You may encounter IMAP and SMTP errors when adding your email address to email application on your devices. Normally IMAP and SMTP errors can be fixed by adjusting settings on the email application on your device.
Cannot connect using SSL
The cannot connect using SSL error means that the incoming mail (IMAP) or outgoing mail (SMTP) settings are incorrect on your email application.
Fix: Open the email application on your device and make sure the IMAP and SMTP settings are correct.
Invalid username or password
The invalid username or password error means that the email address and/or email password information are incorrect on your email application.
Fix: Open the email application on your device and double-check your email address and password are correct in both the incoming mail (IMAP) or outgoing mail (SMTP) settings. If you are unsure, you can reset your email password.
Cannot reach server
The could not reach server error means there is a network issue on your device or your IP address is blocked on the firewall.
Fix: Check your device is connected to the internet through a WiFi or mobile data connection. If you are connected to the internet, open the email application on your device and make sure the IMAP and SMTP settings are correct.
If you’ve verified all the IMAP and SMTP settings are correct and still get the error, use these steps:
1. Go to this website: https://whatismyipaddress.com
2. Take note of the IP address indicated next to IPv4
2. Go to your Skystra customer portal, open and submit a request to our team and send us your IP address