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marydundas's avatar
marydundas
Joining in
5 days ago

Email account locked following compromise and change of app password

I recently had an issue with my email account being compromised and as a result, I have changed the app password for the account.

I have re-entered the app password into my email application - iOS Mail app on iPad - and although it will now receive emails, it will not send emails, complaining that SMTP server connection failed.

I have gone into the mail settings and updated the password within both the IMAP settings and the SMTP server settings but this has not helped.

Is it possible the account has been blocked and if so how can this be resolved?

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  • coenoby's avatar
    coenoby
    Very Insightful Person
    5 days ago

    marydundas​ 

    "Is it possible the account has been blocked"

    Not really. If your iOS Mall app can receive your VM emails but not send them the most likely cause is that VM have blocked the IP address of your home network. Probably because it is on a spam blocklist. (That might possibly be as the result of some activity on your account while it was compromised.)

    You can check if your VM IP address is being blocked by:

    1. If  your iPad can go online using a mobile data signal try switching to that and test sending an email. If you can send emails using your mobile data service but not when using VM wifi it proves that it is your VM IP address that is being blocked.
    2. If you cannot use mobile data, you can check whether your VM IP address is on a Spamhaus blocklist. You can do that by:

    Your VM IP address should be listed on the PBL (Policy Block List) but it will be flagged up as an advisory and that no further action is required.  That is to be expected and IT IS NOT the reason you cannot send emails via the Mail app.

    However, post back if Spamhaus also reports that your IP address is listed on any other blocklists, such as Spamhaus' Exploits Block List (XBL) for example.

    If your IP address is on the XBL block list you can request VM to get that sorted by:

    Going to https://netreport.virginmedia.com/netreport/ and:

    • select an abuse type of Email Sending Errors from drop down list
    • select an abuse form of Other from drop down list
    • paste the complete error message and explanation of what's happening into the Log Evidence area
    • enter your name into My name field
    • enter your email address into Email address field
    • select Submit button

    I hope that helps.

    Coenoby

     

  • marydundas's avatar
    marydundas
    Joining in
    5 days ago

    Great thanks I checked those things and it was not the case - because from 4G it still would not send. Then I reset the app password again, and using the new one, it started working!

    thanks for your quick reply and help.