If your email password is rejected, check that you use the full email address as the username, then reset the password. You can ask support to reset it for you.
Overview
Webmail and phone apps need your full email address (for example info@yourdomain.co.tz) and the mailbox password. This is not the same as your client area or cPanel password.
Why it happens
- You typed only the first part of the address instead of the full address.
- The password has a typing mistake or was changed.
- A phone app still has an old saved password.
- The service was suspended because an invoice is unpaid.
What it means
Your mailbox and email are safe. A reset or a corrected username restores access.
How to fix it
- Use the full email address as the username.
- Type the password carefully. Check Caps Lock, and avoid copying extra spaces.
- Check the invoice is paid: overdue invoice.
- Reset the password in cPanel, or open a ticket and we will reset it.
- Update the saved password in your phone: IMAP and SMTP settings.
Still need help? Get support
Open a support ticket
A ticket is the best way to get this fixed: it keeps your details, and we reply in the ticket.
Prefer to talk? Call 0758 309 999 (fastest line). If that line is busy, call 0753 930 000 (longer wait).
Related articles
- IMAP and SMTP Settings for Your SakuraHost Email (Phone and Outlook)
- Business Email Help: Start Here (info@yourdomain, Setup, Problems)
- Email Bounce Messages Explained: 550, 554 and "User Unknown"
- How to Use Webmail (Roundcube) for Professional Email Access
- Connecting Webmail to Devices & Gmail
- Read the full guide: set up business email on iPhone, Android and Outlook
Frequently asked questions
Is the email password the same as my cPanel password?
No. Each mailbox has its own password.
Where do I open webmail?
Use the webmail link in your welcome email or in cPanel. See using webmail.
Written by Jumbe Nylon, Founder & CTO, SakuraHost. Updated October 2026.