Overview
Email issues are among the most frequent and varied support cases. The key to resolving them quickly is identifying the platform first, then narrowing down whether the issue is sending, receiving, configuration, or authentication. Never assume — always verify the setup before troubleshooting.
Step 1 — Identify the Email Platform
Before anything else, confirm which email platform the customer is on. Each platform has different server settings, webmail portals, and troubleshooting paths:
- Titan Email — New platform launched Feb 2026. Has dedicated mobile app. Webmail: https://secureserver.titan.email/mail/
- Legacy Professional Email — Older platform. No dedicated mobile app. Webmail: https://sso.secureserver.net/?pl_id=587240&realm=pass&app=ox
- Microsoft 365 — Microsoft platform. Webmail: https://outlook.office.com
- cPanel Email — Comes with hosting packages. Server details found via cPanel > Email Accounts > Connect Devices
⚠️ Titan, Legacy, and cPanel email cannot be mixed on the same domain. If a customer has platform conflicts, migration is required and is done entirely from the customer's end.
Step 2 — Email Not Receiving
Work through these checks in order:
- Mailbox storage full — Incoming emails bounce back to sender immediately and do NOT queue. Customer must clear space and ask sender to resend
- MX records incorrect — Verify MX records are pointing to the correct mail server for their platform
- Spam/junk filters — Check SpamAssassin settings or server-level filters
- DNS propagation — If records were recently changed, allow up to 48 hours
- Over quota notification — Sent from secureserver.net, looks plain with no signature but is legitimate
💡 Storage full means emails bounce — they do not queue up and deliver later. The sender must resend after the mailbox has been cleared.
Step 3 — Email Not Sending / Bouncing
If emails are bouncing or being rejected by external providers like Gmail or Hotmail, the most common cause is a missing or incorrect SPF record:
- Check the domain's TXT records for an SPF entry
- Correct SPF record for Legacy/Titan: v=spf1 +a +mx include:secureserver.net ~all
- Remove any quotation marks from the SPF value — a common misconfiguration
- Check for a mail record pointing to the hosting IP — delete it if customer is on Professional Email or Titan, not cPanel email
💡 SPF tells the internet which servers are authorised to send emails on the customer's behalf. Without the correct SPF record, Gmail and other providers reject emails as suspicious.
Step 4 — IMAP / SMTP Configuration Issues
If a customer is setting up email on Outlook, Apple Mail, or another client, use these settings for Legacy Professional Email:
- Incoming (IMAP): imap.secureserver.net — Port 993 SSL/TLS
- Outgoing (SMTP): smtpout.secureserver.net — Port 465 SSL/TLS or 587 TLS
- Username: Full email address
- Password: Email account password
⚠️ IMAP port is ALWAYS 993. A very common misconfiguration is customers setting port 465 for both incoming and outgoing. Always verify both ports separately. Outlook sync error 0x800CCCOE is almost always caused by this.
For cPanel email, server details vary by account. Get exact details via:
- cPanel > Email Accounts > Connect Devices next to the mailbox
- Format is usually: servername.prod.sxb1.secureserver.net
Step 5 — Email Client Specific Issues
- Apple Mail paused on battery — Plug Mac into power or disable "Pause downloads on battery" in Mail > Settings > Accounts > Advanced
- Repeated password resets on Apple Mail — Cannot be prevented, security notifications are automatic. Advise reconfiguration using setup guide or switch to webmail
- POP3 with third-party clients — Cannot confirm POP3 support from our end. Direct customer to their email client's support team
💡 Always confirm which email client the customer is using before sending a setup guide. Apple Mail, Outlook, and iPhone all have different setup articles.
Step 6 — Platform Conflict Issues
If a customer has free Titan accounts from a hosting package but also has legacy email on the same domain, there will be a conflict. Options to resolve:
- Use the free Titan accounts on a different domain
- Purchase matching platform licences so everything is on the same platform
- Migration between platforms is done entirely from the customer's end — we do not assist with migration
- L2 must reset the domain after old email accounts are deleted to allow new platform setup
Step 7 — Cancelling Email Services
Before cancelling any email service, always warn the customer clearly:
- Cancelling email results in immediate mailbox deletion
- All emails are permanently and irreversibly lost
- Customer must back up all important emails BEFORE confirming cancellation
- Only proceed once customer has explicitly confirmed they understand and are happy to go ahead
⚠️ Never cancel an email service without the customer explicitly confirming they have backed up their emails and understand the deletion is permanent.
Useful Links
- Legacy/Titan setup guide (phone & computer): https://www.123-reg.co.uk/help/set-up-professional-email-on-my-phone-and-computer-32292
- Mac Mail setup (Legacy): https://www.123-reg.co.uk/help/add-my-professional-email-to-mail-mac-27802
- iPhone/iPad setup: https://www.123-reg.co.uk/help/article/add-my-professional-email-to-mail-on-iphone-or-ipad-27800
- Windows Outlook setup: https://www.123-reg.co.uk/help/article/add-my-professional-email-to-mail-windows-40040
- Email export guide (PST): https://support.microsoft.com/en-us/office/export-emails-contacts-and-calendar-items-to-outlook-using-a-pst-file-14252b52-3075-4e9b-be4e-ff9ef1068f91
- Email import guide (PST): https://support.microsoft.com/en-us/office/import-email-contacts-and-calendar-from-an-outlook-pst-file-431a8e9a-f99f-4d5f-ae48-ded54b3440ac
Common Pitfalls
- Setting IMAP port to 465 instead of 993 for incoming mail
- Not checking mailbox storage before investigating other causes
- Sending wrong setup guide without confirming email client first
- Attempting to mix Titan and Legacy email on the same domain
- Cancelling email without warning customer about permanent deletion
- Assuming bounced emails will queue up and deliver later when mailbox is full