Copyright © 1999–2018 FastMail Pty Ltd
Troubleshooting account access problems
Forgot your password or lost your two-step verification device?
You can regain access to your account using our account recovery tool. It will help to use the same computer/device/browser you usually use to access your account to do the recovery process.
Forget your username?
Your username is the email address you log in with, including the domain at the end, e.g.
firstname.lastname@example.org. You cannot use an alias to log in. If you can't remember your username, we can send it to any recovery phone or email linked to your account.
If we've had to lock your account, you will see a message letting you know when you try to log in. We have to do this if someone manages to steal your username and password (usually through phishing or key-logging malware) and starts using your account to send spam.
If your account has been locked, you can unlock it again using our account recovery tool. This will verify your identity as the real owner of the account and reset your password.
Once your account has been unlocked, please check your devices for malware (there's no use unlocking your account if it's only going to be immediately stolen again!). We recommend you enable two-step verification to make it much harder for your account to be compromised in the future.
If your subscription expires we won't immediately delete your account, but we will soon disable sending and receiving, and if it remains unpaid we will suspend access to the account entirely. You will still be able to log in via the web to pay and reactivate your account for some time though.
Please note, we do eventually delete the entire account if the subscription is not renewed. At this point, we are unable to recover any data and you will need to sign up a new account if you wish to resume using FastMail.
Deactivated legacy Guest/Member accounts
If you have an expired Guest or Member account and you wish to continue to use the email address, you may sign up for one of our subscription offerings. Simply log in with your username and password and if your account has expired, you will be presented with the subscription upgrade screen.
Please note, all data is deleted when an account expires. You will be able to continue using the address, but we cannot restore your previous email or settings.
If you get a message saying "The page cannot be displayed" when you try to login, you may be having network connectivity problems.
FastMail has a self monitoring system on every server that tests every service every 2 minutes. We check every externally accessible port (e.g. SMTP, IMAP, POP, HTTP, etc.) to see that it's accepting connections and responds to expected commands. If any tests fail, the system will page a developer to look into the problem immediately.
Our status dashboard www.fastmailstatus.com is hosted externally. We post all server status updates here as soon as possible. This should be your first port of call if you think FastMail is down.
Our public pingdom page shows if there are any general connectivity issues from various sites around the world. Pingdom is an independent service that monitors the uptime of other online services from dozens of locations around the world and publishes the results.
If there's nothing posted on the status blog and pingdom shows that we're up, then the problem is almost certainly with the internet connection between you and FastMail, which is beyond our control. Your ISP may be having temporary routing or proxy server problems.
Diagnosing a connectivity issue
To diagnose a routing problem, Windows users can use FastMail's diagnostic tool FastTest. Download FastTest from our website, then double-click it and follow the instructions. Paste the output along with your description of the problem when you contact our support team and we can help you find the cause of the issue.
If you don't use Windows, or can't use FastTest for any other reason, you can try the manual approach:
- For Mac OS X or Linux, open the Terminal application and type
- For Windows, open an MS-DOS prompt (Start → Programs → Accessories → MS-DOS Prompt or Command Prompt), then type
At the point where congestion occurs, you will see one or more
*s. It is out of our control unless this point is the very last hop, to FastMail. If the traceroute does not show all
*s in the last line, the following commands may also yield useful information:
- For problems with web access:
telnet fastmail.com 80
- For problems sending mail through the SMTP server:
telnet smtp.fastmail.com 587
If you are contacting our support team about a problem with connectivity, it would be helpful if you could include the full results of all of these commands. To copy the output under Windows, drag your mouse over the output while holding down the button, and then press the Enter key to copy it. In an email, press Ctrl-V to paste it. It would also be useful if you could let us know whether you are behind a firewall, whether you are at work, whether you are using a modem or cable modem or ADSL, and any other information about your set up.