Short answer: in Outlook, the incoming server is server.whitelabelhostingplatform.com on IMAP port 993 with SSL/TLS. Outgoing mail uses the same server on SMTP port 465 with SSL/TLS. The username is the full email address.
Apple Mail and Thunderbird use the same servers, ports and encryption. The password is the mailbox password, not the password for cPanel or the client portal. These settings are for a mailbox created on HSJ Host cPanel hosting. They are not the settings for Microsoft 365, Gmail, or a mailbox hosted somewhere else.
IMAP settings
| Incoming (IMAP) | Outgoing (SMTP) | |
|---|---|---|
| Server | server.whitelabelhostingplatform.com | server.whitelabelhostingplatform.com |
| Port | 993 | 465 |
| Encryption | SSL/TLS | SSL/TLS |
| Authentication | Password | Required, password |
| Username | Full email address | Full email address |
The same list is in cPanel under Email Accounts, then Connect Devices, after you create the email account. If Connect Devices shows this server, use it even when Outlook’s automatic search suggests a different host. server.whitelabelhostingplatform.com is HSJ Host infrastructure, the same platform as the cPanel nameservers.
Add the mailbox in Outlook
- Add an account and choose IMAP when Outlook asks for the account type. Do not choose Microsoft 365, Exchange, or Google.
- Enter the full email address, such as [email protected], and the mailbox password.
- If Outlook does not find the server, open the advanced or manual settings and type the incoming and outgoing values from the table. Fill in both servers. An empty outgoing server can receive mail and then fail when you press Send.
- Set encryption to SSL/TLS on port 993 for IMAP and SSL/TLS on port 465 for SMTP. Leave SMTP authentication turned on, and use the same full email address and password for outgoing mail.
Outlook on Windows, the new Outlook, and Outlook on a Mac do not share one set of buttons, so the labels vary. The values do not. Any screen that asks for an IMAP server, an SMTP server, a port, and SSL is the screen that needs this table.
Use IMAP rather than POP
IMAP leaves the messages on the server. Webmail, a phone, and Outlook then show the same inbox, sent mail, and folders. POP downloads mail to one device and can remove it from the server, so the other devices look empty. Use the IMAP port in the table unless you have a reason to keep mail on one computer only.
The mailbox also has to be able to receive mail. If messages to the domain never arrive in webmail either, the MX record is the next thing to check. A mailbox can be created before that record is changed. It will not receive new internet mail until the MX record points here.
Which username and password
The username is the full address, including the @ and the domain. A username of hello or just the domain will not authenticate. The password is the one set on that mailbox in cPanel. The client portal password will not open the mailbox, and the cPanel account password will not open it either, unless you happened to set them to the same value.
If the mailbox password is lost, reset it from Email Accounts in cPanel. Changing the portal password does not change the mailbox. After a reset, update Outlook as well, or it will keep trying the old password and the server may temporarily block the login.
Apple Mail and Thunderbird
Use the same server, the same IMAP port and the same SMTP port. In Apple Mail, choose IMAP and enter the incoming and outgoing servers yourself if the automatic setup guesses a different host. Turn on SSL for both. In Thunderbird, pick IMAP, then set SSL/TLS and password authentication on both servers. The username is again the full email address on the way in and on the way out.
If the app will not send or receive
- The username is only the part before the @ sign. Put the full address in both the incoming and outgoing username fields.
- Encryption is set to none, or to a different mode, while the port is 993 or 465. Those ports expect SSL/TLS.
- Outlook created a Microsoft 365 account. Remove that account and add the mailbox again as IMAP, with the servers typed in.
- Sending works in webmail but not in the app. SMTP authentication is off, the outgoing server is blank, or the outgoing username is wrong. Webmail proves the mailbox can send.
- Webmail is empty as well. Mail is still being delivered somewhere else. Check the MX record before you change the app again.
- Webmail has the message and Outlook does not. The account is added, and the first sync of a large mailbox can take a few minutes. Check that you are looking at the Inbox for this account, not an older mailbox still configured in the app.
For the hosting login, use the HSJ Host client portal. Do not send the account password by email. Phone support is available Monday to Friday, 9 am to 9 pm AEST/AEDT, on 1800 519 724. Support tickets can be submitted 24/7.