I cannot send or receive email through my email client.

You are receiving a message similar to one of the following:

• "The connection to server has failed..."  

• "...is another session active..."

• "The password is rejected..."

The message you receive will vary depending on which email client you are using (for example, Microsoft Outlook, Outlook Express, Netscape, Eudora, etc.).

Step 1: Check your Internet connection.
Open your internet browser and try to view some web pages such as yahoo.com, aol.com, or msn.com.  If you cannot view web pages such as these, then the problem is most likely with your Internet Service Provider (ISP).  Your next step would be to contact their Support Team or Customer Service.

Step 2: Try accessing your WebMail account.
If you have verified that your Internet connection is working properly, try accessing your web based email account.  If you are able to successfully login and utilize your web based email account, then the problem most likely lies in the settings of your email client.

Step 3: Check the settings in your email client.
If you have verified that your Internet connection is working properly, double-check that your account has been setup correctly.  If the normal and properly entered settings do not work, try inserting the IP address of your site instead of your domain (as your incoming and/or outgoing mail server).  To obtain your sites IP address, contact our support team, support@pebblehaven.com.  

Step 4: If you are receiving "The password is rejected..." message.
In most cases, if you are receiving this message, you can login into your domain's Control Panel by pointing your browser to www.yourdomain.com/siteadmin/.  Reset the password and see if you are able to send and receive.  Please note that only the owner or manager of the domain will have access to the Control Panel.

Step 5: "Restart" your computer, router and modem
Try turning the power off on your computer, then your router, then your modem.  Then, turn the modem's power back on, wait about 60 seconds, turn the router's power back on, wait about 60 seconds, turn the computer's power back on.  

Still having difficulty?
If you have completed all the steps above and still are not able to send or receive your email, please send an email our support team at support@pebblehaven.com.  Please specify the difficulty you are having and they will be able to look into the issue further before contacting you via email.