Why can’t I connect to the mail server?
When trying to access your email or connect your email client, you may see messages like:
Outlook: "Cannot connect to the server"
Thunderbird: "Failed to connect to server" / "Connection timed out"
Mac Mail: "Unable to connect" / "Cannot send message using the server"
These connection errors are typically caused by a few common issues. Below are the primary reasons and how to resolve them.
IP Address Blocked
Your IP address may be temporarily blocked by the server's firewall due to multiple failed login attempts or suspicious activity.
Try to log into cPanel. if you can successfully log in, our firewall will automatically whitelist your IP address.
If you cannot access the website or cPanel, provide your IP address to our support team so we can check for any blocks and whitelist it if necessary.
Visit https://showip.co.za to view your IP address.
Domain Expired or Not Resolving Correctly
If your domain has expired or its DNS settings are not configured correctly, this can prevent email clients from connecting.
Verify your domain's registration status and make sure it is still active.
Ensure your DNS settings are correct. You can use https://intodns.com/ to check the status.
If the domain is not resolving correctly, please contact our support team for assistance.
Website Pointed to External Name Servers (e.g., Wix, Shopify)
If your domain is pointed to external name servers like Wix or Shopify, email services may stop working if the necessary DNS records are not set up correctly.
We recommend keeping your name servers with Elitehost and using pointing methods for web hosting instead. This allows you to maintain full control over your DNS settings.
Learn how to point to Wix here: Pointing Your Domain to Wix
Learn how to point to Shopify here: Pointing Your Domain to Shopify
If you recently made changes to your domain's name servers or DNS settings, please allow up to 24 hours for DNS propagation. During this time, you may still experience connectivity issues.
If you need assistance with any of these steps, feel free to reach out to our support team or email helpdesk@elitehost.co.za.
Outlook: "Cannot connect to the server"
Thunderbird: "Failed to connect to server" / "Connection timed out"
Mac Mail: "Unable to connect" / "Cannot send message using the server"
These connection errors are typically caused by a few common issues. Below are the primary reasons and how to resolve them.
IP Address Blocked
Your IP address may be temporarily blocked by the server's firewall due to multiple failed login attempts or suspicious activity.
Try to log into cPanel. if you can successfully log in, our firewall will automatically whitelist your IP address.
If you cannot access the website or cPanel, provide your IP address to our support team so we can check for any blocks and whitelist it if necessary.
Visit https://showip.co.za to view your IP address.
Domain Expired or Not Resolving Correctly
If your domain has expired or its DNS settings are not configured correctly, this can prevent email clients from connecting.
Verify your domain's registration status and make sure it is still active.
Ensure your DNS settings are correct. You can use https://intodns.com/ to check the status.
If the domain is not resolving correctly, please contact our support team for assistance.
Website Pointed to External Name Servers (e.g., Wix, Shopify)
If your domain is pointed to external name servers like Wix or Shopify, email services may stop working if the necessary DNS records are not set up correctly.
We recommend keeping your name servers with Elitehost and using pointing methods for web hosting instead. This allows you to maintain full control over your DNS settings.
Learn how to point to Wix here: Pointing Your Domain to Wix
Learn how to point to Shopify here: Pointing Your Domain to Shopify
If you recently made changes to your domain's name servers or DNS settings, please allow up to 24 hours for DNS propagation. During this time, you may still experience connectivity issues.
If you need assistance with any of these steps, feel free to reach out to our support team or email helpdesk@elitehost.co.za.
Updated on: 09/05/2025
Thank you!