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# I can't send or receive email — what should I check?

Most send/receive problems come down to a settings mismatch in your mail app. Here's how to narrow it down fast.

## Step 1 — Test webmail first

Log in at https://webmail.worldline.ca.

- **Webmail works:** your mailbox and password are fine. The problem is in your mail app's settings — continue below.
- **Webmail doesn't work:** the issue is with the account itself (wrong password, or a service problem on our side). See "How do I change or reset my email password?" or contact support.

## Step 2 — If you can't SEND (messages stuck in Outbox, SMTP errors)

Check your outgoing (SMTP) settings:

- Server: **mail.worldline.ca**
- Port: **465 with SSL/TLS**, or **587 with STARTTLS**
- Authentication: **on** — username is your **full email address**, password is your email password

A common mistake is having the right server but the wrong port/security pairing (for example, port 465 without SSL, or SSL selected on port 587). The pairs must match.

If your settings match exactly and sending still fails, contact support — there may be an issue on the mail server that we need to fix.

## Step 3 — If you can't RECEIVE ("cannot get mail" errors)

Check your incoming settings:

- IMAP: server **mail.worldline.ca**, port **993 with SSL/TLS** (or 143 with STARTTLS)
- POP: server **mail.worldline.ca**, port **995 with SSL/TLS** (or 110)
- Username: your **full email address**

If your phone suddenly stopped receiving mail but your computer still gets it, delete and re-add the account on the phone using the settings above.

## Step 4 — Certificate warnings

If your mail app shows a security certificate error, that's usually something on the server side rather than your device — see "Why am I seeing a security certificate warning in my email app?" You can keep using webmail in the meantime.

## Still stuck?

Email us at support@worldline.ca or call 1-855-299-0025 (Mon–Sat 9am–6pm Eastern, closed Sunday). Tell us whether webmail works for you — it helps us find the problem much faster.