Why Business Email may stop working and how to fix it

Applies to: Business Email services on Odinson using CrossBox and Plesk-managed mailboxes.

Use this article when mail stops sending, stops receiving, or starts asking for the password over and over again.

Before you start

• Confirm the full mailbox address.
• Confirm whether the problem happens in CrossBox, in Outlook, on a phone, or everywhere.

Steps on OneNet Servers

1. Test the mailbox in CrossBox webmail first.
2. If webmail works, recheck the mail app username, password, IMAP port, SMTP port, and SMTP authentication.
3. If webmail fails too, reset the mailbox password from the Plesk mail side and test again.
4. Check whether the domain still points its mail DNS to Odinson, especially after a recent migration or nameserver change.

What you should see next

• You should know whether the issue is the mailbox itself, the app profile, or the DNS path.

Common issues

• The most common causes are wrong saved passwords, short usernames instead of the full mailbox address, and broken MX or SPF changes.

Next steps on OneNet Servers

• Set up Business Email on Outlook and mobile
• Create email accounts in Plesk and CrossBox

When to contact support: Contact support if CrossBox webmail fails with the same credentials or if DNS already points correctly to Odinson and mail still will not send or receive.