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Email Troubleshooting

 

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Email, Mail Client, Website & Features Troubleshooting

 

Checking our email is another way we communicate and it is very important! If you are having trouble with your email, not to worry, we have you covered. Below are some fixes for common email concerns and issues!

 

If you have additional tips, please post them below!  

 

Maintenance Announcement

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)
  • Server - imap.mail.yahoo.com
  • Port - 993
  • Requires SSL – Yes
Outgoing Mail Server (SMTP)
  • Server - smtp.mail.yahoo.com
  • Port - 465 or 587
  • Requires SSL - Yes
  • Requires authentication - Yes
  • Your login info:

E-mail address - Your full e-mail address (name@domain.com)

Password - Your account's password

Requires authentication - Yes

 

Email Not Going Where It Is Supposed To? 

  • Is Your Email Going Into Spam? Another Folder? - If you have email that is going into spam, check the rules in web mail to make sure nothing is setup to forward. Click here to learn more.
  • Hacked Email - If your email account was compromised, rules may have been setup without your knowledge. This article will explain how to resolve this. 
  • Emails Going to Trash - like spam, make sure rules are not setup to move mail into trash. If you are using a 3rd party mailbox like Outlook, disable it to make sure that mail box is not causing the issues. 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.

 

WebMail and Features Troubleshooting

  • Update Your Browser - a lot of features are only compatible with the latest browser.  If you are using web mail and having issues, we highly recommend updating it. Test other browsers to see if the issue persists. Older browsers are not supported and some features may not work.
  • Clear Cache and Cookies - varies by device and browser.
  • Disable browser tools or add-ons - varies by device and browser.
  • Disable your firewall - varies by device and browser.
  • Enable Adobe Flash Player - click here for a full list for your browser
  • Make sure Java is up-to-date - https://www.java.com/en/download/

  

3rd Party Mailbox Troubleshooting - (Outlook, Apple Mail, Mozilla Thunderbird)

Using a 3rd party Mailbox? Below are a few recommendations that may resolve the trouble you are having. Click here for Mailbox setup information. AT&T does not officially support or troubleshoot mailboxes/ clients like Outlook.

 

  • 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 - Yahoo made a recent change on how mail is routed.
  • Test using  webmail. If do not experience issue, contact the programmer of the mailbox, client.
  • Client issues - If you are using POP, you must now use IMAP. There was a recent change, this article will explain further. 

 

 

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. 

 

Free Accounts

If you cancel your AT&T Internet account, you will still have access to your account as long as your account is in good standing. If there is a balance owed on the AT&T internet account, you will lose access to the email until it is resolved. To verify your canceled AT&T Internet account is in good standings, click here to chat with us. If you break terms and conditions, the email will be deactivated. 

 

Spellcheck 

 The spellcheck feature is no longer supported via web mail and now defaults to the browser spell check option. 

  

Password Issues

Having issues with your password? Click here to reset your AT&T email and Free Member ID. 

 

-ATTU-verseCare

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
19,724 Views
Message 16 of 69
Scholar

"Accounts" doesn't work

In the never ending degredation of Yahoo Mail, the ability to consolidate mail seems to have been sabotaged again.    I've spent the better part of the afternoon trying to find someone who knows enough about the webmail client to at least open a trouble report but no one seems responsible.

 

I used the "Accounts" entry in Settings to add two other ATT accounts.   Until Christmas Day, I could "Check Mail" and pull mail from those other accounts into my mailbox.   This no longer works.   For one account, I get an error message about the server name, for the other nothing happens.

 

The pop mail server shown is pops://pop.mail.yahoo.com:995.     If I change it to pop.inbound.att.net, I don't get an error message but  get no mail either.  Does anyone know how to get this back working?

Message 1 of 69
Administrator

Re: "Accounts" doesn't work

Hi @athenian,

 

Are you able to change the option to inbound.att.net to see if there it works at that point? 

 

-ATTU-verseCare


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 2 of 69
Scholar

Re: "Accounts" doesn't work

I've tried several things over the past several days.   "inbound.att.net" is insufficient because the server requires a secure connection.   I set it to "pops://inbound.att.net:995 which resulted in pulling 250+ (dating from October) over and over, then nothing.    There is new mail in that box but it's now been 24 hours since anything came.

 

I spent over 3 hours on the phone with various ATT reps yesterday and not one of them had the any understanding whatsoever of this feature.   One person tried to help by reading instructions that were apparently outdated because they didn't match the screens.   Twice I was transferred to a fee based "help" (for a problem that is clearly a fault in the mail system) only to be disconnected.  During the last call, I asked to speak to a supervisor and was told that someone would return my call in 15 minutes -- an never received any callback.

 

I do not understand why I am paying ATT for  such inferior service.   There does not seem to be any interest in actually solving the problem.   If an issue cannot be solved via FAQs, the customer is completely on his/her own -- there is apparently no escalation process and no way to actually file a report about a broken function.   Someone somewhere should be responsible for this but whoever that is must have a pretty easy job because the tech support organization doesn't have the  slightest idea of how to get there.

 

  

Message 3 of 69
Administrator

Re: "Accounts" doesn't work

Hi,

 

We apologize about the issues. With the other accounts in question, are they AT&T accounts? In the meantime, we suggest using a 3rd party E-mail program, like outlook, to consolidate your accounts.

 

-ATTU-verseCare


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 4 of 69
Scholar

Re: "Accounts" doesn't work

The extra accounts are both associated with my ATT Uverse account.    As I stated in my original message, this worked fine until Dec 25.   Something changed on that date.

 

I actually prefer to use Outlook and do for my personal mail.     I have no desire whatsoever to download hundreds of promotions and ads every week into my offline store. I use this additional accounts feature in one of my web mail accounts (which is largely devoted to that sort of mail) to be able to manage my personal mail from secondary computers and while traveling.  

 

I suspect that this feature has been permanently broken by whatever happened over Christmas weekend.   The ability to add accounts was dropped without notice last fall (see my previous message)  and now accounts that were already there and working have been broken.

 

The Yahoo! development team will probably say that this feature has been superceded by the ability to switch accounts ...which is wrong.   I don't want to be clicking around from mailbox to mailbox: I want to be able to see at a glance, what has come in from different sources and take appropriate action.

 

Again, I don't know why we are paying ATT for such an inferior mail service.   I'm well aware that I can go to GMail or elsewhere but then....what am I paying for here?   Every time something changes at Yahoo!, customers are told that ATT has no control.   Why are they paying Yahoo! anything then?  And why can't ATT representatives at least be aware (and customers notified) when these things are changed/discontinued?

Message 5 of 69
Scholar

Re: "Accounts" doesn't work

Please note that this page - https://www.att.com/esupport/article.html#!/email-support/KM1010559 - was problematic when I posted about problems over a year ago and is still there misleading customers.  There is currently no way for anyone to "Get all your email in one place with AT&T email".

Message 6 of 69
Scholar

Re: "Accounts" doesn't work

I want what Yahoo! and ATT advertise:

 

"Multiple Mailboxes in Yahoo Mail lets you manage multiple email accounts without having to switch between them, for a seamless email experience. It’s fast and easy to read, compose, and sort all your email across all your mailboxes. You can also search across mailboxes and find the photos, files, messages, or people you’re looking for without having to switch between email accounts."

 

 

Message 7 of 69
Scholar

Why doesn't "Search for messages from this sender" do that?

This is another longstanding problem about which I've never received an answer: Why doesn't the search icon next to the sender's name in the mail list do what it says.   In other words, why doesn't "Search for messages from this sender" do an actual search in the "From" field for the specified email address?   The same thing happens if I open a message, hover over the Sender's name then select "Search emails".  Instead of getting a search for that specific e -mail address, what I get is an  key word search using OR operators.   That means I have to refine  everytime.  

 

This is a problem for anyone who is trying to actually manage his/her mailbox and weed out old, unwanted items.   When I search for messages from a vendor for example, the exact email address is important.  I don't want to see messages relating to actual correspondance with customer service mixed in with the daily onslaught of ads.    What's the point of that icon if not to help people do efficient searches?

Tags (1)
Message 8 of 69
Administrator

Re: Why doesn't "Search for messages from this sender" do that?

Hi @athenian,

 

We tested the search here and did not see an issue. Make sure you have the latest browser update.

 

-ATTU-verseCare


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 9 of 69
Scholar

Re: Why doesn't "Search for messages from this sender" do that?

It has nothing to do with the browser, please test again.

 

The easiest way to test this is to start with a list of message from different addresses in the same organization (eg. info, promo, customer service, etc.)  @company.    Open one, highlight the sender field then search from one of them, the result will include all because it is doing a keyword OR search.  The only way to get an exact sender search is to manually type it in the Sender field on the refine panel or to start the search by manually using the operators -- "from:address@domain".  The point though is that the search icon next to the Sender field (or in the header detail) doesn't do a sender sarch.

 

This has been true every since mail was "improved" -- it's a sloppy implementation of search.

 

Athena

Message 10 of 69
Scholar

Re: Why doesn't "Search for messages from this sender" do that?

Also, if you search using the icon next to the Sender name then delete all, you will get a message saying that there are no messages with the keyword [whatever], not that there are no more messages from [whatever].    And if you use the refine search, you'll note that the from field is blank...because the search is not an actual from search

Message 11 of 69
Scholar

Re: Why doesn't "Search for messages from this sender" do that?

BTW - I reported this a year and a half ago.   Sometimes it seems that the AT&T reps blame "the browser" for everything rather than actually testing the scenarios as presented.  It's a wonder that anything ever gets fixed since the people who are responsible for forwarding problems routinely dismiss real issues.

 

This is a bad problem because it makes the user do much more work than should be necessary.   If I can't automatically separate the promotional messages from actual correspondence with a company, I can't keep track of important mail.   Even if I filter promotional messages into a separate folder, I still can't search and delete them in one go because the search is not limited to that folder.

 

And again...it hasn't always been this way.   Before mail was "improved", these built-in searches worked properly.  

Message 12 of 69
Scholar

Re: "Accounts" doesn't work

So...are we supposed to just forget about every getting this feature to work?   Is there at least a proper channel to report it as broken?    And why is the AT&T "help" information more than a year out of date?  Bottom line: who is reponsible for seeing that AT&T customers actually get what AT&T advertises?

Message 13 of 69

ATT Yahoo Mail Problem

In My ATT Yahoo Mail, when I send an Email and click on TO, CC or BCC, a few of the addresses in my conact list do not populate the TO, CC and/or BCC address line (I think when this happens correctly the term is 'auto-complete').  These addresses are in my contact list, but I cannot get them to post in my Emails.  I have tried deleting them from my contact list and re-adding them and also deleting them and then restoring them from my Deleted Contact List, but nothing is working.  There are other contacts that do work.

                                       Thanks, TFB

                                                          

Message 14 of 69
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