Troubleshoot login failures

Unable to log in to the web client

The default login URL for Alibaba Mail is https://qiye.aliyun.com/.

Possible causes

1. Incorrect account or password

Verify that your account name and password do not contain extra characters or spaces.

"Username or password incorrect" or "Verification code incorrect" error when logging in to the Alibaba Mail web client.

To reset a forgotten password:

For employees: How to change your Alibaba Mail password?

For administrators: Verify that the account exists and reset the password.

Reset the Postmaster administrator account password

Reset security factors for a Postmaster account

How do I reset an employee's account password?

2. Forgotten account name

If you have forgotten your email account name, contact your administrator.

They can find your account using your name, employee ID, or department.

3. Account is frozen, locked, or suspended

• Scenario 1: The mailbox is frozen. You see the message: "Your account has been frozen or deleted. Please contact your email administrator."

• Scenario 2: The mailbox is locked. You see the message: "Too many incorrect password attempts. Please try again in 1 hour."

• Scenario 3: The account is suspended. After logging in, you are notified that outbound sending is restricted. The administrator is notified via SMS, and the user is notified via email.

What to do if an employee's Alibaba Mail account is suspended or frozen?

4. MFA failure: Mobile number unavailable

Contact your administrator for assistance. If you unbind your phone number, promptly bind a new one to maintain account security.

For administrators:

How do I reset an employee's account password?

How do I unbind a security phone number?

5. IP login restriction

The email administrator has configured an IP-based login policy. How to set IP login restrictions and an IP blocklist?

6. Cannot access mail.[your_domain]

You can log in at the default Alibaba Mail URL https://qiye.aliyun.com/, but you cannot access your company's custom mail domain.

Check your DNS settings. Add a CNAME record with the host record set to "mail" and the record value set to qiye.aliyun.com.

How to configure DNS records for an Alibaba Cloud domain to use Alibaba Mail?

How to configure DNS records for a third-party domain to use Alibaba Mail?

Alibaba Mail provides HTTPS encryption. You must first upload an SSL certificate to use HTTPS. How to upload an SSL certificate?

7. Service expiration

Administrators: Check whether the Alibaba Mail service or Domain Name Service has expired. If so, renew them promptly.

8. Network restrictions

• Check your server or firewall for any outbound restriction policies.

• Try to access other common websites, such as www.aliyun.com, to test your connection.

• From the command line, run ping qiye.aliyun.com and check for a response.

Unable to log in to an email client

If you can log in to the web client but not an email client, check the following:

1. Server address configuration

Email clients require correct SMTP (outgoing) and IMAP/POP (incoming) server settings.

Related documentation:

IMAP, POP, and SMTP server addresses and ports

How to configure DNS records for an Alibaba Cloud domain to use Alibaba Mail?

How to configure DNS records for a third-party domain to use Alibaba Mail?

Common client configuration guides.

2. Authentication failure (526)

Your account credentials failed to authenticate. Bounced message indicates "526 Authentication failure".

3. Security check triggered

If you can log in to the web client but not to a client such as Foxmail or Outlook, frequent login attempts from multiple clients on the same IP may have triggered a security check that temporarily restricts client access.

• Use the web client temporarily and reduce the frequency of logins from other clients. Access is typically restored automatically.

• Administrators can require app passwords via How can administrators enable app passwords for third-party clients?. Once enabled, employees must generate an app password from webmail to use with third-party clients. Enable and set an app password for a third-party client.

4. Client configuration restrictions

Alibaba Mail client

• Upgrade to the latest version. Alibaba Mail 2.0 desktop client is available. Download here.

• Check if multi-factor authentication (MFA) is enabled for official clients.

• With MFA enabled, users logging in to webmail or the official client from an untrusted device must enter a phone verification code after password authentication.

Related documentation:

For employees: What is a trusted device and how do I manage it?

For administrators: What is multi-factor authentication?

Third-party clients or program code

• Check if your administrator has disabled third-party client access.

  Configure access control and security policies for third-party clients.

• Check if app passwords are required. If so, use an app password instead of your regular password.

For employees: Enable and set an app password for a third-party client

For administrators: How can administrators enable app passwords for third-party clients?

5. Network restrictions

• Check your server or firewall for any outbound restriction policies.

• Try to access other common websites, such as www.aliyun.com, to test your connection.

• Run the following commands:

  ping smtp.qiye.aliyun.com

  telnet smtp.qiye.aliyun.com 465

  mtr -n -i 1 -c 100 smtp.qiye.aliyun.com