Fix Webmail or Email Login Issues in Exact Hosting

If you cannot sign in to Webmail or your email account is rejecting your password, this guide walks through the usual causes — from a simple typo to two-factor authentication — in the order worth checking. Most login problems are resolved in a couple of minutes.

Start here: the quick checks

Before anything else, rule out the simple causes:

• Use your full email address as the username. Sign in with you@example.com, not just the part before the @.
• Check Caps Lock and your keyboard layout. Passwords are case-sensitive.
• Type the password instead of pasting. Pasting can pick up a trailing space.
• Confirm you are on the right sign-in page. Use the Exact Hosting Webmail sign-in page, not a search-engine result for an old or unrelated webmail.

"Incorrect password" when you are sure it is right

• Two-factor authentication is on. If you enabled 2FA, Webmail asks for a code from your authenticator app after your password. Make sure you are entering the current code.
• You are signing a mail app in with your normal password. Mail apps need an app-specific password once 2FA is on — but Webmail itself still uses your normal password plus the 2FA code.
• The password was recently changed. If you (or an administrator) reset it, use the new one.

You forgot your password

How you reset depends on your product:

• Enhanced Email. If you set up password recovery, you can recover your password by email or SMS from the recovery options. If you did not, an administrator can reset it. See the Password recovery section of Using the Webmail Settings Menu at Exact Hosting.
• cPanel email. Reset the mailbox password from cPanel. See Resetting a cPanel Email Password.

You lost your 2FA device

If you can no longer generate 2FA codes — your phone was lost, reset, or replaced — you cannot sign in until 2FA is bypassed. Contact Exact Hosting Support to have it bypassed, then set it up again. See Enabling Two-Factor Authentication on Enhanced Email.

You can sign in to Webmail but a mail app cannot connect

If Webmail works but Outlook, your phone, or another app fails, the problem is the app's settings, not your account. See Email Client Connection Errors (Password / Port / SSL).

Still locked out

• The account or service may be suspended. A past-due invoice or a policy issue can suspend access. Check your Exact Hosting account status at my.exacthosting.com.
• The mailbox may be over quota. A full mailbox does not usually block sign-in, but it does block new mail. See Managing Email Disk Usage.

If none of the above resolves it, contact Exact Hosting Support with your email address and a description of the exact error message you see.

Next steps

• Set up password recovery. Add a backup phone or email so you can self-recover next time — see Using the Webmail Settings Menu at Exact Hosting.
• App not connecting? See Email Client Connection Errors (Password / Port / SSL).

Questions? Contact Exact Hosting Support.