{"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 "Email"","steps":[{"note":null,"overlay":null,"text":"Press Email."}],"content":"
  • Press Email.
","info":""},{"title":"Select email account","steps":[{"note":null,"overlay":null,"text":"Slide your finger right starting from the left side of the screen."},{"note":null,"overlay":null,"text":"Press the required email account."}],"content":"
  • Slide your finger right starting from the left side of the screen.
  • 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 the field next to "Subject" and key in the required subject."}],"content":"
  • Press the field next to "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 the attachment icon."},{"note":null,"overlay":null,"text":"Press Files and go to the required folder."},{"note":null,"overlay":null,"text":"Press the required file."},{"note":null,"overlay":null,"text":"Press the confirm icon."}],"content":"
  • Press the attachment icon.
  • Press Files and go to the required folder.
  • Press the required file.
  • Press the confirm icon.
","info":""},{"title":"Send the email message","steps":[{"note":null,"overlay":null,"text":"Press the send icon when you've finished your email message."}],"content":"
  • Press the send icon when you've finished your email message.
","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":14156},"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 "Users & accounts"","steps":[{"note":null,"overlay":null,"text":"Press Settings."},{"note":null,"overlay":null,"text":"Press Users & accounts."}],"content":"
  • Press Settings.
  • Press Users & accounts.
","info":""},{"title":"Create new email account","steps":[{"note":null,"overlay":null,"text":"Press Add account."},{"note":null,"overlay":null,"text":"Press Email."}],"content":"
  • Press Add account.
  • Press Email.
","info":""},{"title":"Enter email address","steps":[{"note":null,"overlay":null,"text":"Press Email address and key in your email address."}],"content":"
  • Press Email address 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."},{"note":null,"overlay":null,"text":"Press SIGN IN."},{"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 Password and key in the password for your email account.
  • Press SIGN IN.
  • 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 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":1041,"left":784,"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 messages","steps":[{"note":null,"overlay":null,"text":"Press Security type."},{"note":null,"overlay":null,"text":"Press None to turn off the function."},{"note":null,"overlay":null,"text":"Press NEXT."}],"content":"
  • Press Security type.
  • Press None to turn off the function.
  • Press NEXT.
","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":605,"left":837,"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 messages","steps":[{"note":null,"overlay":null,"text":"Press Security type."},{"note":null,"overlay":null,"text":"Press None to turn off the function."}],"content":"
  • Press Security type.
  • Press None to turn off the function.
","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 for your email provider's outgoing server."},{"note":null,"overlay":null,"text":"Press NEXT."}],"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 for your email provider's outgoing server.
  • Press NEXT.
","info":""},{"title":"Select setting for retrieval of new email messages","steps":[{"note":null,"overlay":null,"text":"Press Sync frequency."},{"note":null,"overlay":null,"text":"Press the required setting."}],"content":"
  • Press Sync frequency.
  • Press the required setting.
","info":""},{"title":"Turn email message notifications on or off","steps":[{"note":null,"overlay":null,"text":"Press the field next to "Notify me when email arrives" to turn on the function."}],"content":"
  • Press the field next to "Notify me when email arrives" to turn on the function.
","info":""},{"title":"Turn on email message synchronisation","steps":[{"note":null,"overlay":null,"text":"Press the field next to "Sync email from this account" to turn on the function."},{"note":null,"overlay":null,"text":"Press NEXT."}],"content":"
  • Press the field next to "Sync email from this account" to turn on the function.
  • 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":""},{"title":"Find "Settings"","steps":[{"note":null,"overlay":null,"text":"Press Email."},{"note":null,"overlay":null,"text":"Slide your finger right starting from the left side of the screen."},{"note":null,"overlay":null,"text":"Press Settings."}],"content":"
  • Press Email.
  • Slide your finger right starting from the left side of the screen.
  • Press Settings.
","info":""},{"title":"Enter email account name","steps":[{"note":null,"overlay":null,"text":"Press the required email account."},{"note":null,"overlay":null,"text":"Press Account name and key in the required name."},{"note":null,"overlay":null,"text":"Press OK."}],"content":"
  • Press the required email account.
  • Press Account name and key in the required name.
  • Press OK.
","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 OK."}],"content":"
  • Press Your name and key in the required sender name.
  • Press OK.
","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":14156},"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 "Users & accounts"","steps":[{"note":null,"overlay":null,"text":"Press Settings."},{"note":null,"overlay":null,"text":"Press Users & accounts."}],"content":"
  • Press Settings.
  • Press Users & accounts.
","info":""},{"title":"Create new email account","steps":[{"note":null,"overlay":null,"text":"Press Add account."},{"note":null,"overlay":null,"text":"Press Email."}],"content":"
  • Press Add account.
  • Press Email.
","info":""},{"title":"Enter email address","steps":[{"note":null,"overlay":null,"text":"Press Email address and key in your email address."}],"content":"
  • Press Email address 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."},{"note":null,"overlay":null,"text":"Press SIGN IN."},{"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 Password and key in the password for your email account.
  • Press SIGN IN.
  • 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 POP3."}],"content":"
  • Press POP3.
","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":1065,"left":512,"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 messages","steps":[{"note":null,"overlay":null,"text":"Press Security type."},{"note":null,"overlay":null,"text":"Press None to turn off the function."}],"content":"
  • Press 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 Delete email from server."},{"note":null,"overlay":null,"text":"Press Never to keep email messages on the server when you delete them on your phone."},{"note":null,"overlay":null,"text":"Press When I delete from Inbox to delete email messages on the server when you delete them on your phone."},{"note":null,"overlay":null,"text":"Press NEXT."}],"content":"
  • Press Delete email from server.
  • Press Never to keep email messages on the server when you delete them on your phone.
  • Press When I delete from Inbox to delete email messages on the server when you delete them on your phone.
  • Press NEXT.
","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":607,"left":522,"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 messages","steps":[{"note":null,"overlay":null,"text":"Press Security type."},{"note":null,"overlay":null,"text":"Press None to turn off the function."}],"content":"
  • Press Security type.
  • Press None to turn off the function.
","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 for your email provider's outgoing server."},{"note":null,"overlay":null,"text":"Press NEXT."}],"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 for your email provider's outgoing server.
  • Press NEXT.
","info":""},{"title":"Select setting for retrieval of new email messages","steps":[{"note":null,"overlay":null,"text":"Press Sync frequency."},{"note":null,"overlay":null,"text":"Press the required setting."}],"content":"
  • Press Sync frequency.
  • Press the required setting.
","info":""},{"title":"Turn email message notifications on or off","steps":[{"note":null,"overlay":null,"text":"Press the field next to "Notify me when email arrives" to turn the function on or off."}],"content":"
  • Press the field next to "Notify me when email arrives" to turn the function on or off.
","info":""},{"title":"Turn on email message synchronisation","steps":[{"note":null,"overlay":null,"text":"Press the field next to "Sync email from this account" to turn on the function."},{"note":null,"overlay":null,"text":"Press NEXT."}],"content":"
  • Press the field next to "Sync email from this account" to turn on the function.
  • 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":""},{"title":"Find "Settings"","steps":[{"note":null,"overlay":null,"text":"Press Email."},{"note":null,"overlay":null,"text":"Slide your finger right starting from the left side of the screen."},{"note":null,"overlay":null,"text":"Press Settings."}],"content":"
  • Press Email.
  • Slide your finger right starting from the left side of the screen.
  • Press Settings.
","info":""},{"title":"Enter email account name","steps":[{"note":null,"overlay":null,"text":"Press the required email account."},{"note":null,"overlay":null,"text":"Press Account name and key in the required name."},{"note":null,"overlay":null,"text":"Press OK."}],"content":"
  • Press the required email account.
  • Press Account name and key in the required name.
  • Press OK.
","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 OK."}],"content":"
  • Press Your name and key in the required sender name.
  • Press OK.
","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":14156},"content":"Set up your phone for POP3 email."}],"intro":{"relatedProblemPath":"/content/ee-web/en_GB/help/help-new/phones-and-devices/huawei/mate-20-pro#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

Press Email.

Step 2 of 14

Slide your finger right starting from the left side of the screen.

Step 3 of 14

Press the required email account.

Step 4 of 14

Press the new email message icon

Step 5 of 14

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

Step 6 of 14

Press the required contact.

Step 7 of 14

Press the field next to "Subject" and key in the required subject.

Step 8 of 14

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

Step 9 of 14

Press the attachment icon.

Step 10 of 14

Press Files and go to the required folder.

Step 11 of 14

Press the required file.

Step 12 of 14

Press the confirm icon.

Step 13 of 14

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

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 38

Press Settings.

Step 2 of 38

Press Users & accounts.

Step 3 of 38

Press Add account.

Step 4 of 38

Press Email.

Step 5 of 38

Press Email address and key in your email address.

Step 6 of 38

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

Step 7 of 38

Press SIGN IN.

Step 8 of 38

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 9 of 38

Press IMAP.

Step 10 of 38

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

Step 11 of 38

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

143
Step 12 of 38

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

Step 13 of 38

Press Security type.

Step 14 of 38

Press None to turn off the function.

Step 15 of 38

Press NEXT.

Step 16 of 38

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

25
Step 17 of 38

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

Step 18 of 38

Press Security type.

Step 19 of 38

Press None to turn off the function.

Step 20 of 38

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

Step 21 of 38

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

Step 22 of 38

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

Step 23 of 38

Press NEXT.

Step 24 of 38

Press Sync frequency.

Step 25 of 38

Press the required setting.

Step 26 of 38

Press the field next to "Notify me when email arrives" to turn on the function.

Step 27 of 38

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

Step 28 of 38

Press NEXT.

Step 29 of 38

Press the Home key to return to the home screen.

Step 30 of 38

Press Email.

Step 31 of 38

Slide your finger right starting from the left side of the screen.

Step 32 of 38

Press Settings.

Step 33 of 38

Press the required email account.

Step 34 of 38

Press Account name and key in the required name.

Step 35 of 38

Press OK.

Step 36 of 38

Press Your name and key in the required sender name.

Step 37 of 38

Press OK.

Step 38 of 38

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 41

Press Settings.

Step 2 of 41

Press Users & accounts.

Step 3 of 41

Press Add account.

Step 4 of 41

Press Email.

Step 5 of 41

Press Email address and key in your email address.

Step 6 of 41

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

Step 7 of 41

Press SIGN IN.

Step 8 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 9 of 41

Press POP3.

Step 10 of 41

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

Step 11 of 41

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

110
Step 12 of 41

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

Step 13 of 41

Press Security type.

Step 14 of 41

Press None to turn off the function.

Step 15 of 41

Press Delete email from server.

Step 16 of 41

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

Step 17 of 41

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

Step 18 of 41

Press NEXT.

Step 19 of 41

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

25
Step 20 of 41

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

Step 21 of 41

Press Security type.

Step 22 of 41

Press None to turn off the function.

Step 23 of 41

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

Step 24 of 41

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

Step 25 of 41

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

Step 26 of 41

Press NEXT.

Step 27 of 41

Press Sync frequency.

Step 28 of 41

Press the required setting.

Step 29 of 41

Press the field next to "Notify me when email arrives" to turn the function on or off.

Step 30 of 41

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

Step 31 of 41

Press NEXT.

Step 32 of 41

Press the Home key to return to the home screen.

Step 33 of 41

Press Email.

Step 34 of 41

Slide your finger right starting from the left side of the screen.

Step 35 of 41

Press Settings.

Step 36 of 41

Press the required email account.

Step 37 of 41

Press Account name and key in the required name.

Step 38 of 41

Press OK.

Step 39 of 41

Press Your name and key in the required sender name.

Step 40 of 41

Press OK.

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: 8/4/2019
Simon H posted this. Got a comment? Good or bad, we'd be pleased to hear from you.
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