Fix the most common email problems

Most email problems fall into a handful of categories. Here’s how to recognise and deal with each one.

Spam and unwanted email

Spam is unsolicited bulk email — advertisements, scams, phishing attempts. It’s annoying but manageable.

What to do:

• Use your email app’s spam or junk filter — most flag obvious spam automatically.
• Don’t click links or open attachments in emails you weren’t expecting.
• Keep your device’s antivirus software up to date.
• If you receive a scam email, you can report it to the Australian Communications and Media Authority (ACMA).

Security threats

The main threats to watch for:

• Phishing — emails that look like they’re from a bank, courier, or trusted service but are designed to steal your login or payment details. When in doubt, go directly to the company’s website rather than clicking the link in the email.
• Malware — attachments or links that install harmful software. Never open an attachment from someone you don’t recognise.
• Account hacking — if someone gains access to your email, they can read your messages and send email as you.

Steps to protect yourself:

• Use a strong, unique password for your email account — don’t reuse it on other sites.
• Keep antivirus software up to date.
• If you suspect your account has been accessed by someone else, contact us straight away and we’ll help you secure it.

Configuration and setup problems

If email isn’t arriving, won’t send, or your app keeps asking for a password, the settings are usually the culprit.

Check these first:

• Incoming server: ax.email, port 993, SSL on
• Outgoing server: ax.email, port 465, SSL on
• Username: your full email address (not just the part before the @)
• Password: your email password (not your website or billing password)

See the setup guides for your device:

• iPhone or iPad
• Android
• Outlook on Windows
• Outlook on Mac

If you can’t get in at all, try logging in at ax.email in a browser first — if that works, the settings in your app are the problem. If it doesn’t work there either, your password may need to be reset.

Storage and full mailbox

If your mailbox is full, new messages will bounce back to the sender.

What to do:

• Delete emails you no longer need, especially those with large attachments.
• Empty your Trash folder — deleted emails often sit there and still count toward your quota.
• If you regularly need more storage, contact us and we can look at increasing your limit.

For important emails, consider saving attachments to your computer or cloud storage so you can delete the email itself.

Still stuck?

If none of the above fixes the problem, email us or call 1300 024 766 and we’ll work through it with you.