From 3b31acbbacbac89779f20a69ea2f6a4e963a5d3f Mon Sep 17 00:00:00 2001 From: Josh Date: Tue, 23 Jun 2026 15:09:09 -0700 Subject: [PATCH] docs(email): fix webmail-reachability note and outgoing SMTP port guidance - Webmail is hosted at our address (the Webmail button opens it directly), so it does not depend on the customer's domain/DNS. Replaced the incorrect "DNS still propagating" troubleshooting note. - Outgoing SMTP: lead with port 465 (SSL/TLS) as the standard and present 587 (STARTTLS) as the alternate submission port; note that port 25 is for server-to-server and shouldn't be used from a mail client. Updated the IMAP-but-not-SMTP troubleshooting entry to match. Co-Authored-By: Claude Opus 4.8 (1M context) --- .../docs/whp/how-to/create-an-email-account.mdx | 10 ++++++---- 1 file changed, 6 insertions(+), 4 deletions(-) diff --git a/src/content/docs/whp/how-to/create-an-email-account.mdx b/src/content/docs/whp/how-to/create-an-email-account.mdx index 5f6fd1e..b6045b4 100644 --- a/src/content/docs/whp/how-to/create-an-email-account.mdx +++ b/src/content/docs/whp/how-to/create-an-email-account.mdx @@ -82,12 +82,14 @@ IMAP (incoming) SMTP (outgoing) Host: - Port: 587 - Security: STARTTLS + Port: 465 + Security: SSL/TLS Username: full email address Password: same as IMAP ``` +For outgoing mail, **port 465 with SSL/TLS** is the standard. If your client prefers STARTTLS, **port 587** is the alternate submission port. (Don't use port 25 from a mail client — it's for server-to-server delivery and most networks block it.) + For per-client walkthroughs (Outlook, Apple Mail, Thunderbird, etc.), see the Email clients section — coming soon. ## Webmail @@ -104,11 +106,11 @@ Send yourself a test message from another account (your personal Gmail, for exam ## Troubleshooting -**Webmail isn't reachable.** DNS for the mail subdomain may still be propagating — wait an hour and try again. +**Webmail isn't reachable.** Webmail is hosted at our address — the **Webmail** button on the Email page opens it directly — so it doesn't depend on your domain or its DNS. If it doesn't load, it's almost always a temporary connection issue: try again in a few minutes or from another network, and open a support ticket if it persists. **Outgoing mail is bouncing or going to spam.** Check the SPF and DKIM records. The **DKIM Management** section on the **Email Domains (DNS)** tab shows whether DKIM is configured for each of your domains. -**Client can connect on IMAP but not SMTP.** Some ISPs and corporate networks block outgoing port 587. Try sending from a different network to confirm; if the issue is your network, your ISP is the place to ask. +**Client can connect on IMAP but not SMTP.** Some ISPs and corporate networks block outgoing mail ports. If sending fails on port 465, try the alternate submission port **587** (STARTTLS); if both fail, test from a different network to confirm it's your network, and if so, your ISP is the place to ask. ## Related