Email Troubleshooting - Why can't I send mail via SMTP?

Email > Troubleshooting
What is SMTP?

SMTP stands for Simple Mail Transfer Protocol.  It is the standard method of sending emails from your computer/device through your email server.  If you use a program like Microsoft Outlook, Mac Mail or Mozilla Thunderbird, you send email via SMTP.

Common Problems Sending Email With SMTP

The most common problems sending email via SMTP are as follows:
  • Wrong Outgoing Server Address
  • SMTP Authentication Not Enabled
  • Wrong SMTP Authentication Username/Password
  • SSL or Secure Password Authentication (SPA) is Enabled
  • Wrong SMTP Port
  • Internet Service Provider (ISP) Blocks Port 25
These common problems are explained in greater detail in the sections below.

Wrong Outgoing (SMTP) Server Address

The incoming and outgoing server addresses will always look like (replacing "" with your actual domain and suffix).  If the DNS for your domain has not been setup or transferred yet, you may alternately use as your incoming/outgoing mail server.

SMTP Authentication Not Enabled

All mail servers at SiteWizard require SMTP Authentication.  This means that the mail server requires a username and password to send email.  In your email setup, you must specify that your outgoing mail server requires SMTP Authentication (or that it requires a username/password).  This is the same username and password that you use to receive email.  Note that your username is always your full email address ("", not "yourname"). 
Also, note that SMTP Authentication is not the same as Secure Password Authentication (SPA).  Ensure that Secure Password Authentication (SPA) is disabled.

Wrong SMTP Authentication Username/Password

Your username is always your full email address ("", not "yourname").  Ensure that you have entered your username/password exactly the same as for receiving email. 

To verify that you're using the correct username/password, try logging into the Webmail interface at (or  If your username/password does not work in Webmail, contact your system administrator to reset your email password.

SSL or Secure Password Authentication (SPA) is Enabled

Mail servers at SiteWizard generally do not use SSL or Secure Password Authentication (SPA).  Ensure that SSL and Secure Password Authentication (SPA) are disabled.

Wrong SMTP Port

The standard port for SMTP is port 25.  SiteWizard also supports the alternate port 587.  If you are migrating from a different web host, it is possible that you previously used a different port.  Make sure that you are sending email via port 25 or 587.

Internet Service Provider (ISP) Blocks Port 25

It is common for Internet Service Providers (including Verizon and Comcast) to block SMTP on port 25.  SiteWizard supports an alternate outgoing email (SMTP) port of 587.  Changing your SMTP port to 587 will resolve sending issues on most ISP's.

Help - I Still Can't Send Email

If you have tried these troubleshooting tips and are still unable to send email, please submit a support ticket and we will assist you.  When you submit the ticket, please include screen shots showing your current email settings.  This will help us to determine the problem quickly.  See How To Capture a Screen Shot for more details.

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