{"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 "Gmail"","steps":[{"note":null,"overlay":null,"text":"Slide your finger upwards starting from the bottom of the screen."},{"note":null,"overlay":null,"text":"Press Gmail ."}],"content":"
  • Slide your finger upwards starting from the bottom of the screen.
  • Press Gmail.
","info":""},{"title":"Select email account","steps":[{"note":null,"overlay":null,"text":"Press the email account icon ."},{"note":null,"overlay":null,"text":"Press the required email account ."}],"content":"
  • Press the email account icon.
  • Press the required email account.
","info":""},{"title":"Create new email message","steps":[{"note":null,"overlay":null,"text":"Press the new email icon ."}],"content":"
  • Press the new email 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."}],"content":"
  • Press the text input field and write the text for your email.
","info":""},{"title":"Attach file","steps":[{"note":null,"overlay":null,"text":"Press the attachment icon ."},{"note":null,"overlay":null,"text":"Press Attach file and go to the required folder."},{"note":null,"overlay":null,"text":"Press the required file ."}],"content":"
  • Press the attachment icon.
  • Press Attach file and go to the required folder.
  • Press the required file.
","info":""},{"title":"Send the email message","steps":[{"note":null,"overlay":null,"text":"Press the send icon when you've finished your email."}],"content":"
  • Press the send icon when you've finished your email.
","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":15537},"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"","steps":[{"note":null,"overlay":null,"text":"Slide two fingers downwards starting from the top of the screen."},{"note":null,"overlay":null,"text":"Press the settings icon ."},{"note":null,"overlay":null,"text":"Press Accounts ."}],"content":"
  • Slide two fingers downwards starting from the top of the screen.
  • Press the settings icon.
  • Press Accounts.
","info":""},{"title":"Create new email account","steps":[{"note":null,"overlay":null,"text":"Press Add account ."}],"content":"
  • Press Add account.
","info":""},{"title":"Select server type","steps":[{"note":null,"overlay":null,"text":"Press Personal (IMAP) ."}],"content":"
  • Press Personal (IMAP).
","info":""},{"title":"Enter email address","steps":[{"note":null,"overlay":null,"text":"Press the field below "Enter your email address" and key in your email address."},{"note":null,"overlay":null,"text":"Press NEXT ."}],"content":"
  • Press the field below "Enter your email address" and key in your email address.
  • Press NEXT.
","info":""},{"title":"Enter password","steps":[{"note":null,"overlay":null,"text":"Press the field below "Password" and key in the password for your email account."},{"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 the field below "Password" and key in the password for your email account.
  • 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":"Enter username","steps":[{"note":null,"overlay":null,"text":"Press the field below "Username" and key in the username for your email account."}],"content":"
  • Press the field below "Username" and key in the username for your email account.
","info":""},{"title":"Enter incoming server","steps":[{"note":null,"overlay":null,"text":"Press the field below "Server" and key in the name of your email provider's incoming server."}],"content":"
  • Press the field below "Server" and key in the name of your email provider's incoming server.
","info":""},{"title":"Enter incoming port","steps":[{"note":null,"overlay":{"top":1920,"left":700,"text":"143","position":0},"text":"Press the field below "Port" and key in 143 ."}],"content":"
  • Press the field below "Port" and key in 143.
","info":""},{"title":"Turn off encryption of incoming email","steps":[{"note":null,"overlay":null,"text":"Press the drop down list below "Security type" ."},{"note":null,"overlay":null,"text":"Press None to turn off the function."},{"note":null,"overlay":null,"text":"Press NEXT ."}],"content":"
  • Press the drop down list below "Security type".
  • Press None to turn off the function.
  • Press NEXT.
","info":""},{"title":"Turn on SMTP authentication","steps":[{"note":null,"overlay":null,"text":"Press the field next to "Require sign-in" to turn on the function."},{"note":null,"overlay":null,"text":"Press the field below "Username" and key in the username of your email provider's outgoing server."},{"note":null,"overlay":null,"text":"Press the field below "Password" and key in the password of your email provider's outgoing server."}],"content":"
  • Press the field next to "Require sign-in" to turn on the function.
  • Press the field below "Username" and key in the username of your email provider's outgoing server.
  • Press the field below "Password" and key in the password of your email provider's outgoing server.
","info":""},{"title":"Enter outgoing server","steps":[{"note":null,"overlay":null,"text":"Press the field below "SMTP server" and key in the name of your email provider's outgoing server."}],"content":"
  • Press the field below "SMTP server" and key in the name of your email provider's outgoing server.
","info":""},{"title":"Enter outgoing port","steps":[{"note":null,"overlay":{"top":2082,"left":720,"text":"25","position":0},"text":"Press the field below "Port" and key in 25 ."}],"content":"
  • Press the field below "Port" and key in 25.
","info":""},{"title":"Turn off encryption of outgoing email","steps":[{"note":null,"overlay":null,"text":"Press the drop down list below "Security type" ."},{"note":null,"overlay":null,"text":"Press None to turn off the function."},{"note":null,"overlay":null,"text":"Press NEXT ."}],"content":"
  • Press the drop down list below "Security type".
  • Press None to turn off the function.
  • Press NEXT.
","info":""},{"title":"Select setting for retrieval of new email","steps":[{"note":null,"overlay":null,"text":"Press the drop down list below "Sync frequency:" ."},{"note":null,"overlay":null,"text":"Press the required setting ."}],"content":"
  • Press the drop down list below "Sync frequency:".
  • Press the required setting.
","info":""},{"title":"Turn email notifications on or off","steps":[{"note":null,"overlay":null,"text":"Press the field next to "Notify me when emails arrive" to turn the function on or off."}],"content":"
  • Press the field next to "Notify me when emails arrive" to turn the function on or off.
","info":""},{"title":"Turn on email synchronisation","steps":[{"note":null,"overlay":null,"text":"Press the field next to "Sync email for this account" to turn on the function."},{"note":null,"overlay":null,"text":"Press NEXT ."}],"content":"
  • Press the field next to "Sync email for this account" to turn on the function.
  • Press NEXT.
","info":""},{"title":"Enter email account name","steps":[{"note":null,"overlay":null,"text":"Press the field below "Account name (optional)" and key in the required name."}],"content":"
  • Press the field below "Account name (optional)" and key in the required name.
","info":""},{"title":"Enter sender name","steps":[{"note":null,"overlay":null,"text":"Press Your name and key in the required sender name."},{"note":null,"overlay":null,"text":"Press NEXT ."}],"content":"
  • Press Your name and key in the required sender name.
  • Press NEXT.
","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. To set up your phone for IMAP email, you need to set up your phone for internet .","id":231,"deviceId":15537},"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"","steps":[{"note":null,"overlay":null,"text":"Slide two fingers downwards starting from the top of the screen."},{"note":null,"overlay":null,"text":"Press the settings icon ."},{"note":null,"overlay":null,"text":"Press Accounts ."}],"content":"
  • Slide two fingers downwards starting from the top of the screen.
  • Press the settings icon.
  • Press Accounts.
","info":""},{"title":"Create new email account","steps":[{"note":null,"overlay":null,"text":"Press Add account ."}],"content":"
  • Press Add account.
","info":""},{"title":"Select server type","steps":[{"note":null,"overlay":null,"text":"Press Personal (POP3) ."}],"content":"
  • Press Personal (POP3).
","info":""},{"title":"Enter email address","steps":[{"note":null,"overlay":null,"text":"Press the field below "Enter your email address" and key in your email address."},{"note":null,"overlay":null,"text":"Press NEXT ."}],"content":"
  • Press the field below "Enter your email address" and key in your email address.
  • Press NEXT.
","info":""},{"title":"Enter password","steps":[{"note":null,"overlay":null,"text":"Press the field below "Password" and key in the password for your email account."},{"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 the field below "Password" and key in the password for your email account.
  • 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":"Enter username","steps":[{"note":null,"overlay":null,"text":"Press the field below "Username" and key in the username for your email account."}],"content":"
  • Press the field below "Username" and key in the username for your email account.
","info":""},{"title":"Enter incoming server","steps":[{"note":null,"overlay":null,"text":"Press the field below "Server" and key in the name of your email provider's incoming server."}],"content":"
  • Press the field below "Server" and key in the name of your email provider's incoming server.
","info":""},{"title":"Enter incoming port","steps":[{"note":null,"overlay":{"top":1913,"left":694,"text":"110","position":0},"text":"Press the field below "Port" and key in 110 ."}],"content":"
  • Press the field below "Port" and key in 110.
","info":""},{"title":"Turn off encryption of incoming email","steps":[{"note":null,"overlay":null,"text":"Press the drop down list below "Security type" ."},{"note":null,"overlay":null,"text":"Press None to turn off the function."}],"content":"
  • Press the drop down list below "Security type".
  • Press None to turn off the function.
","info":""},{"title":"Turn deletion of email messages on server on or off","steps":[{"note":null,"overlay":null,"text":"Press the drop down list below "Delete emails from server" ."},{"note":null,"overlay":null,"text":"Press Never to keep email on the server when you delete them on your phone."},{"note":null,"overlay":null,"text":"Press When I delete from Inbox to delete email on the server when you delete them on your phone."},{"note":null,"overlay":null,"text":"Press NEXT ."}],"content":"
  • Press the drop down list below "Delete emails from server".
  • Press Never to keep email on the server when you delete them on your phone.
  • Press When I delete from Inbox to delete email on the server when you delete them on your phone.
  • Press NEXT.
","info":""},{"title":"Turn on SMTP authentication","steps":[{"note":null,"overlay":null,"text":"Press the indicator next to "Require sign-in" to turn on the function."},{"note":null,"overlay":null,"text":"Press the field below "Username" and key in the username of your email provider's outgoing server."},{"note":null,"overlay":null,"text":"Press the field below "Password" and key in the password of your email provider's outgoing server."}],"content":"
  • Press the indicator next to "Require sign-in" to turn on the function.
  • Press the field below "Username" and key in the username of your email provider's outgoing server.
  • Press the field below "Password" and key in the password of your email provider's outgoing server.
","info":""},{"title":"Enter outgoing server","steps":[{"note":null,"overlay":null,"text":"Press the field below "SMTP server" and key in the name of your email provider's outgoing server."}],"content":"
  • Press the field below "SMTP server" and key in the name of your email provider's outgoing server.
","info":""},{"title":"Enter outgoing port","steps":[{"note":null,"overlay":{"top":2088,"left":694,"text":"25","position":0},"text":"Press the field below "Port" and key in 25 ."}],"content":"
  • Press the field below "Port" and key in 25.
","info":""},{"title":"Turn off encryption of outgoing email","steps":[{"note":null,"overlay":null,"text":"Press the drop down list below "Security type" ."},{"note":null,"overlay":null,"text":"Press None to turn off the function."},{"note":null,"overlay":null,"text":"Press NEXT ."}],"content":"
  • Press the drop down list below "Security type".
  • Press None to turn off the function.
  • Press NEXT.
","info":""},{"title":"Select setting for retrieval of new email","steps":[{"note":null,"overlay":null,"text":"Press the drop down list below "Sync frequency:" ."},{"note":null,"overlay":null,"text":"Press the required setting ."}],"content":"
  • Press the drop down list below "Sync frequency:".
  • Press the required setting.
","info":""},{"title":"Turn email notifications on or off","steps":[{"note":null,"overlay":null,"text":"Press the field next to "Notify me when emails arrive" to turn the function on or off."}],"content":"
  • Press the field next to "Notify me when emails arrive" to turn the function on or off.
","info":""},{"title":"Turn on email synchronisation","steps":[{"note":null,"overlay":null,"text":"Press the field next to "Sync email for this account" to turn on the function."},{"note":null,"overlay":null,"text":"Press NEXT ."}],"content":"
  • Press the field next to "Sync email for this account" to turn on the function.
  • Press NEXT.
","info":""},{"title":"Enter email account name","steps":[{"note":null,"overlay":null,"text":"Press the field below "Account name (optional)" and key in the required name."}],"content":"
  • Press the field below "Account name (optional)" and key in the required name.
","info":""},{"title":"Enter sender name","steps":[{"note":null,"overlay":null,"text":"Press Your name and key in the required sender name."},{"note":null,"overlay":null,"text":"Press NEXT ."}],"content":"
  • Press Your name and key in the required sender name.
  • Press NEXT.
","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. To set up your phone for POP3 email, you need to set up your phone for internet .","id":65,"deviceId":15537},"content":"Set up your phone for POP3 email ."}],"intro":{"relatedProblemPath":"/content/ee-web/en_GB/help/help-new/phones-and-devices/google/pixel-3-xl#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 14

Slide your finger upwards starting from the bottom of the screen.

Step 2 of 14

Press Gmail.

Step 3 of 14

Press the email account icon.

Step 4 of 14

Press the required email account.

Step 5 of 14

Press the new email icon.

Step 6 of 14

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

Step 7 of 14

Press the required contact.

Step 8 of 14

Press Subject and key in the required subject.

Step 9 of 14

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

Step 10 of 14

Press the attachment icon.

Step 11 of 14

Press Attach file and go to the required folder.

Step 12 of 14

Press the required file.

Step 13 of 14

Press the send icon when you've finished your email.

Step 14 of 14

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. To set up your phone for IMAP email, you need to set up your phone for internet .
Previous slide
Step 1 of 33

Slide two fingers downwards starting from the top of the screen.

Step 2 of 33

Press the settings icon.

Step 3 of 33

Press Accounts.

Step 4 of 33

Press Add account.

Step 5 of 33

Press Personal (IMAP).

Step 6 of 33

Press the field below "Enter your email address" and key in your email address.

Step 7 of 33

Press NEXT.

Step 8 of 33

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

Step 9 of 33

Press NEXT.

Step 10 of 33

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 11 of 33

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

Step 12 of 33

Press the field below "Server" and key in the name of your email provider's incoming server.

143
Step 13 of 33

Press the field below "Port" and key in 143.

Step 14 of 33

Press the drop down list below "Security type".

Step 15 of 33

Press None to turn off the function.

Step 16 of 33

Press NEXT.

Step 17 of 33

Press the field next to "Require sign-in" to turn on the function.

Step 18 of 33

Press the field below "Username" and key in the username of your email provider's outgoing server.

Step 19 of 33

Press the field below "Password" and key in the password of your email provider's outgoing server.

Step 20 of 33

Press the field below "SMTP server" and key in the name of your email provider's outgoing server.

25
Step 21 of 33

Press the field below "Port" and key in 25.

Step 22 of 33

Press the drop down list below "Security type".

Step 23 of 33

Press None to turn off the function.

Step 24 of 33

Press NEXT.

Step 25 of 33

Press the drop down list below "Sync frequency:".

Step 26 of 33

Press the required setting.

Step 27 of 33

Press the field next to "Notify me when emails arrive" to turn the function on or off.

Step 28 of 33

Press the field next to "Sync email for this account" to turn on the function.

Step 29 of 33

Press NEXT.

Step 30 of 33

Press the field below "Account name (optional)" and key in the required name.

Step 31 of 33

Press Your name and key in the required sender name.

Step 32 of 33

Press NEXT.

Step 33 of 33

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. To set up your phone for POP3 email, you need to set up your phone for internet .
Previous slide
Step 1 of 36

Slide two fingers downwards starting from the top of the screen.

Step 2 of 36

Press the settings icon.

Step 3 of 36

Press Accounts.

Step 4 of 36

Press Add account.

Step 5 of 36

Press Personal (POP3).

Step 6 of 36

Press the field below "Enter your email address" and key in your email address.

Step 7 of 36

Press NEXT.

Step 8 of 36

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

Step 9 of 36

Press NEXT.

Step 10 of 36

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 11 of 36

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

Step 12 of 36

Press the field below "Server" and key in the name of your email provider's incoming server.

110
Step 13 of 36

Press the field below "Port" and key in 110.

Step 14 of 36

Press the drop down list below "Security type".

Step 15 of 36

Press None to turn off the function.

Step 16 of 36

Press the drop down list below "Delete emails from server".

Step 17 of 36

Press Never to keep email on the server when you delete them on your phone.

Step 18 of 36

Press When I delete from Inbox to delete email on the server when you delete them on your phone.

Step 19 of 36

Press NEXT.

Step 20 of 36

Press the indicator next to "Require sign-in" to turn on the function.

Step 21 of 36

Press the field below "Username" and key in the username of your email provider's outgoing server.

Step 22 of 36

Press the field below "Password" and key in the password of your email provider's outgoing server.

Step 23 of 36

Press the field below "SMTP server" and key in the name of your email provider's outgoing server.

25
Step 24 of 36

Press the field below "Port" and key in 25.

Step 25 of 36

Press the drop down list below "Security type".

Step 26 of 36

Press None to turn off the function.

Step 27 of 36

Press NEXT.

Step 28 of 36

Press the drop down list below "Sync frequency:".

Step 29 of 36

Press the required setting.

Step 30 of 36

Press the field next to "Notify me when emails arrive" to turn the function on or off.

Step 31 of 36

Press the field next to "Sync email for this account" to turn on the function.

Step 32 of 36

Press NEXT.

Step 33 of 36

Press the field below "Account name (optional)" and key in the required name.

Step 34 of 36

Press Your name and key in the required sender name.

Step 35 of 36

Press NEXT.

Step 36 of 36

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: 28/3/2019
Simon H posted this. Got a comment? Good or bad, we'd be pleased to hear from you.
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