What to do if an Alibaba Mail employee account is blocked or frozen?

Alibaba Mail accounts can become inaccessible for three different reasons. Identify the correct scenario below and follow the resolution steps.

Alibaba Mail applies different account restrictions based on the situation. The table below helps you identify the account state and determine who needs to act.

• Restore account: Restores a frozen account.

• Freeze account: Prevents logon and stops emails from being sent or received.

• Unlock account: Unlocks an account that was locked due to incorrect password entries.

• Unblock account: Unblocks an account that was blocked from sending emails.

Scenario 1: The mailbox is frozen

A frozen account is one that an administrator has manually deactivated. The account cannot log on and cannot send or receive emails.

• After you enter the correct mailbox account and password, a message appears: "Your account has been frozen or logged off. Contact your mailbox administrator."

Restore a frozen account

Contact your company's mailbox administrator to restore the account.

The administrator goes to Organization and Users > Mailbox Management, searches for and selects the account, then clicks Restore Account under Account Status Operation. Ask the employee to reset their password after logging on.

Scenario 2: The mailbox is locked

A locked account occurs when too many incorrect password attempts are made. The system automatically locks the IP address for 1 hour to prevent further attempts.

• The password was entered incorrectly multiple times, and a message appears: "Too many incorrect password attempts. Please try again in 1 hour."

• The security rules for the mailbox account automatically lock the IP address for 1 hour to prevent logon attempts after too many incorrect password entries.

Unlock a locked account

Option 1: Wait for the automatic unlock

1. Stop all logon attempts immediately. Close any email clients, such as Outlook or Foxmail, and email apps on your mobile devices.

2. Wait 1 hour. The account unlocks automatically after the lockout period expires.

Option 2: Ask the administrator to unlock manually

If waiting 1 hour is not acceptable, contact your mailbox administrator to unlock the account immediately.

The administrator goes to Organization and Users > Mailbox Management, searches for and selects the account, then clicks Unlock Account under Account Status Operation. Ask the employee to reset their password after logging on.

Scenario 3: The mailbox is blocked

An account is blocked when it exceeds outbound sending limits or triggers spam detection. The blocked account can still receive emails and log on, but outgoing emails are restricted.

When an account is blocked, the system notifies both parties automatically:

• The mailbox administrator receives a text message notification.

• The affected user receives an email notification.

Text message:

Email:

After logging on, a notification appears stating that outgoing emails are restricted.

Unblock a blocked account

Contact your company's mailbox administrator.

Before unblocking the account, the administrator should review why the account was blocked and confirm the account is not compromised. The administrator goes to Organization and Users > Mailbox Management, searches for and selects the account, then clicks Unblock Account under Account Status Operation. Ask the employee to reset their password after logging on.