Knowledgebase

How to configure your HelloHost email account on the most common apps and devices.

Your email settings

Before setting up any app, you'll need these details. Replace yourdomain.co.za with your actual domain, and use the full email address and its password when prompted.

Incoming server (IMAP) - mail.yourdomain.co.za

IMAP port - 993 (SSL/TLS)

Outgoing server (SMTP) - mail.yourdomain.co.za

SMTP port - 465 (SSL/TLS) or 587 (STARTTLS)

Username - our full email address, e.g. [email protected]

Password - your email account password

Authentication - required (same as username/password above)

Note: these ports have been confirmed correct for the HelloHost mail server.

Creating an email account in cPanel

Do this first if you haven't already created the mailbox.

1. Log into cPanel (yourdomain.co.za/cpanel or the link from your welcome email)
2. Under Email, click Email Accounts
3. Click Create
4. Enter the username (the part before the @) and choose your domain
5. Set a password, or click Generate for a strong one. Save it somewhere safe
6. Set a mailbox quota (or leave unlimited if your plan allows)
7. Click Create

Your new address is ready to use immediately. You can find your IMAP/SMTP settings for this account under Email Accounts > Connect Devices next to the account.

Microsoft Outlook (desktop)

1. Open Outlook and go to File > Add Account
2. Enter your full email address and click Connect
3. If Outlook doesn't auto detect the settings, choose Advanced options and select Let me set up my account manually
4. Choose IMAP
5. Enter the incoming and outgoing server details from the table above
6. Enter your email address as the username, and your email password
7. Make sure SSL/TLS is enabled for both incoming and outgoing
8. Click Connect, then Done

If Outlook keeps prompting for a password that isn't being accepted, double check there are no extra spaces copied into the password field.

Android phone (Gmail app)

1. Open the Gmail app
2. Tap your profile picture (top right) > Add another account
3. Choose Other
4. Enter your full email address and tap Next
5. Choose Personal (IMAP)
6. Enter your password and tap Next
7. On the incoming server screen, enter the IMAP server and port 993, with security type SSL/TLS
8. On the outgoing server screen, enter the SMTP server and port 465 (or 587 with STARTTLS)
9. Enter the same username and password again if prompted
10. Tap Next through the remaining options, then Done

Note: some Android phones use a separate built in Email app instead of Gmail. The steps are the same, just choose IMAP as the account type and enter the same settings.

Mozilla Thunderbird

1. Open Thunderbird and go to Account Settings (or the hamburger menu > New > Existing Mail Account)
2. Enter your name, full email address, and password
3. Click Configure manually before Thunderbird finishes auto detecting
4. Set:
   • Incoming: IMAP, server and port 993, SSL/TLS, Normal password
   • Outgoing: SMTP, server and port 465, SSL/TLS, Normal password
5. Username: your full email address
6. Click the retest button, then Done

If Thunderbird shows a certificate warning, confirm the server name matches exactly what's in the table above before accepting.

iOS (iPhone/iPad Mail app)

1. Go to Settings > Mail > Accounts > Add Account
2. Tap Other, then Add Mail Account
3. Enter your name, email address, password, and a description, then tap Next
4. Choose IMAP
5. Under Incoming Mail Server, enter the host name, your full email as username, and your password
6. Under Outgoing Mail Server, enter the same host name, username, and password
7. Tap Next. iOS will verify the settings
8. If prompted for port numbers, use 993 for incoming and 465 for outgoing, both with SSL enabled (toggle Use SSL on under Advanced if not already on)
9. Tap Save

macOS Mail app

1. Open Mail, then go to Mail > Add Account (or System Settings > Internet Accounts > Add Account on newer macOS)
2. Choose Other Mail Account
3. Enter your name, email address, and password, then click Sign In
4. If Mail can't find the settings automatically, you'll be asked for them manually:
   • Incoming mail server: as in the table above, port 993, SSL
   • Outgoing mail server: as in the table above, port 465, SSL
5. Enter your full email address as the username for both
6. Click Sign In to finish

Common issues

"Username or password incorrect". Confirm you're using the full email address (not just the part before the @) as the username, and that the password matches exactly what was set in cPanel.

Emails send but don't receive, or vice versa. Usually means the incoming or outgoing port/security type doesn't match. Double check SSL/TLS is selected, not "None" or "STARTTLS" where SSL/TLS is expected.

Can't connect at all. Confirm the domain's DNS has propagated (new domains can take a few hours) and that the mail server hostname resolves. Your IT contact or HelloHost support can confirm this from the server side.

Still stuck? Contact HelloHost support with your domain name and which app you're setting up, and we'll help you get connected.