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> Use this file to discover available pages before exploring further.
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# 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.

1. **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](https://my.elitehost.co.za/submitticket.php?step=2&deptid=14) so we can check for any blocks and whitelist it if necessary.
* Visit [https://showip.co.za](https://showip.co.za) to view your IP address.

2. **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.

3. **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](/en/article/how-can-i-point-my-websitedomain-to-wix-i6aylp/)
* Learn how to point to **Shopify** here: [Pointing Your Domain to Shopify](/en/article/how-can-i-point-my-websitedomain-to-shopify-19x3re2/)

|| 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](https://my.elitehost.co.za/submitticket.php?step=2&deptid=14) or email helpdesk@elitehost.co.za.