My Email Isn’t Sending — Troubleshooting Checklist

If you can receive mail but messages won’t send — or they sit in your Outbox forever — the cause is almost always one of a handful of common issues. Work through this checklist in order. Most customers find and fix the problem in the first three or four steps.

Before You Start — A Quick Test

Try sending an email from Webmail first:

1. Open https://webmail.usgo.net and sign in.
2. Compose a short test message to yourself.
3. Click Send.

If sending works in Webmail but not in your email app — the issue is in your app’s settings or your network. Continue to Step 1.

If sending doesn’t work in Webmail either — the issue isn’t in your app. Skip to the “Still Stuck” section at the bottom and contact us.

Step 1 — Verify Your SMTP Settings

The most common cause of “can’t send” problems is an incorrect outgoing server (SMTP) configuration. Open your email app’s account settings and confirm the outgoing server matches exactly:

A few of the most common mistakes:

• Username is just the local part (for example, jane instead of jane@usgo.net). It must be the full email address.
• SMTP authentication is turned off. “My outgoing server requires authentication” (or similar) must be on, using the same credentials as the incoming server.
• Wrong port or no encryption. The outgoing server uses port 465 with SSL/TLS. Other ports and “None / Auto” encryption settings will not work.
• SMTP password is blank. Some apps label the SMTP username/password as “optional” — they aren’t. Both fields must be filled in.

If you’re not sure where these settings are in your app, see the matching setup article in our knowledge base (Outlook Classic, New Outlook, Thunderbird, Apple Mail, iPhone/iPad, or Android).

Step 2 — Did You Recently Change Your Password?

If you changed your email password in Webmail, your email apps are still trying to use the old password and will fail to send (and often fail to receive too). You need to update the saved password in every app.

See our knowledge base article “How Do I Change My Email Password?” for app-by-app instructions on updating the saved password.

Step 3 — Is Your Network Blocking Port 465?

Some Internet providers, hotel/airport Wi-Fi networks, and corporate firewalls block outbound connections on port 465 to cut down on spam from infected computers. The symptoms look exactly like an authentication failure or a frozen Outbox.

Quick test: switch to a different network and try sending again.

• On a phone — turn off Wi-Fi so you’re on cellular data, then try to send.
• On a laptop — tether to your phone’s hotspot, then try to send.

If sending works on the other network, your original network is blocking port 465. You’ll need to either:

• Use Webmail at https://webmail.usgo.net from that network (it uses standard web ports that almost no network blocks), or
• Ask the network administrator to allow outbound port 465, or
• Contact us so we can help you find a workaround.

Step 4 — Antivirus or Firewall Software Interfering

Security software that scans your email — including Norton, McAfee, Bitdefender, Kaspersky, ESET, AVG, and similar — can interfere with secure SMTP connections. It typically tries to act as a “middleman” between your email app and our server, which breaks the encrypted connection.

To check whether this is the issue:

1. Open your antivirus or security suite.
2. Look for a setting called Email scanning, Mail shield, Outgoing email protection, or similar.
3. Temporarily disable it and try to send again.

If sending works with email scanning off:

• Leave it off (modern mail clients already validate the secure connection and your mailbox is server-side spam/virus filtered), or
• Add an exception for mail.usgo.net in the security software’s settings, then re-enable scanning.

Windows Defender Firewall and macOS’s built-in firewall rarely cause this problem, but a quick reboot is always worth trying if something seems stuck.

Step 5 — Check the Bounce Message

If your message did send from our server but came back to your Inbox a few minutes later as a “Delivery Status Notification” or “Mail Delivery Failed” message, the issue isn’t with sending — it’s with the recipient’s server refusing the message. Open the bounce and look for a line beginning with a number like 550 or 552. Common reasons include:

• Mailbox not found / no such user — double-check the recipient’s address for typos.
• Mailbox full — the recipient’s mailbox is over its storage quota.
• Message blocked as spam — the recipient’s server flagged the message. Ask the recipient to whitelist your address or check their junk folder.
• Attachment too large — many providers cap attachments around 10–25 MB. Use a file-sharing service (OneDrive, Google Drive, Dropbox, WeTransfer) for large files.

If the bounce mentions our server or a problem on your end, forward it to info@savemyservice.com and we’ll take a look.

Step 6 — Sending Limits

To protect everyone on the platform from compromised accounts being used to blast spam, mailboxes are subject to hourly and daily limits on outgoing messages and recipients. The limits are generous enough that normal use will never come close, but they can be reached if:

• You’re sending a large mailing or newsletter to a long recipient list.
• A loop or misconfiguration is causing your account to send the same message repeatedly.
• Your account has been compromised and is sending spam without your knowledge (see Step 7).

When the limit is reached, sending stops temporarily and your app will report a generic send failure. Limits reset automatically. If you legitimately need to send a high volume of mail, please contact us in advance — we may be able to raise your limits or recommend a better-suited solution for bulk mail.

Step 7 — Could Your Account Be Sending Spam?

If your account has been compromised and is sending spam, our system will sometimes suspend outbound sending automatically to protect the rest of our customers and our mail server’s reputation. You’ll typically see a clear authentication or “sending disabled” error from your app.

Signs that this may be what’s happening:

• Strange messages in your Sent folder that you didn’t send.
• A flood of bounce messages for emails you never composed.
• Friends or contacts telling you they’ve received odd messages from you.
• Login alerts from locations you don’t recognize.

If any of those sound familiar:

1. Change your password immediately in Webmail (see our “How Do I Change My Email Password?” article).
2. Update the new password in every email app on every device.
3. Review your Sent folder, drafts, and any rules/filters for things you didn’t create.
4. Contact us at info@savemyservice.com so we can review the account and re-enable sending once it’s secure.

Still Stuck?

If you’ve worked through the steps above and you still can’t send, please contact our support team. To help us help you faster, include:

• Your email address (never your password)
• The email app and device you’re using (for example, “Outlook Classic on Windows 11” or “Mail on iPhone, iOS 18”)
• The exact error message you’re seeing (a screenshot is ideal)
• Whether Webmail at https://webmail.usgo.net can send successfully
• Whether you’ve recently changed your password
• Whether you’ve tried a different network (such as a phone hotspot)

With that information we can usually pinpoint the issue on the first reply.