SMTP authentication is required for all outgoing email on our servers. Customers using an email client such as Thunderbird, Outlook or Mac Mail may be affected if they do not have the authentication properly set for the outgoing server. If you are receiving “550 Access denied – Invalid HELO name” (or a similar error message) in your email client, please check your settings as follows:

Enabling SMTP Authentication

To resolve this error, you simply need to enable SMTP Authentication in your email client. The instructions below will provide the steps to do this for a few common mail clients.

Microsoft Outlook 2010 / 2013

1. From the Menu Bar, Click the “File” tab.
2. Click the Info tab on the left and select “Accounts Settings”. Click “Account Settings“.
3. Select your Email account then Click “Change“.
4. Click “More settings“.
5. Select “Outgoing Server” tab.
6. Select the box beside “My outgoing server (SMTP) requires authentication“.
7. Select “Use same settings as my incoming email server“.
8. Click “Ok”.
9. Click “Next“.
10. Click “Finish“.

Microsoft Outlook 2007 and earlier

1. From the Menu Bar, Click “Tools” then Click “E-mail Accounts”.
2. Select “View or change existing e-mail accounts” then Click “Next“.
3. Select your Email account then Click “Change“
4. Click “More settings“.
5. Select “Outgoing Server” tab.
6. Select the box beside “My outgoing server (SMTP) requires authentication“.
7. Select “Use same settings as my incoming email server“.
8. Click “Ok“.
9. Click “Next“.
10. Click “Finish“.

Thunderbird

Note: These instructions are based on thunderbird version 68.6.0 (32-bit)

1. Click on the Mail account that you are working with (you can have more than one account in Thunderbird). this will bring up the main menu for Thunderbird in the middle of the screen.
2. Click on View settings for this account.
3. This will bring up the Account Settings window where you can click on “Outgoing Server (SMTP)” at the bottom of the list in on the left side of the window.
4. Select the appropriate outgoing server and click the “Edit” button in the window that appears.
5. Make sure “Authentication method” is set to “Normal password“.
6. Click “OK” to close the SMTP edit window and again on the Account Settings window.

Mac Mail

1. From within Mac Mail Click Mail > Preferences > Accounts
2. Click on the account you’re working with.
3. Click on the Server Settings tab, then look for “Outgoing Mail Server (SMTP)“.  You may need to uncheck the box labeled Automatically manage connection settings. Click the drop-down arrow next to your account name and select “Edit SMTP Server List…“
4. Under Server Settings, find Authentication and make sure it is set to “Password“.
5. Click “OK” to close the edit window
6. Then click on the Save button to save your changes.