Troubleshooting Cannot receive email

  1. If you use multiple computers/devices to access your email due to the use of POP protocol instead of IMAP, your devices may be may be prevented from getting a copy of your emails. Refer to our email setup guides or email settings article for help adjusting your email setup.

  2. Try to log in to Post Office. If you’re unable to log in due to a forgotten password, attempt to recover your password.

  3. Some mail may not be received if it's being flagged and deleted as spam. In Settings > Mail Filter Settings., change the Junk Mail Filtering on incoming emails to Low (Normal)

  4. Change Junk messages should be sent  to To my Inbox and tag the subject line with [SPAM].

  5. Click Save Settings to save your changes.  

    Post Office - Mail Filtering+Spam Tagging

  6. Send a test email to your own email address and wait a few minutes to see if it arrives in your Post Office inbox.

  7. 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.

  8. If you did receive your test email in Post Office, the issue is most likely with the settings in any third-party email software you're using (e.g. Outlook, Thunderbird, Mac Mail).

  9. Use the relevant setup instructions to edit the settings for your existing email account, particularly:

    Protocol: POP
    Username: Your full TPG email address
    Password: Your TPG email address password
    Mail server: mail.tpg.com.au
    Port & security type: 995 & SSL/TLS
    Authentication: Enabled/password

    Important: 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.

  10. 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.

  11. 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.

  12. Call us on 13 14 23 for further assistance.

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