Troubleshooting Web Mail Login

1. Step 1: Test cookies
2. Step 2: Try other web browsers
3. Step 3: Check the server status
4. Step 4: Call for help!

The most common question we receive is this: "why can't I login?" This page will help you figure out what is wrong and help you fix it.

Almost always, login problems are due to one of the following:

• Your web browser is blocking cookies.
  
• You have typed your login or password incorrectly.
• Your web browser is old and does not correctly support javascript or encrypted connections.
• Our mail server is down (although this rarely happens).

Step 1: Test cookies

For security reasons, we require cookies. Without cookies, it is impossible to make your login session secure. Cookies have a bad reputation, but for webmail cookies are great!

Try these steps to see if you have a cookie problem:

• Run our cookie test to see if you can accept cookies from riseup.net.
• If the cookie test fails, then follow the directions to enable cookies.
• Even if the cookie test succeeds, you might still be blocking cookies. Sometimes a web browser will continue to block cookies from a particular site, even though you have told it to not block cookie in general. Make sure your browser is not specifically blocking cookies from mail.riseup.net.

Step 2: Try other web browsers

If you still cannot login, you should next figure out if the problem is with your account or with your computer.

• Try other computers and other web browsers. For this test to be helpful, the other computers and web browsers should be as different as possible. If you can, try to login from a different network, using a different browser, on a different operating system.
• We suggest you download and install firefox. If this works, then the problem is with your browser.
• For users of Mac OS 9, try icab or this version of mozilla. Internet Explorer for Mac OS 9 does not work well with riseup.net.

Step 3: Check the server status

It is possible that the server is down. You can view the status of the mail server, and read any service notices, at this page:

• status.riseup.net
  

Step 4: Call for help!

If none of the above seem to work, then fill out a help ticket. But please, try these suggestions first! Also, include in your description of the problem a summary of the things you have already tried.