Email troubleshooting

Email Service Closure

Our Grapevine, nCable and Octa4 email services have reached End of Life and will be closed from 6 June 2023. This closure affects all Grapevine email services (e.g. username@grapevine.com.au or username@homemail.com.au), nCable services (…

550 #5.7.1 SPF unauthorized mail is prohibited

If you attempt to send an email to an iiNet email address and you receive a "550 #5.7.1 SPF unauthorized mail is prohibited" error, this means that your email account is failing a Sender Policy Framework (SPF) check. SPF is a set of rules…

Mailbox size limit exceeded

To check your mailbox storage, log in to iiNet Webmail. Select Settings.

Troubleshooting Cannot receive email

If you use multiple computers/devices to access your email but one of them is set to POP protocol instead of IMAP, that may be preventing your other devices from getting a copy of your emails. Refer to our email setup guides or email…

Cannot send email

If the email failing to send has a large file attachment, try sending a test email with no attachments. Generally, a file attachment should not exceed 20MB in size.

Receiving Spam Emails

If you suspect the email's sender is trying to trick you to into sending them your password, bank details or other personal information, please see Scams and Hoaxes instead. Select one of the links below to jump to a query:

Compromised Email Accounts

An email service is compromised when a third party obtains your iiNet password and uses these details to send email through the iiNet servers. These are typically spam or phishing/scam emails, which in turn generate complaints about the…

Cannot send email on phone or tablet

Select one of the links below to jump to a query:

Updating Your Email Password

If you've recently changed your email password in Toolbox, you might find that the email address stops working in your third-party email software. This is because the settings for that email address need to be updated with the new password…

Troubleshooting Cannot receive email

If you use multiple computers/devices to access your email but one of them is set to POP protocol instead of IMAP, that may be preventing your other devices from getting a copy of your emails.