If you are unable to log in to the third-party email client, please first check whether you can log in via the Webmail to determine if the problem is related to the client's configuration.
Unable to log in to the Webmail
The general login address of Alibaba Mail: https://mail.sg.aliyun.com.
Cause:
1. The account or password is invalid
Please carefully check whether the account or password has extra characters or spaces.
If you forget your password, please reset it by referring to the relevant documentation.
Employee: How to Change Email Password of Alibaba Mail?
Administrator: The administrator checks whether the account exists and resets it as follows.
Change Password of the Postmaster Account for Alibaba Mail
Reset Security Mobile Phone and Security Question of Postmaster Account
How to Reset Password of Employee Accounts?
2. Forgot the account
If you forgot your new email account, please contact the administrator and find out by name, job number, department and other information.
3. The account is blocked for various reasons
Scenario 1, the account is frozen. Note: Your email address is frozen or deleted. Contact the postmaster for help.
Scenario 2: The account is locked. Note: You have tried to log in too many times with incorrect account or password, please try again in 1 hour.
Scene 3: the account is blocked. Reminders are restricted from sending emails due to violations; administrator receive blocked reminder messages, and account users receive blocked reminder emails.
Select a solution based on the scenario. For more information, please check What to Do If Employee Account is Blocked or Frozen?
4. The two-factor authentication is triggered. The original mobile phone number cannot be used.
Please contact the administrator to handle it. Refer to the following documents. If you unbind the mobile phone, please bind the new mobile phone number as soon as possible. Pay attention to the safe use of email.
Administrators:
How to Reset Password of Employee Accounts?
How to Unbind Secure Mobile Phone?
5. Login error: The postmaster has enabled IP restrictions. The IP address of the email address is restricted
The reason is because the email administrator has set the logon policy. For more information, please check How to Set IP Login Restrictions and IP Blacklists?
6. Unable to Access mail. domain name
You can use the Alibaba Mail universal logon address to log on, but you cannot use your own domain name to log on.
We recommend that you check the domain name resolution settings and add the CNAME record with the host record as mail. domain name and the record value is mail.sg.aliyun.com. For more information, please check:
How to Setup DNS Resolution of Alibaba Cloud Domain Name for Alibaba Mail?
How to Setup DNS Resolution of Non-Alibaba Cloud Domain Name for Alibaba Mail?
Email applications provide HTTPS encryption protection. Before you use HTTPS for access, you must upload a certificate. Related documentation: How to Upload SSL Certificates?
7. Renewal
The administrator checks whether the Alibaba Mail service and Domain service have expired. If so, please renew the service in a timely manner.
8. Network restrictions
Check the server or firewall to see if the outbound restriction policy is set.
Try opening other frequently used web pages to see if they can be accessed, such as www.aliyun.com.
Executes the command of ping mail.sg.aliyun.com to see if it responds.
2. Unable to log in to the Third-party Client
Please check whether the Webmail can log on first. If the Webmail can log on normally, then continue the following troubleshooting measures:
By default, the Disable third-party client Access is enabled for new users.
If you need to use the third-party client, we also provide the mailbox administrator with the function of enabling or disabling the use of the third-party client.
1. Configure the server endpoint
The prerequisite for client login is that the SMTP (send) and IMAP/POP (receive) protocols are configured correctly.
For more information, please see the following topics:
IMAP, POP and SMTP Server and Port Information of Alibaba Mail
How to Setup DNS Resolution of Alibaba Cloud Domain Name for Alibaba Mail?
How to Setup DNS Resolution of Non-Alibaba Cloud Domain Name for Alibaba Mail?
For more information about how to configure the common client, please check Webmail and Email Clients Usage Issues.
2. The server returns: 526 Authentication failure
Account and password authentication error.
Reference: Bounce Notification: 526 Authentication failure
3. Trigger security checks
The Webmail can log on normally, but the email client (such as Foxmail and Outlook) cannot log on normally. This may be because multiple client software under the same IP address frequently log on to the mailbox, triggering mailbox security detection and restricting the login of the client.
We recommend that you temporarily use Webmail to reduce the frequency of client logon to the mailbox. After a period of time, it will automatically recover.
4. Limits on email client configurations
Alibaba Mail client
If you encounter any problems during the use of the Alibaba Mail client, it is recommended that you upgrade to the latest version. Alibaba Mail has release the new 2.0 PC. Download here.
Is the multi-factor authentication enabled?
After the function is enabled, when you log on to the Webmail or the official client on an untrusted device, you must pass a mobile phone verification code to access the mailbox.
For more information, please check the following topics:
Administrator: What Is The Two-factor Authentication?
Third-party email client or program code
Does the email administrator disable the use of third-party clients? After this feature is enabled, members cannot log on to the mailbox through a third-party client.
For more information, please check How to Enable or Disable the Third-party Client Access Feature?
5. Network restrictions
Check the server or firewall to see if the outbound restriction policy is set.
Try opening other frequently used web pages to see if they can be accessed, such as www.aliyun.com.
Run the following command:
ping smtp.sg.aliyun.com
telnet smtp.sg.aliyun.com 465
mtr -n -i 1 -c 100 smtp.sg.aliyun.com