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If your email subscription is overdue, your email account may become suspended until payment is received. If no action is taken, your account will be scheduled for deletion.
When your account is in a suspended state:
- You will not be able to access email in webmail or via a 3rd party email application
- Email will not be forwarded (if you had forwarding rules in place)
In this article:
To recover your email account
-
Sign in to My Account using your email address and password, then select SIGN IN
Forgotten password?
If you need to reset your password, this can be done here: Reset password / Unable to sign in
Note: If your account is suspended you will NOT be able to use Sign in another way option. - Select PAY NOW or SIGN UP
- Select PAY MONTHLY or PAY YEARLY above the plans, then select a plan. See: Pricing and How much storage do I need?
- Select your payment method, complete all details as shown on screen, then select the PAY $ NOW option. We accept credit/debit card (Visa, Mastercard, American Express, and some prepaid debit cards), direct debit, and PayPal. We do not currently accept BPAY, bank transfers, or payment via phone or email. Direct debits may take 3 business days to process.
Please note that a reactivation service cost applies.
- Once processed, you will see a successful payment message.
- You can now close this page. Please wait 15 minutes and your email account should be unsuspended and ready for use.
How to know if your account is suspended
Webmail
When attempting to sign in to Webmail or My Account, you will see a pop-up message on screen, such as the one shown below.
3rd-party email application (such as Outlook and Mail)
If your email account is suspended, when using a 3rd-party email application you may receive a password error, cannot connect error, or different error message.
Examples in Outlook
- In the footer
- When trying to send/receive email
-
OR
Examples using Mail (iPhone/iPad) - When trying to send/receive email
- When trying to send email