How do I get my email?

Once you've created an email account on your hosting, you can read it in two ways: in your web browser with webmail, or in an email app such as Outlook, Apple Mail, Thunderbird or the mail app on your phone. This guide covers both, plus the settings to use if your website or business software needs to send email through your account.

Haven't created your email account yet? See How do I create email accounts?

Option 1: Webmail (nothing to set up)

• Go to https://yourdomain.co.nz/webmail in your browser (replace yourdomain.co.nz with your own domain) and log in with your full email address and its password.
• Or open your hosting service under Services → My Services (https://www.hooplahosting.co.nz/client/clientarea.php?action=services) and click Log in to Webmail.

More detail: How do I use webmail?

Option 2: Set up an email app on your phone or computer

Step 1: Get your exact settings

Your server name can differ from account to account, so always copy it from cPanel rather than guessing:

1. Go to Services → My Services (https://www.hooplahosting.co.nz/client/clientarea.php?action=services) and open your hosting service.
2. Under Quick Shortcuts, click Email Accounts.
3. Find your email address and click Connect Devices.
4. You'll see the Secure SSL/TLS Settings for your account. You can also download an automatic setup file for Outlook, Apple Mail (macOS and iPhone/iPad) and Thunderbird from this page.

You can find the same page in webmail: click your email address (or the menu) and choose Configure Mail Client.

Step 2: Enter the settings in your app

Choose to set the account up manually (sometimes called "Advanced" or "Other"), and use the secure SSL/TLS settings:

IMAP or POP3? Use IMAP. It keeps your email on the server, so your phone, computer and webmail all show the same messages and folders. POP3 downloads messages to one device and can remove them from the server, which makes it easy to lose email if that device fails.

Sending email from your website, accounting or business software

If a WordPress plugin (such as WP Mail SMTP or Post SMTP), invoicing software or a scanner needs to send email through your account, use the outgoing (SMTP) settings from the table above. A few things to get right:

• Log in with a real email account. The SMTP username and password must be an email account that exists in cPanel, not a forwarder.
• Send from the same address you log in with. The "From" address should match the account you're authenticating as, or at least be on the same domain. Mail sent "from" a different address or domain may be refused or end up in spam.
• Keep within the sending limits. Large batches, such as monthly invoices or newsletters, can hit the hourly sending limit. See How many emails can I send per hour? For newsletters, use a dedicated email marketing service instead.
• Check your SPF and DKIM records so your mail is trusted. See Emails going to spam: set up SPF, DKIM and DMARC.
• Using a third-party sending service? If your plugin is connected to an outside service (for example SendGrid, Brevo or SMTP2GO) and shows errors like "Unauthorized" or "Maximum credits exceeded", that message comes from that service, not from us. Top up or check your account with them, or switch the plugin to use your Hoopla email account's SMTP settings instead.

Troubleshooting

• "Password incorrect" or keeps asking for a password: make sure the username is your full email address. If you're not sure of the password, reset it in cPanel under Email Accounts → Manage, then update it on every device that uses the account.
• Suddenly can't connect at all, on every device in the office: too many failed logins (often an old phone or laptop with a saved wrong password) can cause our firewall to block your IP address. See Why is my IP address blocked?
• Can receive but not send, or sending fails randomly: check outgoing authentication is turned on and the port is 465 (SSL/TLS) or 587 (STARTTLS). If you use a VPN (including Cloudflare WARP or a work VPN), try turning it off. VPNs change the address you connect from and can cause connections to time out or be blocked.
• Certificate or security warning: make sure you're using the exact server name from the Connect Devices page, with SSL/TLS turned on.
• Webmail works but your app doesn't: the account itself is fine, so the problem is in the app's settings. Remove the account from the app and add it again using the settings above.

Need help?

If you're still stuck, open a support ticket from Support → Open Ticket. Tell us the email address, which app or device you're using, and the exact error message (a screenshot is great). Please don't send us your password.