It keeps asking for my password

Make sure you are using the mailbox password (the one for the email account), not your website login or your computer password, and that the username is your full email address including the part after the @. If you are not sure of the password, ask us to reset it.

I can receive mail but not send

The outgoing (SMTP) server almost always needs "authentication required" turned on, with the same username and password as incoming. Check the outgoing port is 465 with SSL/TLS (or try 587). Some mobile networks and office wifi block sending — try switching between wifi and mobile data to test.

New mail is slow to arrive or missing on one device

Check that every device is set up as IMAP, not POP. A device set up as POP can pull messages off the server before your other devices see them.

Delete large messages and empty the Trash and Junk folders, or ask us about increasing your mailbox size. When a mailbox is full, new messages to that address bounce back to the sender.

I get a security or certificate warning

Do not turn off SSL/TLS to get past it. First check the server names match the box above exactly, with your real domain in place of "yourdomain.com". If the warning still mentions a name mismatch, the secure certificate for your mail address may not be in place yet — send us a screenshot and we will sort it, usually within a working day.

Client help - Setting up your email

How to add your mailbox to a phone, tablet, or computer, and what to do when something is not working. Stuck? Tell us the device and app you are using and we will help.

Before you start

Webmail or an email client?

Webmail means logging in through a web browser. There is nothing to set up, it works on any device, and it is the quickest way to check mail on a computer that is not yours. To open webmail, go to grid-media.co.uk/webmail, or use the webmail link on our website. An email client is an app on your own device — Apple Mail, Outlook, or the Gmail app. It takes a few minutes to set up once per device, then keeps your mail on the device and works offline.

Choose IMAP, not POP

When an app asks which account type to add, choose IMAP. With IMAP your mail stays on the server, so your phone, tablet, and computer all show the same inbox, sent items, and folders. POP downloads mail to one device and can remove it from the server, which causes messages to go missing from your other devices. Only use POP if we have specifically told you to.

Your connection settings

Use these wherever an app asks for server details. If we have given you different server names for your account, use those instead.

Replace "yourdomain.com" below with your own domain — the part after the @ in your email address.

Username: Your full email address (e.g. you@yourdomain.com)
Password: Your mailbox password (not your website or computer password)

Incoming — IMAP (recommended)

Server: imap.yourdomain.com
Port: 993
Security: SSL/TLS

Incoming — POP (only if asked to)

Server: pop3.yourdomain.com
Port: 995
Security: SSL/TLS

Outgoing — SMTP

Server: smtp.yourdomain.com
Port: 465
Security: SSL/TLS
Note: Authentication required — use the same username and password as incoming. If port 465 is blocked, try 587.

Prefer not to set anything up? You can always read your mail in a browser at www.grid-media.co.uk/webmail using your full email address and mailbox password.

Webmail (any device)

Go to grid-media.co.uk/webmail, or use the webmail link on our website.
Enter your full email address and mailbox password.
That is it — no setup, no settings to enter.

iPhone or iPad (Apple Mail)

Open Settings, then scroll to Mail.
Tap Mail Accounts, then Add Account, then Other, then Add Mail Account.
Enter your name, full email address, mailbox password, and a description, then tap Next.
Choose IMAP at the top.
Under Incoming Mail Server, enter the IMAP host name, and your full email address and password.
Under Outgoing Mail Server, enter the SMTP host name, and the same full email address and password (they are required even though iOS says "optional").
Tap Next, wait for it to verify, then tap Save.

Mac (Apple Mail)

Open Mail, then from the Mail menu choose Add Account (or Settings, then Accounts, then the + button).
Select Other Mail Account and click Continue.
Enter your name, full email address, and mailbox password, then click Sign In.
When it cannot find the settings automatically, enter the IMAP incoming server and the SMTP outgoing server from the box above.
Set the account type to IMAP, username to your full email address, then click Sign In.

Android (Gmail app — also covers Samsung)

Open the Gmail app, tap your profile picture, then Add another account.
Choose Other.
Enter your full email address and tap Next, then choose Personal (IMAP).
Enter your mailbox password and tap Next.
For incoming server settings, set the server to the IMAP host name and confirm the port and SSL/TLS security.
For outgoing server settings, set the server to the SMTP host name, keep "Require sign-in" on, and confirm the port and security.
Finish the account options and tap Next.

Outlook (Windows or Mac)

Open Outlook and go to File, then Add Account (on Mac: Outlook menu, then Settings, then Accounts, then +).
Enter your full email address and click Connect.
If asked to choose a provider or account type, choose IMAP.
Enter your mailbox password.
If the server details are requested, enter the IMAP incoming server and SMTP outgoing server, with the ports and SSL/TLS security from the box above.
Click Connect, then Done.

Outlook app (iPhone or Android)

Open the Outlook app and tap Add Account, or Settings, then Add Mail Account.
Enter your full email address and tap Add Account or Continue.
If it asks how to set the account up, choose IMAP.
Enter your mailbox password. If prompted, expand Advanced Settings and enter the IMAP incoming server and SMTP outgoing server from the box above.
Tap the tick or Sign In to finish.

Common problems

It keeps asking for my password: Make sure you are using the mailbox password (the one for the email account), not your website login or your computer password, and that the username is your full email address including the part after the @. If you are not sure of the password, ask us to reset it.
I can receive mail but not send: The outgoing (SMTP) server almost always needs "authentication required" turned on, with the same username and password as incoming. Check the outgoing port is 465 with SSL/TLS (or try 587). Some mobile networks and office wifi block sending — try switching between wifi and mobile data to test.
New mail is slow to arrive or missing on one device: Check that every device is set up as IMAP, not POP. A device set up as POP can pull messages off the server before your other devices see them.
My mailbox is full: Delete large messages and empty the Trash and Junk folders, or ask us about increasing your mailbox size. When a mailbox is full, new messages to that address bounce back to the sender.
I get a security or certificate warning: Do not turn off SSL/TLS to get past it. First check the server names match the box above exactly, with your real domain in place of "yourdomain.com". If the warning still mentions a name mismatch, the secure certificate for your mail address may not be in place yet — send us a screenshot and we will sort it, usually within a working day.

Looking for something else? Back to Client help

Locations

Client Links

Socials