Copyright © 1999–2017 FastMail Pty Ltd
Troubleshooting account access problems
Forgot your password or lost your two-step verification device
To retrieve your username or password, you can use the lost password screen. You specify the backup email address you have for the account, and we'll send the username and a password reset link to that address.
If you don't remember your backup email address, or you didn't give us one, please contact our support team. You'll need to include evidence that you are the owner of the account. As many details as possible from the following list will help with this:
- As many account details as you remember (username, domain, full name, etc)
- Account signup date as accurately as possible.
- The date of your last successful login as accurately as possible.
- For paid accounts, the last 4 digits of the credit card used to pay for the account and the card expiry date.
- Names and email addresses of the contacts you email most frequently.
- The names of any custom folders you have created.
- Some details (e.g. from/to address, subject) of emails in your Inbox and Sent folders.
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, please contact our support team to unlock it. You will need to verify that you are the real account owner, and confirm that you have checked your devices for malware (there's no use unlocking your account if it's only going to be immediately stolen again)!
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. Please contact contact our support team to reactivate your account and pay for a new subscription. Please note, we do eventually delete the entire account if the subscription is not renewed.
Deactivated legacy Guest/Member accounts
Deactivated legacy accounts cannot be re-enabled. Contact support to have your old account converted to a regular paid account.
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.