Cannot send email
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If the email failing to send has a large file attachment, try sending a test email with no attachments. Generally, a file attachment should not exceed 20MB in size.
Note: If you need to send larger files over the internet, consider a file sharing service such as Hightail. -
Log in to Post Office. If you’re unable to log in due to a forgotten password, attempt to recover your password.
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Send yourself a test email and wait a few minutes to see if it arrives in your Post Office inbox.
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If you can't log in to Post Office or you didn't receive your test email, please call us on 13 14 23 for further assistance.
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If you successfully sent an email in Post Office, the issue can be with the settings in any third-party email software you're using (e.g. Outlook, Thunderbird, Mac Mail).
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Use the relevant setup instructions to edit the settings for your existing email account, particularly:
Port & security type: 465 & SSL/TLS
Authentication/password: Yes - use your email address as the username, and your email password -
If you decide to recreate your email account or “start from scratch”, you should not delete your original account setup unless you have already saved all important emails to your computer’s Desktop or hard drive.
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Run an Antivirus or malware scan using your Antivirus software. Please contact your Antivirus software’s Customer Support if you're not sure how to do this.
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Temporarily disable any firewall, antivirus or anti-malware software and attempt to browse again. Please contact your security software’s Customer Support if you're not sure how to do this, or you need help changing the software settings to allow emails.
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Call us on 13 14 23 for further assistance.
SMTP Errors
If you can't send email using your Email Client but can send through our Post Office, chances are your email address have been block from using our SMTP server. You may get the following error message when sending email.
For MAC: Rejected by the SMTP Server
For Windows: Banned from using SMTP
This means sending email using SMTP has been blocked for security reasons.
The most common issue is when an email address has been compromised and is being use for the following:
- TPG SMTP servers detected that the email address is sending spam emails, virus or malware.
- TPG SMTP server has detected that your account is sending message to a large number of recipients; Unsolicited bulk email (UBE) / Unsolicited commercial email (UCE).
- TPG SMTP Server has detected that your email has been use with a foreign IP Address “overseas”.
You can follow the simple steps below to fix this issue:
- Log in to My Account to Change you TPG account password.
- After changing the password. Wait for 15-30 minutes before sending an email.