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My email doesn’t work when using a VPN

Problem

You experience difficulties sending or receiving emails when you’re connected to NordVPN.

Common symptoms

  • You can open email messages, but they’re missing text content.
  • Outgoing emails remain stuck in your inbox and have not been sent.
  • You are not receiving email messages.
  • The layout of the email is distorted, with overlapping text or elements out of place.
  • You receive error messages related to page scripts if accessing your email on a browser.

Troubleshooting steps

NOTE: Some email providers do not allow sending mail through email clients while connected to a VPN. If this is the case, the only way to use the mail service while connected to NordVPN is to access your email provider’s website on your browser.

  • Check your mail domain using an MX record checker. If the results are invalid or missing, contact your mail domain provider.
  • Try to connect to different server locations.
  • Change the VPN protocol.
  • Disable custom DNS if they are enabled.
  • Change the SMTP port of your email client:
    NOTE: You can no longer change SMTP ports on Microsoft Outlook.
    • Mozilla Thunderbird:

      1. Open the Thunderbird client.
      2. Click the menu icon at the top right. 
      3. Click the “Account Settings” button.
      4. Click the “Edit SMTP server” button on the right of the outgoing server (SMTP).
      5. Change the port to “465” or “587” and click “OK.”

    • Apple Mail:

      1. Open Apple Mail
      2. Click the “Mail” option at the top left.
      3. Click the “Settings” button.
      4. Click the “Accounts” button
      5. Select your mail provider.
      6. Click the “Server Settings” button 
      7. Click “Outgoing Mail Account”.
      8. Choose “Edit SMTP server list” in the pop-up menu.

  • Pause any third-party web protection services to see if they interfere with NordVPN’s SmartPlay feature.
  • Temporarily disable Threat Protection features for NordVPN applications to see if they’re causing issues:

    • For NordVPN Windows apps and macOS apps downloaded from the NordVPN website, disable NordVPN Threat Protection Pro™: 

      1. Click the shield icon on the left side of the NordVPN application.
      2. Click “Overview” and try disabling every feature one by one to check which one is causing issues.

    • For NordVPN apps on iOS and Android devices: 

      1. Tap the shield icon at the bottom of the NordVPN app.
      2. Disable “Use Threat Protection.”

    • For NordVPN Linux apps, macOS apps downloaded from the App Store, and browser extensions:

      1. Click “Settings.” 
      2. Click “Security and Privacy.”
      3. Disable Threat Protection.

Additional tips

  • Make sure your device has a stable and active internet connection.
  • Try restarting your modem and router. 
  • Try accessing your email while connected to a different Wi-Fi network or using mobile data.
  • Close and relaunch your email app, or refresh your webmail page.
  • Copy the URL of the email message and paste it in a new browser page.
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