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Email Not Working - Troubleshooting Information from AT&T
Email, Mail Client, Website & Features Troubleshooting
AT&T is making your email experience more secure. A part of this change is prompt requesting you reenter your password which may affect your ability to sign-in to your email, especially if you cannot remember your password. You will find steps that will help you address your sign in woes. If you have a mail client, you may need to update your settings with our step-by-step guide. in order to access your email given the change.
Note: Make sure you are using the right ID. Find it now.
Resetting your password is one of the fastest ways to get back into your account.
Sign-In Update/ Change
If you attempted to sign into your account via Yahoo and you were redirected to AT&T E-mail login page, this is normal. If you are having trouble signing in, try:
- Clearing the cache and cookies on your browser.
- Testing with a different browser.
If you are still having issues with loading the login page, go to att.net and click on the mail icon at the top right.
WebMail and Features Troubleshooting
- Clear Cache and Cookies - The most common fix
- Update Your Browser - many features are only compatible with the latest browser and we recommend updating it
- Test signing into your web mail using another browser
- Disable browser tools or add-ons - varies by device and browser
- Disable your firewall - varies by device and browser
- Enable Adobe Flash Player - install flash player now
- Make sure Java is up-to-date - https://www.java.com/en/download/
Have the right browser
Internet Explorer and/ or a Microsoft Edge browser older than 15.x,you will need to upgrade your browser to a supported browser. If you’re using FireFox, Chrome, and/or a Mac based browser, just sit back, and relax.
Can you keep your email?
Email Not Going Where It Is Supposed To?
- Is Your Email Going Into Spam? Trash? Another Folder? - check the rules in web mail to make sure nothing is setup to forward
- Hacked Email - If your email account was compromised, rules may have been setup without your knowledge
- 3rd Party Browsers - If you are using a 3rd party mailbox like Outlook, disable it to make sure that mail box is not causing the issues
Note: Some 3rd party mail apps have been known to cause issues and send mail into trash. We highly recommend discontinuing use of the app and using the the Yahoo Mail App..
3rd Party Mailbox Troubleshooting - (Outlook, Apple Mail, Mozilla Thunderbird)
Below are a few recommendations that may resolve the trouble you are having. Click here for Mailbox setup information.
- Test using web mail - If you are able to sign into your email via the web, the issue points to the app or mailbox you are using.
- Mailboxes - we recommend using the latest version. Updates and changes may prevent it from working properly.
- Rebuild Mailbox profile - In some instances, rebuilding the profile fixes some issues. You may lose email doing this
- Change your settings from POP to IMAP
- Test using webmail. If do not experience issue, it could be related to the 3rd party app
- Client issues - If you are using POP, you must now use IMAP. There was a recent change, this article will explain further
- AT&T does not officially support or troubleshoot mailboxes/ clients like Outlook
Note: For those of you using Evolution and having issues sending email, go into setting and find Disable Settings For All POP3 Extensions and select it.
Having trouble with Outlook, check out this thread from one of our community members.
POP Vs IMAP Settings
Due to maintenance to upgrade the legacy IMAP host to a modernized IMAP infrastructure, some customers may get an SSL Certificate mismatch error within their e-mail client or mobile device
- Accept the mismatch to update the SSL certificate for the e-mail to work as normal.
- If there is no option to accept the certificate, remove the e-mail account and set it up again.
- For older Android devices without auto setup change the following settings.
|Incoming Mail Server (IMAP)||
|Outgoing Mail Server (SMTP)||
E-mail address - Your full e-mail address (firstname.lastname@example.org)
Password - Your account's password
Requires authentication - Yes
The spellcheck feature is no longer supported via web mail and now defaults to the browser spell check option.
ChrisZ, AT&T Community Specialist
AT&T Customer Care
Need help with an account specific question? Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
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