Email Client Connection Errors (Password / Port / SSL)

If your mail app cannot connect to your Exact Hosting mailbox — it keeps asking for your password, times out, or shows a certificate warning — the cause is almost always one of a few settings. This article walks through the most common connection errors and how to fix them, in the order worth checking.

Before you troubleshoot

Have these on hand, because most fixes come down to comparing what your app has against what it should be:

• Your correct server name and ports. Confirm them in the Email Server Settings Reference (IMAP, POP, SMTP).
• Your full email address and current password. The username must be the complete address.
• Whether 2FA is on. If you use two-factor authentication, your mail app needs an app-specific password, not your normal one.

"Username or password incorrect" — but your password is right

This is the most common error, and the password is usually not the real problem.

• Username is not the full address. Set the username to your complete email address (you@example.com), not just the part before the @.
• 2FA is on and the app is using your normal password. Generate an app-specific password and enter that in the app instead.
• Outgoing authentication is off. Many apps leave SMTP authentication disabled, which looks like a send failure. Turn on "outgoing server requires authentication" and use the same username and password as incoming.
• A recent password change has not been updated everywhere. If you changed your mailbox password, update it in every app and device.

Connection times out or "cannot connect to server"

This points to the server name or port.

• Wrong server name. Confirm you are using the correct hostname for your product and cluster. Enhanced Email cluster A and B use different servers, and cPanel email uses your specific cPanel server name. See the server settings reference.
• Wrong port. Use IMAP 993, POP 995, and SMTP 465 for SSL connections. A timeout often means the port and the encryption type do not match.
• A firewall or network is blocking the port. Some public or office networks block mail ports. Test on another network (for example, your phone's mobile data) to rule this out.

Certificate or SSL/security warnings

If your app warns that the server's certificate is not trusted or does not match:

• Use the correct secure ports with SSL/TLS enabled (993 / 995 / 465). Mismatched port-and-encryption combinations trigger these warnings.
• Make sure the server name matches the one in the server settings reference. Connecting to the wrong hostname can cause a certificate-mismatch warning.
• Do not switch to a non-SSL port to "fix" the warning. That sends your password in the clear. Correct the settings instead.

Mail receives but won't send (or vice versa)

• Sending fails: check the outgoing (SMTP) server name, that the port is 465 with SSL, and that outgoing authentication is enabled with your full address and password.
• Receiving fails: check the incoming (IMAP/POP) server name and that the port matches the protocol (993 for IMAP, 995 for POP).

Still not connecting?

If you have confirmed the server, ports, SSL, username, and password and still cannot connect:

• Confirm your mailbox works in Webmail. Sign in to Webmail with the same address and password. If Webmail also rejects them, the problem is the credentials, not the app.
• Check for wider delivery issues. See Troubleshooting Email Sending and Receiving Issues.

Next steps

• Re-run your device setup. Start over cleanly with iPhone & iPad, Outlook, Apple Mail, or Android.
• Verify your settings. Double-check everything against the Email Server Settings Reference (IMAP, POP, SMTP).

Questions? Contact Exact Hosting Support.