{"solutions":[{"name":"The incoming or outgoing mail server isn't available","description":"Depending on which mobile network or Wi-Fi network you're connected to, your provider's email servers may be unavailable.","guide":null,"content":"Contact your email provider for the correct settings for the incoming or outgoing server."},{"name":"The email message isn't written correctly","description":"To send an email message, it needs to be written and sent correctly.","guide":{"blocks":[{"title":"Find "Mail"","steps":[{"note":null,"overlay":null,"text":"Press Mail ."}],"content":"
  • Press Mail.
","info":""},{"title":"Select email account","steps":[{"note":null,"overlay":null,"text":"Press arrow left ."},{"note":null,"overlay":null,"text":"Press the required email account ."}],"content":"
  • Press arrow left.
  • Press the required email account.
","info":""},{"title":"Create new email message","steps":[{"note":null,"overlay":null,"text":"Press the new email message icon ."}],"content":"
  • Press the new email message icon.
","info":""},{"title":"Select recipient","steps":[{"note":null,"overlay":null,"text":"Press To and key in the first letters of the recipient's name."},{"note":null,"overlay":null,"text":"Press the required contact ."}],"content":"
  • Press To and key in the first letters of the recipient's name.
  • Press the required contact.
","info":""},{"title":"Enter subject","steps":[{"note":null,"overlay":null,"text":"Press Subject and key in the required subject."}],"content":"
  • Press Subject and key in the required subject.
","info":""},{"title":"Write text","steps":[{"note":null,"overlay":null,"text":"Press the text input field and write the text for your email message."}],"content":"
  • Press the text input field and write the text for your email message.
","info":""},{"title":"Attach file","steps":[{"note":null,"overlay":null,"text":"Press and hold the text input field until a pop-up menu is displayed."},{"note":null,"overlay":null,"text":"Press Insert Photo or Video and follow the instructions on the screen to attach a picture or a video clip."},{"note":null,"overlay":null,"text":"Press Add Attachment and follow the instructions on the screen to attach a document."}],"content":"
  • Press and hold the text input field until a pop-up menu is displayed.
  • Press Insert Photo or Video and follow the instructions on the screen to attach a picture or a video clip.
  • Press Add Attachment and follow the instructions on the screen to attach a document.
","info":""},{"title":"Send the email message","steps":[{"note":null,"overlay":null,"text":"Press Send ."}],"content":"
  • Press Send.
","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Press the Home key to return to the home screen."}],"content":"
  • Press the Home key to return to the home screen.
","info":""}],"name":"Writing and sending email messages","description":"You can send and receive email messages from your email accounts. To send and receive email messages, you need to set up your phone for email .","id":69,"deviceId":10003},"content":"See how to write and send an email message ."},{"name":"Your phone hasn't been correctly set up for IMAP email","description":"To send and receive email messages using IMAP, your phone needs to be correctly set up for email.","guide":{"blocks":[{"title":"Find "Accounts & Passwords"","steps":[{"note":null,"overlay":null,"text":"Press Settings ."},{"note":null,"overlay":null,"text":"Press Accounts & Passwords ."}],"content":"
  • Press Settings.
  • Press Accounts & Passwords.
","info":""},{"title":"Create new email account","steps":[{"note":null,"overlay":null,"text":"Press Add Account ."},{"note":"If the name of your email provider is on the list, press this instead.","overlay":null,"text":"Press Other ."},{"note":null,"overlay":null,"text":"Press Add Mail Account ."}],"content":"
  • Press Add Account.
  • Press Other.
  • Press Add Mail Account.
","info":""},{"title":"Enter sender name","steps":[{"note":null,"overlay":null,"text":"Press Name and key in the required sender name."}],"content":"
  • Press Name and key in the required sender name.
","info":""},{"title":"Enter email address","steps":[{"note":null,"overlay":null,"text":"Press Email and key in your email address."}],"content":"
  • Press Email and key in your email address.
","info":""},{"title":"Enter password","steps":[{"note":null,"overlay":null,"text":"Press Password and key in the password for your email account."}],"content":"
  • Press Password and key in the password for your email account.
","info":""},{"title":"Enter email account name","steps":[{"note":null,"overlay":null,"text":"Press Description and key in the required name."},{"note":null,"overlay":null,"text":"Press Next ."},{"note":null,"overlay":null,"text":"If this screen is displayed, you email account has been recognised and set up automatically. Follow the instructions on the screen to key in more information and finish setting up your phone."}],"content":"
  • Press Description and key in the required name.
  • Press Next.
  • If this screen is displayed, you email account has been recognised and set up automatically. Follow the instructions on the screen to key in more information and finish setting up your phone.
","info":""},{"title":"Select server type","steps":[{"note":null,"overlay":null,"text":"Press IMAP ."}],"content":"
  • Press IMAP.
","info":""},{"title":"Enter incoming server","steps":[{"note":null,"overlay":null,"text":"Press Host Name and key in the name of your email provider's incoming server."}],"content":"
  • Press Host Name and key in the name of your email provider's incoming server.
","info":""},{"title":"Enter username","steps":[{"note":null,"overlay":null,"text":"Press Username and key in the username for your email account."}],"content":"
  • Press Username and key in the username for your email account.
","info":""},{"title":"Enter outgoing server","steps":[{"note":null,"overlay":null,"text":"Press Host Name and key in the name of your email provider's outgoing server."}],"content":"
  • Press Host Name and key in the name of your email provider's outgoing server.
","info":""},{"title":"Enter username","steps":[{"note":null,"overlay":null,"text":"Press Username and key in the username for your email account."}],"content":"
  • Press Username and key in the username for your email account.
","info":""},{"title":"Enter password","steps":[{"note":null,"overlay":null,"text":"Press Password and key in the password for your email account."},{"note":null,"overlay":null,"text":"Press Next ."},{"note":null,"overlay":null,"text":"Press Save . Your email account has now been set up. To select more settings for incoming and outgoing server, proceed with the following steps."}],"content":"
  • Press Password and key in the password for your email account.
  • Press Next.
  • Press Save. Your email account has now been set up. To select more settings for incoming and outgoing server, proceed with the following steps.
","info":""},{"title":"Select email account","steps":[{"note":null,"overlay":null,"text":"Press the name of the email account you've just set up."},{"note":null,"overlay":null,"text":"Press Account ."}],"content":"
  • Press the name of the email account you've just set up.
  • Press Account.
","info":""},{"title":"Turn off encryption of outgoing email messages","steps":[{"note":null,"overlay":null,"text":"Press SMTP ."},{"note":null,"overlay":null,"text":"Press the field below "PRIMARY SERVER" ."},{"note":null,"overlay":null,"text":"Press the indicator next to "Use SSL" to turn off the function."}],"content":"
  • Press SMTP.
  • Press the field below "PRIMARY SERVER".
  • Press the indicator next to "Use SSL" to turn off the function.
","info":""},{"title":"Turn off password encryption","steps":[{"note":null,"overlay":null,"text":"Press Authentication ."},{"note":null,"overlay":null,"text":"Press Password ."},{"note":null,"overlay":null,"text":"Press arrow left ."}],"content":"
  • Press Authentication.
  • Press Password.
  • Press arrow left.
","info":""},{"title":"Enter outgoing port","steps":[{"note":null,"overlay":{"top":898,"left":445,"text":"25","position":1},"text":"Press Server Port and key in 25 ."},{"note":null,"overlay":null,"text":"Press Done ."},{"note":null,"overlay":null,"text":"Press arrow left ."}],"content":"
  • Press Server Port and key in 25.
  • Press Done.
  • Press arrow left.
","info":""},{"title":"Turn off encryption of incoming email messages","steps":[{"note":null,"overlay":null,"text":"Press Advanced ."},{"note":null,"overlay":null,"text":"Press the indicator next to "Use SSL" to turn off the function."}],"content":"
  • Press Advanced.
  • Press the indicator next to "Use SSL" to turn off the function.
","info":""},{"title":"Turn off password encryption","steps":[{"note":null,"overlay":null,"text":"Press Authentication ."},{"note":null,"overlay":null,"text":"Press Password ."},{"note":null,"overlay":null,"text":"Press arrow left ."}],"content":"
  • Press Authentication.
  • Press Password.
  • Press arrow left.
","info":""},{"title":"Enter incoming port","steps":[{"note":null,"overlay":{"top":1025,"left":470,"text":"143","position":1},"text":"Press Server Port and key in 143 ."},{"note":null,"overlay":null,"text":"Press arrow left ."},{"note":null,"overlay":null,"text":"Press Done ."},{"note":null,"overlay":null,"text":"Press arrow left ."}],"content":"
  • Press Server Port and key in 143.
  • Press arrow left.
  • Press Done.
  • Press arrow left.
","info":""},{"title":"Select setting for retrieval of new email messages","steps":[{"note":null,"overlay":null,"text":"Press Fetch New Data ."},{"note":null,"overlay":null,"text":"Press the indicator next to "Push" to turn the function on or off."},{"note":null,"overlay":null,"text":"If you turn off the function, press the required setting ."},{"note":null,"overlay":null,"text":"Press the required email account and follow the instructions on the screen to select settings for the specific account."}],"content":"
  • Press Fetch New Data.
  • Press the indicator next to "Push" to turn the function on or off.
  • If you turn off the function, press the required setting.
  • Press the required email account and follow the instructions on the screen to select settings for the specific account.
","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Press the Home key to return to the home screen."}],"content":"
  • Press the Home key to return to the home screen.
","info":""}],"name":"Setting up your phone for IMAP email","description":"You can set up your phone to send and receive email messages from your email accounts. Using IMAP, your email messages are kept on the server and are synchronised between all of your devices. You're then able to access your email messages from other devices. To set up your phone for IMAP email, you need to set up your phone for internet .","id":231,"deviceId":10003},"content":"Set up your phone for IMAP email ."},{"name":"Your phone hasn't been correctly set up for POP3 email","description":"To send and receive email messages using POP3, your phone needs to be correctly set up for email.","guide":{"blocks":[{"title":"Find "Accounts & Passwords"","steps":[{"note":null,"overlay":null,"text":"Press Settings ."},{"note":null,"overlay":null,"text":"Press Accounts & Passwords ."}],"content":"
  • Press Settings.
  • Press Accounts & Passwords.
","info":""},{"title":"Create new email account","steps":[{"note":null,"overlay":null,"text":"Press Add Account ."},{"note":"If the name of your email provider is on the list, press this instead.","overlay":null,"text":"Press Other ."},{"note":null,"overlay":null,"text":"Press Add Mail Account ."}],"content":"
  • Press Add Account.
  • Press Other.
  • Press Add Mail Account.
","info":""},{"title":"Enter sender name","steps":[{"note":null,"overlay":null,"text":"Press Name and key in the required sender name."}],"content":"
  • Press Name and key in the required sender name.
","info":""},{"title":"Enter email address","steps":[{"note":null,"overlay":null,"text":"Press Email and key in your email address."}],"content":"
  • Press Email and key in your email address.
","info":""},{"title":"Enter password","steps":[{"note":null,"overlay":null,"text":"Press Password and key in the password for your email account."}],"content":"
  • Press Password and key in the password for your email account.
","info":""},{"title":"Enter email account name","steps":[{"note":null,"overlay":null,"text":"Press Description and key in the required name."},{"note":null,"overlay":null,"text":"Press Next ."},{"note":null,"overlay":null,"text":"If this screen is displayed, you email account has been recognised and set up automatically. Follow the instructions on the screen to key in more information and finish setting up your phone."}],"content":"
  • Press Description and key in the required name.
  • Press Next.
  • If this screen is displayed, you email account has been recognised and set up automatically. Follow the instructions on the screen to key in more information and finish setting up your phone.
","info":""},{"title":"Select server type","steps":[{"note":null,"overlay":null,"text":"Press POP ."}],"content":"
  • Press POP.
","info":""},{"title":"Enter incoming server","steps":[{"note":null,"overlay":null,"text":"Press Host Name and key in the name of your email provider's incoming server."}],"content":"
  • Press Host Name and key in the name of your email provider's incoming server.
","info":""},{"title":"Enter username","steps":[{"note":null,"overlay":null,"text":"Press Username and key in the username for your email account."}],"content":"
  • Press Username and key in the username for your email account.
","info":""},{"title":"Enter outgoing server","steps":[{"note":null,"overlay":null,"text":"Press Host Name and key in the name of your email provider's outgoing server."}],"content":"
  • Press Host Name and key in the name of your email provider's outgoing server.
","info":""},{"title":"Enter username","steps":[{"note":null,"overlay":null,"text":"Press Username and key in the username for your email account."}],"content":"
  • Press Username and key in the username for your email account.
","info":""},{"title":"Enter password","steps":[{"note":null,"overlay":null,"text":"Press Password and key in the password for your email account."},{"note":null,"overlay":null,"text":"Press Save . Your email account has now been set up. To select more settings for incoming and outgoing server, proceed with the following steps."}],"content":"
  • Press Password and key in the password for your email account.
  • Press Save. Your email account has now been set up. To select more settings for incoming and outgoing server, proceed with the following steps.
","info":""},{"title":"Select email account","steps":[{"note":null,"overlay":null,"text":"Press the name of the email account you've just set up."}],"content":"
  • Press the name of the email account you've just set up.
","info":""},{"title":"Turn off encryption of outgoing email messages","steps":[{"note":null,"overlay":null,"text":"Press SMTP ."},{"note":null,"overlay":null,"text":"Press the field below "PRIMARY SERVER" ."},{"note":null,"overlay":null,"text":"Press the indicator next to "Use SSL" to turn off the function."}],"content":"
  • Press SMTP.
  • Press the field below "PRIMARY SERVER".
  • Press the indicator next to "Use SSL" to turn off the function.
","info":""},{"title":"Turn off password encryption","steps":[{"note":null,"overlay":null,"text":"Press Authentication ."},{"note":null,"overlay":null,"text":"Press Password ."},{"note":null,"overlay":null,"text":"Press arrow left ."}],"content":"
  • Press Authentication.
  • Press Password.
  • Press arrow left.
","info":""},{"title":"Enter outgoing port","steps":[{"note":null,"overlay":{"top":895,"left":484,"text":"25","position":1},"text":"Press Server Port and key in 25 ."},{"note":null,"overlay":null,"text":"Press Done ."},{"note":null,"overlay":null,"text":"Press arrow left ."}],"content":"
  • Press Server Port and key in 25.
  • Press Done.
  • Press arrow left.
","info":""},{"title":"Turn off encryption of incoming email messages","steps":[{"note":null,"overlay":null,"text":"Press Advanced ."},{"note":null,"overlay":null,"text":"Press the indicator next to "Use SSL" to turn off the function."}],"content":"
  • Press Advanced.
  • Press the indicator next to "Use SSL" to turn off the function.
","info":""},{"title":"Turn off password encryption","steps":[{"note":null,"overlay":null,"text":"Press Authentication ."},{"note":null,"overlay":null,"text":"Press Password ."},{"note":null,"overlay":null,"text":"Press arrow left ."}],"content":"
  • Press Authentication.
  • Press Password.
  • Press arrow left.
","info":""},{"title":"Enter incoming port","steps":[{"note":null,"overlay":{"top":1018,"left":435,"text":"110","position":1},"text":"Press Server Port and key in 110 ."},{"note":null,"overlay":null,"text":"Press arrow left ."},{"note":null,"overlay":null,"text":"Press Done ."}],"content":"
  • Press Server Port and key in 110.
  • Press arrow left.
  • Press Done.
","info":""},{"title":"Select setting for retrieval of new email messages","steps":[{"note":null,"overlay":null,"text":"Press Fetch New Data ."},{"note":null,"overlay":null,"text":"Press the indicator next to "Push" to turn the function on or off."},{"note":null,"overlay":null,"text":"If you turn off the function, press the required setting ."},{"note":null,"overlay":null,"text":"Press the required email account and follow the instructions on the screen to select settings for the specific account."}],"content":"
  • Press Fetch New Data.
  • Press the indicator next to "Push" to turn the function on or off.
  • If you turn off the function, press the required setting.
  • Press the required email account and follow the instructions on the screen to select settings for the specific account.
","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Press the Home key to return to the home screen."}],"content":"
  • Press the Home key to return to the home screen.
","info":""}],"name":"Setting up your phone for POP3 email","description":"You can set up your phone to send and receive email messages from your email accounts. Using POP3, your email messages are retrieved to your phone and at the same time they are deleted from the server. You're then not able to access your email messages from other devices. To set up your phone for POP3 email, you need to set up your phone for internet .","id":65,"deviceId":10003},"content":"Set up your phone for POP3 email ."}],"intro":{"relatedProblemPath":"/content/ee-web/en_GB/help/help-new/phones-and-devices/apple/iphone-6-ios-11-0#connectivity/troubleshooting/it-s-not-possible-to-use-my-phone-s-internet-connection","relatedProblemId":21,"condition":"Can you use your phone's internet connection?","question":"It's important to find out if you can use your phone's internet connection. If you can't use your phone's internet connection, you need to solve this problem first. When the problem is solved, you will most likely also be able to send and receive email messages."},"name":"It's not possible to send and receive email messages","description":"If you can't send and receive email messages, there may be several causes of the problem.","textWhenNotSolved":"Unfortunately, our troubleshooting system can't solve the problem with your phone. Please go to our device repair page for more help.","id":15}

It's not possible to send and receive email messages

If you can't send and receive email messages, there may be several causes of the problem.

It's important to find out if you can use your phone's internet connection. If you can't use your phone's internet connection, you need to solve this problem first. When the problem is solved, you will most likely also be able to send and receive email messages.

Can you use your phone's internet connection?

Yes No

We found 4 possible solutions to your problem.

Click Start the guide to see the solutions.

Solution 1 of 4: The incoming or outgoing mail server isn't available
Depending on which mobile network or Wi-Fi network you're connected to, your provider's email servers may be unavailable.
Contact your email provider for the correct settings for the incoming or outgoing server.
Previous slide
Solution 2 of 4: The email message isn't written correctly
You can send and receive email messages from your email accounts. To send and receive email messages, you need to set up your phone for email .
Previous slide
Step 1 of 13

Press Mail.

Step 2 of 13

Press arrow left.

Step 3 of 13

Press the required email account.

Step 4 of 13

Press the new email message icon.

Step 5 of 13

Press To and key in the first letters of the recipient's name.

Step 6 of 13

Press the required contact.

Step 7 of 13

Press Subject and key in the required subject.

Step 8 of 13

Press the text input field and write the text for your email message.

Step 9 of 13

Press and hold the text input field until a pop-up menu is displayed.

Step 10 of 13

Press Insert Photo or Video and follow the instructions on the screen to attach a picture or a video clip.

Step 11 of 13

Press Add Attachment and follow the instructions on the screen to attach a document.

Step 12 of 13

Press Send.

Step 13 of 13

Press the Home key to return to the home screen.

Solution 3 of 4: Your phone hasn't been correctly set up for IMAP email
You can set up your phone to send and receive email messages from your email accounts. Using IMAP, your email messages are kept on the server and are synchronised between all of your devices. You're then able to access your email messages from other devices. To set up your phone for IMAP email, you need to set up your phone for internet .
Previous slide
Step 1 of 44

Press Settings.

Step 2 of 44

Press Accounts & Passwords.

Step 3 of 44

Press Add Account.

Step 4 of 44

Press Other.

Step 5 of 44

Press Add Mail Account.

Step 6 of 44

Press Name and key in the required sender name.

Step 7 of 44

Press Email and key in your email address.

Step 8 of 44

Press Password and key in the password for your email account.

Step 9 of 44

Press Description and key in the required name.

Step 10 of 44

Press Next.

Step 11 of 44

If this screen is displayed, you email account has been recognised and set up automatically. Follow the instructions on the screen to key in more information and finish setting up your phone.

Step 12 of 44

Press IMAP.

Step 13 of 44

Press Host Name and key in the name of your email provider's incoming server.

Step 14 of 44

Press Username and key in the username for your email account.

Step 15 of 44

Press Host Name and key in the name of your email provider's outgoing server.

Step 16 of 44

Press Username and key in the username for your email account.

Step 17 of 44

Press Password and key in the password for your email account.

Step 18 of 44

Press Next.

Step 19 of 44

Press Save. Your email account has now been set up. To select more settings for incoming and outgoing server, proceed with the following steps.

Step 20 of 44

Press the name of the email account you've just set up.

Step 21 of 44

Press Account.

Step 22 of 44

Press SMTP.

Step 23 of 44

Press the field below "PRIMARY SERVER".

Step 24 of 44

Press the indicator next to "Use SSL" to turn off the function.

Step 25 of 44

Press Authentication.

Step 26 of 44

Press Password.

Step 27 of 44

Press arrow left.

25
Step 28 of 44

Press Server Port and key in 25.

Step 29 of 44

Press Done.

Step 30 of 44

Press arrow left.

Step 31 of 44

Press Advanced.

Step 32 of 44

Press the indicator next to "Use SSL" to turn off the function.

Step 33 of 44

Press Authentication.

Step 34 of 44

Press Password.

Step 35 of 44

Press arrow left.

143
Step 36 of 44

Press Server Port and key in 143.

Step 37 of 44

Press arrow left.

Step 38 of 44

Press Done.

Step 39 of 44

Press arrow left.

Step 40 of 44

Press Fetch New Data.

Step 41 of 44

Press the indicator next to "Push" to turn the function on or off.

Step 42 of 44

If you turn off the function, press the required setting.

Step 43 of 44

Press the required email account and follow the instructions on the screen to select settings for the specific account.

Step 44 of 44

Press the Home key to return to the home screen.

Solution 4 of 4: Your phone hasn't been correctly set up for POP3 email
You can set up your phone to send and receive email messages from your email accounts. Using POP3, your email messages are retrieved to your phone and at the same time they are deleted from the server. You're then not able to access your email messages from other devices. To set up your phone for POP3 email, you need to set up your phone for internet .
Previous slide
Step 1 of 41

Press Settings.

Step 2 of 41

Press Accounts & Passwords.

Step 3 of 41

Press Add Account.

Step 4 of 41

Press Other.

Step 5 of 41

Press Add Mail Account.

Step 6 of 41

Press Name and key in the required sender name.

Step 7 of 41

Press Email and key in your email address.

Step 8 of 41

Press Password and key in the password for your email account.

Step 9 of 41

Press Description and key in the required name.

Step 10 of 41

Press Next.

Step 11 of 41

If this screen is displayed, you email account has been recognised and set up automatically. Follow the instructions on the screen to key in more information and finish setting up your phone.

Step 12 of 41

Press POP.

Step 13 of 41

Press Host Name and key in the name of your email provider's incoming server.

Step 14 of 41

Press Username and key in the username for your email account.

Step 15 of 41

Press Host Name and key in the name of your email provider's outgoing server.

Step 16 of 41

Press Username and key in the username for your email account.

Step 17 of 41

Press Password and key in the password for your email account.

Step 18 of 41

Press Save. Your email account has now been set up. To select more settings for incoming and outgoing server, proceed with the following steps.

Step 19 of 41

Press the name of the email account you've just set up.

Step 20 of 41

Press SMTP.

Step 21 of 41

Press the field below "PRIMARY SERVER".

Step 22 of 41

Press the indicator next to "Use SSL" to turn off the function.

Step 23 of 41

Press Authentication.

Step 24 of 41

Press Password.

Step 25 of 41

Press arrow left.

25
Step 26 of 41

Press Server Port and key in 25.

Step 27 of 41

Press Done.

Step 28 of 41

Press arrow left.

Step 29 of 41

Press Advanced.

Step 30 of 41

Press the indicator next to "Use SSL" to turn off the function.

Step 31 of 41

Press Authentication.

Step 32 of 41

Press Password.

Step 33 of 41

Press arrow left.

110
Step 34 of 41

Press Server Port and key in 110.

Step 35 of 41

Press arrow left.

Step 36 of 41

Press Done.

Step 37 of 41

Press Fetch New Data.

Step 38 of 41

Press the indicator next to "Push" to turn the function on or off.

Step 39 of 41

If you turn off the function, press the required setting.

Step 40 of 41

Press the required email account and follow the instructions on the screen to select settings for the specific account.

Step 41 of 41

Press the Home key to return to the home screen.

Unfortunately, our troubleshooting system can't solve the problem with your phone. Please go to our device repair page for more help.
We are pleased that the problem was solved.
Last updated: 4/4/2019
Simon H posted this. Got a comment? Good or bad, we'd be pleased to hear from you.
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