Mail is not working: what to do

Step by step

1. 01

   Check status.noveu.eu

   First look at status.noveu.eu. The rows mail.noveu.eu (the mail server for your mail program) and webmail.noveu.eu (mail in the browser) are the most important for this problem. If they are reachable, the cause is probably on your side. The page only measures whether the address answers, not whether your mailbox works. See Status and updates.
2. 02

   Test webmail first

   Does webmail.noveu.eu work in your browser? Then the problem is in your mail program or in the password it uses, and not in your mailbox. If webmail does not work either, go to the last step.
3. 03

   Create an app password for your mail program

   A mail program such as Outlook, Thunderbird or the mail app on Android cannot show a second sign-in step. You use an app password for it. In the workplace, open Settings and then Mail (Instellingen, Mail). Under Outlook, Thunderbird, Android or another mail program, enter a name under Name of the device (Naam van het apparaat), for example Outlook at the office, choose My mailbox (Mijn postvak) under Mailbox (Postvak) and Mail only (Alleen mail), or Mail, calendar and contacts (Mail, agenda en contacten), under Access (Toegang), and choose Create password (Wachtwoord maken). The password is shown with the message Only visible now (Alleen nu zichtbaar): copy it with Copy password (Kopieer wachtwoord), because after closing you no longer see it.
4. 04

   Replace the password in your mail program

   Open the account settings of your mail program and replace the saved password with the new app password. As the user name, use the address shown under Server settings (Serverinstellingen). If a phone or laptop is lost, only revoke the app password of that device; the other devices keep working.
5. 05

   iPhone or iPad: remove the account and add it again

   Go to Settings → Mail → Accounts (on iOS 18: Settings → Apps → Mail → Mail Accounts), choose your Noveu account and tap Delete Account. If you previously installed a Noveu Mail profile, remove it under Settings → General → VPN & Device Management. Then add the account again with the steps in Set up mail.
6. 06

   Check the server name and ports

   IMAP: mail.noveu.eu port 993 SSL/TLS. SMTP: mail.noveu.eu port 465 SSL/TLS (or 587 with STARTTLS). Under Server settings in the workplace are the values that apply to your mailbox. See Set up mail.
7. 07

   Clear your DNS cache

   macOS: sudo dscacheutil -flushcache. Windows: ipconfig /flushdns. Do this if your mail program keeps getting stuck on "server not found".
8. 08

   Open a ticket if it keeps failing

   If webmail does not work either, or if it keeps failing after a new app password, open a ticket. Mention your email address, the device and mail program, the exact error message, the time and the steps you have already taken. Do not put a password in the ticket.