E-mail: Troubleshooting This page attempts to explain the common problems that users experience when using their Freeola E-mail. I keep getting a Username and Password error. I cannot send mail. I cannot receive mail. I cannot receive mail from Yahoo! Groups. Username and Password error. This is a common error usually arising from Outlook Express, or any other email client, not being configured correctly. If either the Account Name or Password or both are incorrect in Outlook Express, you will receive this error. To check your e-mail account details, please log into MyFreeola. Top of page I cannot send mail. 1. Are you connected to the Internet via Freeola? Access to the Freeola SMTP server, 'smtp.freeola.net' to send e-mail from a Freeola account is only allowed via the Freeola dial up connection '0845 604 3070' or '0845 604 3080' or a Freeola ADSL connection. For security reasons (and like most providers) we do not allow outgoing access to our mail servers unless you are connected to the Internet via Freeola 2. Have you got the SMTP server entered correctly? Check that your SMTP server for your Freeola account is 'smtp.freeola.net' and not smtp.your domain or any other IP address.You can check this by clicking on 'Tools' then 'Accounts' from the menu bar. In the 'Internet Accounts' box, highlight your Freeola e-mail account and click the 'properties' button. Next, click the 'Servers' tab and make sure that Outgoing mail (SMTP): is set to 'smtp.freeola.net'. 3. Make sure that the email address which you are sending to is correct without any spelling errors. Also make sure that you have the correct ending (co.uk, .com, etc). 4. Make sure that the e-mail address which you are sending from is a valid Freeola e-mail address. To check this, click on 'Tools' then 'Accounts'. In the 'Internet Accounts' box click on the 'mail' tab then double click on your Freeola account. This should open the properties box, check the the e-mail address field has your Freeola e-mail address correctly entered. If this box has an incorrect entry, the server will not pass your mail. NOTE: If you recently installed anti-virus software, this may have caused the settings in Outlook Express to have changed, you may need correct this by following the instructions above. If you recently updated your anti-virus software, this may have updated the anti-virus software settings and could prevent you from sending or receiving your Freeola email. Try shutting down the software to test if this is the cause of the problem, if so then you will need to reconfigure the software to allow you access to the mail server. Top of page I cannot receive mail. 1. Have you got the incoming mail server entered correctly? Check that your mail server for your Freeola account is 'mail.freeola.net' and not mail.your domain name or any other IP address. You can check this by clicking on 'Tools' then 'Accounts' from the menu bar. In the 'Internet Accounts' box, highlight your Freeola e-mail account and click the 'properties' button. Next, click the 'Servers' tab and make sure that incoming mail (POP3): is set to 'mail.freeola.net' NOTE: If you recently installed anti-virus software, this may have caused the settings in Outlook Express to have changed, you may need correct this by following the instructions above. If you recently updated your anti-virus software, this may have updated the anti-virus software settings and could prevent you from sending or receiving your Freeola email. Try shutting down the software to test if this is the cause of the problem, if so then you will need to reconfigure the software to allow you access to the mail server. Top of page Yahoo! Groups Due to security concerns with the way Yahoo! Groups send their e-mails, Freeola does not currently support the receiving of this service. Top of page Need further help E-mail Troubleshooting? Call our friendly Support Team on 0871 210 9977. Calls charged at 10p/min at all times to BT customers (mobile and other networks may vary).