Have a question?

This article should resolve most any issues you may encounter with SecureMyEmail. But, if not, we're happy to help!

Not to sound like Apple fanboys, but we have found that if issues occur, they usually occur on Windows PCs or Android devices because of the myriad of customization options, operating systems, and third party security solutions. But, not always. ;-)

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If you have previously been connecting fine to this email account, it is likely just a temporary issue caused by one of the following reasons:

Your email provider "dropped your security token."

This one is probably the most common. This usually happens if your email provider detects what they think is "suspicious activity" such as connecting from different IP addresses with a VPN or location change, etc. But, it can also "just happen" sometimes.

The fix is easy though. You just need to reauthenticate by going to Settings--Email Settings. Click on the email address in question, and then the button for your provider, and then either sign into your provider again or double check your server settings if it's a manual set up. OAuth should be "on" for all major providers (Google, Yahoo, Microsoft, AOL) but off for other mail providers.

A disruption in your internet connection.

Doesn't happen a lot, but it can happen.

New security added to your network or device?

This could be an OS update, firewall change, new security program (VPN, antivirus, anti-phishing, ad blocker, browser settings, etc.). Make sure SecureMyEmail is allowed/whitelisted if this is possible. If you can't resolve, please contact us with what info you have and we'll help you.

Your email provider is having a technical issue.

Again...doesn't happen a lot, but it does happen. Check other clients or webmail to make sure everything is okay.

Your connection is being temporarily refused because you have too many email clients connecting at one time (this usually resolves on its own).

I have no idea.

By far the most common. :) Go with these classics. They work.

• Try restarting/power-cycling the device. This can clear out bad cached data, gremlins, and other ghosts in the machine.

• If a Mac or PC, try quitting SecureMyEmail, clearing your browser cache, and then relaunching. Modern browsers try to cache data to "better your experience" and increase speed, but it can lead to issues. Always good to clear out the cobwebs.

• Uninstall SecureMyEmail -- Restart device -- Download and Install fresh software. The big dog. Can work wonders with most any software or hardware.

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If you are having issues after initial setup, here are some things to check:

Make sure IMAP and SMTP are enabled with your email provider.

If you are already using email with a non-webmail email client, this probably isn't the issue.

We typically only see this with Outlook.com accounts (especially if purchased through GoDaddy), but if you have issues with your email loading, especially if you try to send email and see "Drafts folder not found." this is likely the problem.

GoDaddy (as of October 2024) appears to make you contact their support to get IMAP turned on. Which is absolutely ridiculous. They removed the button from Outlook settings interface we suppose in an effort to force you to use their webmail. They'll almost have to stop doing this as it breaks every client that is not GoDaddy webmail, but just FYI.

VPNs/Proxies/DNS

Our VPN service, and many many others, work just fine. But, those that filter or interfere with your traffic can cause issues. If that is the case, you probably don't want to use them, btw!

Note that a really sketchy VPN (even some major ones) may even interfere when it is turned off or quit. But, again, if they are interfering with your networking and traffic this much, you should get a different VPN.

Antivirus Programs

Make sure SecureMyEmail is "whitelisted" or "Allowed," etc. Once resolved, you may want to Quit and Relaunch SecureMyEmail. or, if you want to be sure it didn't corrupt the install, or still doesn't work, uninstall SecureMyEmail, RESTART device, and reinstall.

Most of these are easily fixed, but we can say that Bitdefender can be a real pain sometimes. Please feel free to send us any remedies you find for any particular antivirus programs as they can definitely be problematic!

Ad Blockers - These can interfere. Perhaps using a different browser with SecureMyEmail or if you can configure to only block ads per tab in your browser, that should help.

Is SecureMyEmail running? Is it maybe a "stale window?"

Check taskbars, etc. and click on SecureMyEmail icon and select "Open SecureMyEmail." Or, try relaunching from Start Menu (Windows), Applications folder/Dock (Mac), or on mobile device. Again, after relaunching, you may ned to click on the little SecureMyEmail icon in takbar to open.

Firewalls

Could be on your device or a hardware "network level" firewall. Doesn't happen a lot, but it can happen.

Pro Tip: One way to narrow this, and other issues, down is to install one of our mobile apps and try to connect over Wi-Fi and cellular. If it connects over Wi-Fi, it's something on the other device. If it fails on Wi-Fi, but connects over cellular, it's likely network/firewall/ISP related.

Windows Defender

May cause issues with setup or connecting. This should be easily remedied by "allowing" SecureMyEmail in Window Defender settings.

Browser plugins and settings

Best way to test? Copy/paste http://localhost:59269/#/login into another browser and try to log in.

Some security program (or person) says the connection isn't safe because it isn't using HTTPS?

This is a false positive. SecureMyEmail uses what is called "Localhost" on Macs and PCs (and real applications on iOS and Android), which means SecureMyEmail runs locally on your device, not on a far off webserver like most others. This is far more secure than a website. HTTPS is to secure traffic between you and distant websites. Because we run "locally" on your device, you don't need HTTPS. You may have to contact the support of whatever program is telling you it's insecure so they can tell you how to fix their malfunction.

Bad Data Caching

Let's just say it's amazing what restarting a device, emptying your browser cache, or a full uninstall/reinstall of oursoftware can do. Devices and software can get gummed up sometimes.

Does your email provider require an “app-specific password?”

An app-specific password is a password your mail provider mandates that you use with third party apps in place of your real email password. This is to mitigate the risk of exposing your actual email password. When SecureMyEmail asks for your mail password, this is the password that you must use as your regular email password will NOT work.

Below are the major email providers that require this (with links to how to generate the app-specific password).

Apple iCloud Mail

Zoho Mail

Fastmail

Do you have two factor authentication set up with your email provider?

Try turning it off and retrying to see what happens. If that seems to be the issue, contact support and we can investigate.

If none of that works, contact our Support Team and we'll figure it out! Tell them who your email provider is and what you’ve tried.