Email troubleshooting

Is your email not downloading? Missing email can leave you out of touch, but these tips may get it working again.

 

 

 

If you need help with doing any step, visit the Devices page, select your device, and find the steps.

 

Email setup, sending, and receiving issues

  1. Check your device shows at least 2 bars signal. If you have less, your signal is too low for reliable data speeds. Check out Signal issues.
  2. See the Coverage map to ensure your area has T-Mobile 3G, 4G, or LTE coverage.
  3. In the web browser, open a few web pages to check your Internet connection is loading. If not, follow No Internet instead.
  4. On a computer, check your email as a test. If it does not send/receive new messages, the problem is with the email service. Contact the email provider.
  5. If you have an email program on your computer or other device, set it to leave emails on the server. If it removes emails, your device won't find them.
  6. Open the app store, and search for the email provider's app.
    • Use it to read your email and attachments instead.
    • Some providers rely on you using their app, and make it easy to set up.
  7. If not using an email provider's app, find their most up-to-date email settings or ask their customer service. Then check them in your email app, including:
    • Email address
    • Incoming server address
    • Outgoing server address
    • Domain
    • User name
    • Password
    • SSL Encryption
  8. Check if you have two-step verification on the email account. If you do, you need to follow the email provider's steps to activate email on the device or else turn the feature off.
  9. Turn off any data saver, battery saving, or power saving features or apps. These can interfere with data service.
  10. For Android devices:
    • Clear the app cache and data for the app you are using for email (usually Email, Mail, or Gmail).
    • In device settings for Data Usage, check if data has been restricted in the email app you're using.
    • If using an Exchange account, check the Settings > Account > Exchange account to activate device administrator if necessary.
  11. For Apple iPhone, check the Settings > Accounts & Passwords > Fetch New Data settings, for new email to be pushed to your device when available
  12. Check your device has enough free storage space. T-Mobile recommends having at least 15% of the on-device storage free.
  13. Restart the device.
  14. Test the email again.
  15. If email is still not working, delete the email account from the device.
  16. Add the email account again, and double-check all of your settings as you enter them.
  17. If problems continue, contact your email provider for their email settings and email service troubleshooting. Although T-Mobile supports your data connection, email providers support their services working on mobile.

 

 

Attachments don't download

  1. Check that the device has plenty of free storage space. T-Mobile recommends having at least 15% of the storage free.
  2. Open the app store, and search for the email provider's app. If there is one available, download it and use it to read your email and attachments.
  3. For Android devices, clear the app cache and data for the Download Manager.
  4. If the attachment still does not download, delete the email account from the device and re-add it.

 

 

Attachments download but don't open

The attachment was sent in a file type that your device doesn't support by default.

 

  1. Check the attachment in your email to see the file type.
  2. Visit the Devices page, and look at your device Tech Specs to see file types your device supports.
  3. Try to open the attachment in Gmail, if possible. Gmail can open common file types.
  4. If it still isn't opening, search the app store for apps that can open the file type. Third-party apps add support for more files.

 

 

Tmomail.net issues

  1. On My T-Mobile, log in and check that you do not have any message blocking features. They can prevent Tmomail.net messages.
  2. If you have Family Allowances, log in and check that you have no blocks in place. They can prevent Tmomail.net messages.
  3. Make sure that the email is being sent as plain text only. The service cannot send HTML.