There are several reasons why you are not able to send out emails. Below are some of the more common issues you may run into:

1) SMTP Authentication is not Enabled
By far the most common cause for not being able to send email is that SMTP Authentication has not been enabled. This often idnetified itself by the fact that you can email colleagues / other users who use the same Domain Name for your email, but you cant send emails out to the external world. For more information, please visit our SMTP Authentication KnowledgeBase Article.

2) Access to SMTP Port 25 is disabled by the Network or Internet Service Provider
This is more common if you happen to go abroad and connect to Hotel WiFi, but some ISP's (Including BT and Orange) block access to external mailservers on TCP Port 25, thereby forcing customers to send email out using their own SMTP servers. This is normally done for anti-spamming and security reasons. In many instances you will receive an error message that implies the SMTP server does not exist or is offline, when in fact it is being blocked.

If this is affecting your connection, you can reconfigure your email client / Smart Phone / Tablet to send out email over TCP Port 26 which our servers also support. If this doesn't work then please submit a ticket using your Client Management Portal so that we can discuss alternatives with you.

3) AntiVirus / AntiSpam / Firewall / Proxy Server / Security Software interference
3rd Part software often intercepts messages as they are being discovered. Most commonly AntiVirus and AntiSpam software will filter and scan messages as they are delivered in order to protect you. Whilst this is normally carried out in the background without any problems, it does add complication to the process of sending messages, and as such needs to be considered. In most cases the easiest way of testing if the problem is related to the 3rd party software is to temporarily disable it and try and send a message. If the message is sent, you've found the cause of the blockage and can take approriate action from there.

Of course there are other things that can cause problems with sending emails that we haven't listed here. If you experience problems that can't be isolated to any of the above issues then please submit a ticket via your Client Management Portal with details of your issue, including any error messages you may be getting, so that we can provide further assistance.