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Richard
Richard, Software Engineer
Category: Email
Satisfied Customers: 40128
Experience:  Over 15 year experience in Email Systems and Programs
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I have had problem with my email sending but not receiving

Customer Question

Hi I have had problem with my email sending but not receiving so I have added a new email address which I have eventually got working. I sent an email to my wifes email on on her iPad which she received but when she replied it says CANNOT SEND MAIL user name or password ***** ***** I have gone into the set up and put the password ***** again but still get the same msg. Please can you help.
Peter Redshaw
Submitted: 1 year ago.
Category: Email
Expert:  Richard replied 1 year ago.

Hi there Peter and welcome

With which email service is your wife using that has the problem?

Customer: replied 1 year ago.
BT Mail
Expert:  Richard replied 1 year ago.

Thanks

If you go to my link below

https://signin1.bt.com/login/emailloginform?s_cid=con_Furl_mail&utm_source=ATL&utm_medium=FURL&utm_content=R&utm_campaign=btmail

can she sign into her account there?

Please let me know

Richard and 2 other Email Specialists are ready to help you
Expert:  Richard replied 1 year ago.

Thank you

Can you go to www.teamviewer.com

Click on Download in the middle of the page

Download and install the program and give me the ID and Password ***** please so I can connect

Do not close the program but leave it open else I will not be able to connect

Thank you

Customer: replied 1 year ago.
can you send the link to her iPad her email is***@******.*** ?
Expert:  Richard replied 1 year ago.

done

Customer: replied 1 year ago.
I have signed on on your line.
Expert:  Richard replied 1 year ago.

ok, then on the iPad go to Settings, Mail, press on the email account and press Delete Account

Then add the account in and it should now receive

Let me know the results please.

Customer: replied 1 year ago.
No still the same msg cannot send mail
Expert:  Richard replied 1 year ago.

but she removed the email account correct? So actually removed it from the iPad?

Customer: replied 1 year ago.
Expert:  Richard replied 1 year ago.

ok, remove it again, tell me when it is gone

Customer: replied 1 year ago.
OK Its gone
Expert:  Richard replied 1 year ago.

ok, so if she now opens the mail app on the iPad, she sees nothing there right? It is empty.

Customer: replied 1 year ago.
just a list of mail accounts
Expert:  Richard replied 1 year ago.

ok, but the mail accounts, is the BT one there?

Customer: replied 1 year ago.
No I had to go into OTHER to set mine up
Expert:  Richard replied 1 year ago.

ok, now hold the home and power buttons on the iPad until you see the apple logo then release.

Let the iPad restart and tell me when it has please

Customer: replied 1 year ago.
OK its back up
Customer: replied 1 year ago.
Hi Richard still not working. all checks are ok
Expert:  Richard replied 1 year ago.

ok, remove it and this time add it but do not choose OTHER but choose YAHOO

And add it this way

Customer: replied 1 year ago.
It didn't recognise the email address
Expert:  Richard replied 1 year ago.

add her email account to your iPad, can you email from your iPad under her account?

Customer: replied 1 year ago.
Added back on still the same msg still saying cannot send mail id or password *****
Expert:  Richard replied 1 year ago.

from your iPad correct? And it actually does add?

Customer: replied 1 year ago.
it was all ticked and saved
Expert:  Richard replied 1 year ago.

Thanks, ***** ***** cause left as it is not the devices is that there is a block on her account to email.

Call 0800(###) ###-#### and have them remove this block so she can send again.

Customer: replied 1 year ago.
ok i'm doing that but i am in a queue
Expert:  Richard replied 1 year ago.

thanks