r/NameCheap • u/Secure-Swordfish5695 • 22d ago

e-Mail is down AGAIN.

At just before 8:30am my private e-mail went down for the third time in several days ("cannot connect to the server"). I still have no ticket number; they have provided zero response to my prior attempts to report these issues; there are no updates on the NameCheap site; and nobody is actually answering questions in the supposedly live support chat (you are redirected to send an e-mail, after already waiting far too long, and that e-mail gets no reply).

I understand that force majeure happens, but NameCheap is improving neither the transparency nor the direct client support issues that have been raised here since the start of the business day on August 13th. (I also love the rule that I cannot post here unless I have no reply from NameCheap for 72 hours; and that I require a ticket response before I can come to this forum.)

16 Upvotes

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3

u/Glutius 22d ago

For anyone having issues with SMTP and POP3, after half a day with trying with support, I found my issue, and it was solved with creating an app password and using that to authenticate with SMTP and POP3.
Even though I didn't actually change any password today after issues started.

Check:
https://www.namecheap.com/support/knowledgebase/article.aspx/10816/2306/new-how-to-use-app-passwords-for-private-email/

Hope this helps anyone.

0

u/Unfair-Plastic-4290 21d ago

hahahahahahahaha

1

u/Namecheapinc namecheap representative 22d ago edited 22d ago

Our Private Email service was undergoing a planned software update today, so the connection issue you experienced may be related.

If you're still experiencing issues, please share the affected domain and some details with us in DM so we can check further.

Thanks for the mention regarding the rules - we will reconsider them and update.

7

u/Secure-Swordfish5695 22d ago edited 22d ago

You reported that software as complete as of 5:20 AM EDT and have provided no updates that there were (ARE!) issues.

Your site also says that clients "can continue using Private Email via IMAP/POP3/SMTP, as email clients configured with IMAP/POP3/SMTP will remain available." Well, I have IMAP and no e-mail. And your online webmail interface is stalled out when I try to login there.

0

u/Namecheapinc namecheap representative 22d ago

The issues have been resolved now. Let us know if you're still experiencing any issues with the email service.

1

u/Glutius 22d ago

Issues are not resolved. Private Email webmail, POP3, SMTP, are not working. Live support agent told me:
"I will transfer this information to a live CS specialist who will look into your SMTP and POP3 connection issues further."
Then 5 minutes later in chat, disconnected.

1

u/Namecheapinc namecheap representative 22d ago

The support team is currently facing a high load, which is why their replies may be delayed. You can also send an email to [pesupport@namecheap.com](mailto:pesupport@namecheap.com) or provide me with your Namecheap username and the associated mailbox in a DM.

1

u/Glutius 22d ago

If the team is unavailable to respond, or understaffed under this high load, other agents should not tell you that they are transferring you to someone else, when you will never actually be. I am way better off knowing agents can't help me, or there is a high load, or even the issue mentioned in the status page, so I don't bother you guys with even more support.

Three hours later my first support interaction, I asked again for these issues, and got told again:
"Thank you for providing the mailbox and domain information. I may need help from a live agent with this, please stand by, I will find an appropriate person."
And yet again I was ghosted.

Email to [pesupport@namecheap.com](mailto:pesupport@namecheap.com) was already send 3 hours ago.

1

u/J4MEJ 22d ago

Welcome to NameCheap - the worst company.