Skip to Content

Email Help, FAQs & Troubleshooting

Getting startedEmail client setupManaging users & accessSending & receiving issuesOld or migrated emailBugs & common issuesWebmail basics (Mailcow beginner guide)Still need help?

Getting started

How do I access my email?

You can access your email via:

  • Webmail (link provided when your account is created)
  • Any standard email app (Gmail, iPhone, Outlook, Apple Mail, Thunderbird, etc.)

Just log in using your full email address and password.

Do I need any technical knowledge?

No. Email works like any normal hosted mailbox. If you can use Gmail or Outlook, you’ll be fine. We’re also happy to help with setup if needed.

Email client setup

What settings do I use in Gmail, iPhone, Outlook, etc.?

Incoming (IMAP):

  • Server: mail.tensorhost.com (or your own custom domain if you set that up)
  • Port: 993
  • Security: SSL/TLS
  • Username: full email address
  • Password: email password

Outgoing (SMTP):

  • Server: mail.tensorhost.com (or your own custom domain if you set that up)
  • Port: 587
  • Security: STARTTLS (OR TLS if that option is missing)
  • Username: full email address
  • Password: email password

These settings work for almost all email apps.

My email app says “cannot verify server” or “certificate warning”

This usually means:

  • the server name is wrong (must match exactly)
  • SSL/TLS is turned off when it should be on
  • the port is incorrect

Double-check the server name and ports first. If it still doesn’t work, contact us.

Managing users & access

Can I add other users?

Yes. If you have admin access, you can:

  • create new mailboxes
  • reset passwords
  • create aliases (e.g. info@, support@)
  • manage everything for your own domain

Admins can manage only their own domain, not other customers or system-wide settings.

Go here mail.tensorhost.com/domainadmin

I forgot my password

If you’re an admin, you can reset passwords yourself.

Otherwise, contact us and we’ll reset it for you.

Sending & receiving issues

I sent an email but the other person didn’t receive it

First check:

  • your Sent folder (did it actually send?)
  • spam/junk folder on the recipient’s side

If it still hasn’t arrived:

  • email delivery can take a short time
  • the recipient’s server may be temporarily delaying it

If there’s a real delivery failure, you’ll normally receive a bounce message explaining why.

What happens if email is temporarily unavailable?

Emails do not disappear.

If someone emails you while your mail server can’t be reached:

  • their mail server automatically retries delivery for a period of time (often hours to days)
  • if delivery ultimately fails, the sender gets a bounce message explaining the issue

So either the email arrives later, or the sender is notified and can resend. Nothing silently vanishes.

Explanation here:

https://support.google.com/mail/answer/6596

Some emails went to spam

This can happen with any email provider.

We configure proper SPF, DKIM, and DMARC by default, but spam filtering is ultimately controlled by the recipient’s email provider. If something important keeps landing in spam, let us know and we’ll check the headers.

Old or migrated email

Can I still see my old emails?

If you previously used another mail system, older emails may still be accessible in a legacy inbox for reference.

  • New mail will not appear there
  • You should not send mail from the old interface

We can migrate historical mail into the new system if needed.

Bugs & common issues

Webmail won’t load or looks broken

Try:

  • refreshing the page
  • logging out and back in
  • using a private/incognito window
  • disabling browser extensions temporarily

If it still doesn’t work, tell us:

  • your browser
  • device (desktop/mobile)
  • what you see on screen

My mailbox exists but email bounces with “user unknown”

This usually means:

  • the mailbox or alias doesn’t actually exist
  • the email address was misspelled

Admins can fix this by creating the mailbox or alias.

Attachments won’t send

Very large attachments may be blocked by the recipient’s mail provider. If you’re sending large files, consider using a file-sharing link instead.


Webmail basics (Mailcow beginner guide)

1) Log in

  1. Open the webmail link we gave you (usually https://mail.yourdomain.com)
  2. Enter your full email address (example: [email protected])
  3. Enter your password
  4. Click Login

2) Send a new email

  1. Click Compose
  2. In To, type the recipient’s email
  3. Add a Subject
  4. Type your message
  5. Click Send

3) Reply to an email

  1. Open the email you received
  2. Click Reply (or Reply all if you need to include everyone)
  3. Type your message
  4. Click Send

4) Forward an email

  1. Open the email
  2. Click Forward
  3. Enter the person you want to send it to
  4. Add a note if you want
  5. Click Send

5) Add an attachment

While composing a new email or reply:

  1. Click the paperclip icon (Attach)
  2. Choose the file from your device
  3. Wait for it to finish uploading
  4. Click Send

Tip: If the file is huge and won’t attach, use a file-sharing link instead.

6) Download an attachment

  1. Open the email
  2. Click the attachment name (or download icon)
  3. Save it to your device

7) Change your password

  1. In webmail, click Settings
  2. Go to Password (or Security, depending on the interface)
  3. Enter your current password
  4. Enter your new password twice
  5. Save/Update

If you don’t see a password option, your admin may manage passwords - contact your admin or support.

8) Add a signature

  1. Click Settings
  2. Go to Identities (or Signature)
  3. Type your signature (example: name, job title, phone)
  4. Save

9) Create a folder (to organise mail)

  1. Click Settings
  2. Go to Folders
  3. Click Create
  4. Name the folder and save

10) Mark spam or move to junk

  1. Select the email
  2. Click Spam/Junk
  3. It will be moved and the filter learns over time

If a real email is in spam:

  1. Open it
  2. Click Not spam

11) Search for an email

  1. Use the search bar at the top
  2. Type a name, email address, or subject
  3. Press enter



Still need help?

If something isn’t working or doesn’t make sense:

  • contact us
  • include screenshots or error messages if possible

We’ll help you get it sorted quickly.