail → Accounts.
Choose Other
At the bottom of the provider list tap Other, then Add Mail Account.
Enter your details
Name, full email address, mailbox password, and a description such as “Work mail”. Tap Next.
Select IMAP
At the top of the next screen make sure IMAP is selected rather than POP.
Incoming Mail Server
Host Name: mail.yourdomain.co.za. User Name: your full email address. Password: the mailbox password.
Outgoing Mail Server
Host Name: mail.yourdomain.co.za. Enter the same user name and password — iOS labels these “optional”, but leave them blank and sending will fail.
Save, then verify the ports
Tap Save. Then reopen the account, tap the account name, and under Advanced check that Use SSL is on with port 993. Under SMTP → Primary Server, check Use SSL is on with port 465.
Troubleshooting
No internet? Try this first.
Roughly four out of five faults we get called about are solved by the first three steps. Work through them in order before reporting it — it will usually save you a wait.
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Check the lights on the router
Look at the front of the router. A steady green or blue power and line light usually means the connection is fine and the problem is elsewhere. A red light, a flashing line light, or no lights at all points to the line or the power.
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Switch it off for a full five minutes
Switch the router off at the wall, not just the button. Wait a genuine five minutes — this is the step people rush, and it matters, because the equipment at the exchange needs time to release your session. Then switch it back on and give it up to five minutes to settle.
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Check the cables and the power
Make sure the fibre or network cable is properly clicked into place at both ends, and that the plug and adaptor are firmly seated. If you are on prepaid electricity, confirm you still have units.
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Test on a second device
Try a different phone or laptop. If everything else works, the fault is with that one device rather than the line, and reconnecting it to the Wi-Fi usually fixes it.
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Still down? Report it
If the lights have settled and it is still not working, it is a line fault and we need to log it with the network. Send it through using the details below.
Report a fault
Send it to us on WhatsApp.
So we can log the fault with the network first time, we need three things from you. Anything missing means a delay while we come back to ask.
- 1Your name
The name the account is under, if it differs from yours.
- 2Your physical address
The street address where the line is installed — not a postal address. This is what the network uses to find the fault.
- 3What the lights are doing
Red, off, flashing, or all normal. It tells us immediately whether to log a line fault or look at something else.
Name: Physical address: Contact number: What the router lights are doing: When it stopped working: What I have already tried:
Support hours are Monday to Friday, 08:00–17:00 SAST. Faults reported after hours are picked up the next working morning.
Next step
Still stuck?
Send us a message with what you’ve already tried and we’ll take it from there. Weekdays, 08:00–17:00.