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Richard
Richard, Software Engineer
Category: Email
Satisfied Customers: 37648
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: 11 months ago.
Category: Email
Expert:  Richard replied 11 months ago.

Hi there Peter and welcome

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

Customer: replied 11 months ago.
BT Mail
Expert:  Richard replied 11 months 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 3 other Email Specialists are ready to help you
Expert:  Richard replied 11 months 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 11 months ago.
can you send the link to her iPad her email is***@******.*** ?
Expert:  Richard replied 11 months ago.

done

Customer: replied 11 months ago.
I have signed on on your line.
Expert:  Richard replied 11 months 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 11 months ago.
No still the same msg cannot send mail
Expert:  Richard replied 11 months ago.

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

Customer: replied 11 months ago.
Expert:  Richard replied 11 months ago.

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

Customer: replied 11 months ago.
OK Its gone
Expert:  Richard replied 11 months ago.

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

Customer: replied 11 months ago.
just a list of mail accounts
Expert:  Richard replied 11 months ago.

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

Customer: replied 11 months ago.
No I had to go into OTHER to set mine up
Expert:  Richard replied 11 months 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 11 months ago.
OK its back up
Customer: replied 11 months ago.
Hi Richard still not working. all checks are ok
Expert:  Richard replied 11 months ago.

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

And add it this way

Customer: replied 11 months ago.
It didn't recognise the email address
Expert:  Richard replied 11 months ago.

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

Customer: replied 11 months ago.
Added back on still the same msg still saying cannot send mail id or password *****
Expert:  Richard replied 11 months ago.

from your iPad correct? And it actually does add?

Customer: replied 11 months ago.
it was all ticked and saved
Expert:  Richard replied 11 months 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 11 months ago.
ok i'm doing that but i am in a queue
Expert:  Richard replied 11 months ago.

thanks