So, your email isn’t working—ugh, we know how frustrating that can be. Whether you’re unable to send messages, receive them, or both, we’ve got a checklist to help you get things back on track.


Step 1: Double-Check Your Email Settings

Before diving into the weeds, let’s start with the basics. If something’s off in your email settings, that could definitely be the culprit.


Here’s what your settings should look like:

  • Email setup type: IMAP

  • Username: Your full email address (e.g. name@company.com)

  • Password: The password you or Cybernautic set up

  • Incoming & Outgoing Server: secure.emailsrvr.com

  • Incoming Port (IMAP): 993

  • Outgoing Port (SMTP): 465

  • SSL: Yes (for both incoming and outgoing)

iPhone Users: Even if your phone says the outgoing username and password are optional, they are not. Re-enter them in the Outgoing Server section.


If any of this info is missing or incorrect, your email won’t work properly.

Step 2: Check Your Internet Connection

It may sound obvious, but a weak or disconnected internet connection can stop your device from sending or receiving emails. Make sure you’re online—whether on Wi-Fi or cellular—and that your connection is stable.

Step 3: Is Your Password Correct?

If you’ve recently changed your password or aren’t sure what it is, your device might be trying (and failing) to log in with outdated credentials.


You can reset your email password here. Once updated, be sure to enter the new password on all your devices.

Step 4: Look at Your Inbox Storage

If you’re still able to send email but can’t receive it, your inbox might be full. When that happens, new messages bounce back to the sender. Cybernautic Business Class Email comes with 25GB of storage.

  • Check your mailbox size (especially if you’ve been getting a lot of large attachments).

  • If you're close to your storage limit, try deleting old emails or archiving them elsewhere.

Step 5: Check for Email Sending Limits or Bounces

There are some behind-the-scenes issues that can affect email deliverability:

Common Sending Issues

  • You’re being blocked as spam: The recipient’s email server might be marking your messages as spam or outright blocking them.

  • Your IP address is blacklisted: Sometimes entire email servers or IP addresses get blacklisted due to spam reports—whether or not you were responsible.

  • Too many recipients or large attachments: Most servers have limits on how many people you can send to at once or how large your email can be.

  • You recently sent too many emails at once: Rackspace, Cybernautic's email vendor, will automatically temporarily suspend your account if it detects that you are sending emails to too many people at once. Standard email is not meant to be used as an email marketing tool, so make sure you're staying under the recommended send limit.

Common Receiving Issues

  • The sender is blocked: You may have accidentally flagged them as spam, or they may be on a blocklist.

  • Their message bounced: Their email may have failed to deliver because your inbox was full, their domain had issues, or their server was blacklisted.


If you suspect any of these issues, feel free to submit a support ticket, and we’ll help you dig deeper.

Bonus Tip: Try an Incognito Window or Another Device

Sometimes, cached data or cookies in your browser or app can cause login or syncing issues. Try accessing your webmail in a private/incognito window or checking from a different device to rule that out.

Still Stuck?

If you’ve worked through this list and your email still isn’t cooperating, don’t worry—we’re here to help. Submit a ticket and one of our team members will take a closer look.