Email troubleshooting guide

Is your email not working? No worries! Just follow this guide to troubleshoot the possible causes. 

Step 1 - Check our status page

It's possible that you cannot log in due to maintenance or issues on our servers.

Please check our status page on status.one.com to rule out any system problems. If there are no known issues, please proceed to the next step.

Note: If your domain was registered recently, it may take up to 24 hours for your email to start working properly.

Step 2 - Log in to Webmail

Go to mail.one.com and try logging in to Webmail. This will ensure that the account is working as expected.

Go to Mail Administration in your one.com Control Panel and check or change the following settings:

  • Make sure the account is created under Accounts and not as an Alias.
  • Check that the account is active (green dot) 
  • Try changing the password, wait 5 minutes, and try to log in again.
Screenshot of the Mail Administration, where it highlights Accounts, Settings and the green dot indicating the acount is active.

Step 3 - Make sure there are no unpaid invoices

Email services may be suspended due to unpaid invoices, typically after multiple reminders. Please log in to your Control Panel to check for any unpaid invoices or contact support if you're unsure about the payment status.

Step 4 - Check the mail servers (MX)

Ensure you're using one.com's mail servers. Sometimes, the issue may lie elsewhere without your knowledge. 
mxtoolbox.com is a safe and free tool for checking email servers, MX records, and other DNS settings to troubleshoot issues.

  1. Visit mxtoolbox.com and type your domain (the part after @ in your email address).
    Screenshot of the landingpage of mxtoolbox, where you type your domainname.
  2. Check if you are using one.com mail servers under Hostname.
    Screenshot of the result at mxtoolbox, where you can see one.com in the Hostname.
    If you're not using our mail servers, please contact your email hosting provider. It's possible to have your domain with one.com while using mail servers from another company.

Step 5 - Contact our support

If it still doesn't work, please contact our support so we can help you figure out what is wrong.

Tip: To be able to help you as fast as possible, please include screenshots of all settings and error messages with your support ticket. This makes it easier for us to quickly rule out certain things.

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