Forgotten mailbox password

Symptoms

• Webmail or the mail client rejects the mailbox password.
• You do not know the password for a mailbox you manage.
• The mail client stopped working after a password change on another device.

Common causes

• The password was changed, and a device still uses the old one.
• The password was never stored, or was set by someone else on the account.
• Caps Lock or a keyboard layout change caused a typing error.

Safe initial checks

1. Try the password in webmail, with Caps Lock off and the keyboard layout confirmed.
2. Check other devices that may still hold the old password.
3. Check who manages the account. Only the account owner or an administrator can reset a mailbox password.

Step-by-step solutions

1. Reset the mailbox password in the hosting panel or the email management area. See Create mailboxes or Create an email account.
2. Update the mail client with the new password, on every device.
3. Update the phone or tablet mail settings the same way.
4. Use a password manager to store the new password, so it is not lost again.

How to confirm the issue is fixed

• You sign in to webmail with the new password.
• The mail client receives messages after you enter the new password.

When to contact support

Contact support if you cannot reach the panel to reset the password, or if you no longer control the account owner's email.

Information to include in a support ticket

• The mailbox address, and which device or client shows the error.
• The exact error text, but never the password.

Related articles

• Access webmail
• Securing accounts
• Email client settings
• Account security

Last reviewed

2026-10-27