FAQ

Topic

Why can I no longer log in to the webmailer / browser?
  • Redirect to https://my.mail.de/hackorspam
    Our system has detected spam sending or a hack.
    → Follow **all** steps on the page (usually change password, answer security questions, check devices).
    Access is usually immediately available again afterward.
  • "Login failed due to too many attempts. Try again in 30 minutes."
    Too many incorrect password entries → automatic temporary lock.
    → Wait 30 minutes, then try again.
    Alternatively: Use Forgot password.
  • "User input incorrect (most common causes)."
    • Typos or invisible spaces in the username (often from copy-paste)
    • Wrong password (e.g., old password still in password manager)
    • Custom login name set → main email address no longer works
      Tip: Check carefully, possibly log in via browser without autofill.
  • "The account has been closed."
    Permanent closure (e.g., after cancellation, long-term inactivity, or serious violation).
    → No login possible anymore. For open questions → Contact support.
  • After login, a payment page / balance top-up appears immediately
    Open invoice or balance at 0 (for prepaid).
    → Pay invoice or top up balance → see Top up balance.

I have problems logging into my email client (IMAP, POP3, SMTP - Outlook, Thunderbird etc.)
  • "Connection timed out" / "Server not responding"
    Wrong server name (must be imap.mail.de / smtp.mail.de), wrong port (993/465/587), or temporary IP block due to brute-force attempts from your IP.
  • "Connection refused" / "Connection rejected"
    Mostly wrong port or typo in server name.
  • SSL/TLS/certificate error
    Wrong encryption (e.g., STARTTLS instead of SSL/TLS).
    → All correct settings + app-specific guides: IMAP / POP3 / SMTP settings / Special SMTP error messages

I have problems logging into the mail.de app
Possible error messages (display may vary slightly):
  • Username or password incorrect → Username or password wrong
  • Open invoice → Need to top up balance
  • Account closed
  • Account blocked due to hack/spam → see webmailer note
  • Protocol disabled → IMAP / POP3 / SMTP disabled for your account
    Tip: Test first in browser / webmailer, there you see the most precise message.

What are general tips for login problems?
  • Avoid copy-paste (e.g., invisible spaces)
  • Update password manager after every change
  • Check custom login name (→ Change login name)
  • Recently enabled 2FA / changed password? → Update all devices
  • Still not working? → Contact support (best with: exact error message, device, protocol, when it started)

None of the topics mentioned here helped me?
Contact our support via the contact form.
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