Common Issues:

I need help to setup my email account.

I have issues sending mails out to my recipients / I encountered a “We do not relay” error message. (SMTP Authentication)



1. Start the Microsoft Outlook program.

Use the Start menu to start Outlook 2016/2019. If you’ve never used Outlook before, it will prompt you to create a new account. In that case, skip ahead to step 2.

If you’ve previously used Outlook and it doesn’t prompt you, click the File tab, then the Account Settings -> Manage Profiles button.

Under Mail Setup – Outlook window, click Email Accounts button.

Under Account Settings window, click New button.


2. The Add Account window appears.

When this window appears, leave the spaces empty, choose the Manual setup or additional server types option, then click Next.


3. The “Choose Service window” appears.

Choose POP or IMAP, then click Next.


4. The “POP and IMAP Account Settings” window appears.

This is the window where you’ll enter most of your account settings. Be sure to choose POP3 and use the above email server information. You may refer to the image file as an example.

“Your Name” is the name that other people will see when you send them e-mail. It should usually be your real name.

Enter your “Email Address”. The address must be the e-mail address of the mailbox you created in your account management control panel.

For “Account Type”, choose POP3.

Enter both the “Incoming mail server” and “Outgoing mail server (SMTP)” as mentioned below.

Webmail URLhttp://mail.domainname/mail eg eg
Incoming Mail Server Hostnamemail.domainname eg
POP3 Port110110 / 995 (SSL)
POP3 SSLNot AvailableAvailable
IMAP Port143143 / 993 (SSL)
IMAP SSLNot AvailableAvailable
Outgoing SMTP Server Hostnamemail.domainname eg eg
SMTP Port25 / 36625 / 366 / 465 (SSL)
SMTP SSLNot AvailableAvailable
Outgoing SMTP AuthenticationRequiredRequired
UsernameFull Email Address eg john@abc.comFull Email Address eg
Secure Password Authentication (SPA)Do Not CheckDo Not Check

5. Setup SMTP authentication settings for Outgoing mails

Under Account settings, locate “More Settings”.

Click the More Settings button. A new “Internet E-mail Settings” window appears.


6. Choose the “Outgoing Server” tab.

In the “Outgoing Server” tab, check My outgoing server (SMTP) requires authentication.

Choose “Use same settings as my incoming mail server”.

Do not leave a tick on, “Log on using Secure Password Authentication” and click Ok.


7. Choose the “Advanced” tab.

Under the “Advanced” tab, check and verify the following details:

Outgoing Mail (SMTP) port number25 or 366 (Icewarp/CPanel) / 465 (CPanel with SSL)

Incoming Mail (POP)110 (Icewarp/CPanel) / 995 (CPanel with SSL)

Icewarp Users:
Kindly take note that no SSL connection is required for both incoming and outgoing connections.

CPanel Users:
You may enable SSL connection for both incoming and outgoing connections. Please ensure you have updated the correct port settings to be used with SSL, ie 465 for SMTP and 995 for POP3.

Kindly check the “Delivery” section, do untick the “Leave a copy of messages on server”. By doing so, downloaded mails will be removed from the server thus clears the mailbox space.

Click on “OK”.


8. Close the “Internet E-mail Settings” window.

Click OK to close the “Internet E-mail Settings” window. The “Add New Account” window will still be visible.


9. Click the “Test Account Settings” button and you should see all items with green check marks.

Click the Close Button to close the test window. Click OK to save your settings.

If Outlook tells you a test failed, double-check to be sure you’ve entered the settings correctly.


10. Finish the wizard.

If the “Test Account Settings” window is still open, click Close to continue.

Click Finish to finish the wizard.