In today’s digital world, email is absolutely crucial to your business. Here are some steps to help you diagnose the problem. You must follow these steps in the sequence given:


STEP 1: Check to see if your website is displaying in your browser

Your email and website are quite often on the same server. If this is the case, the first test will be related to your website (to see if your IP address has been blocked).

If you aren’t able to see your website from your location, go here and enter your domain name (ie. swishonline.com.au).

  • If it says “It’s just you. http://(your domain name) is up” – this means that your website is live on the world wide web, and the issue is just local to you. In this instance, the usual cause is that your specific IP address has been blocked in our server firewall – please therefore obtain your IP address by going here and then send an email to support@swishonline.com.au with your IP address and domain name, and mention that you can’t access your website, and we will unblock your IP address, and get back to you the reason for the block. 
  • If it says: “It’s not just you! (your domain name) looks down from here“, please go to step 3 
  • If you aren’t able to access the website here, this means that your Internet Connection is down, and you will need to contact them (note: we are not your Internet Provider 🙂 )

If you are able to see your website from your location, however you can’t access your email, please go to Step 2


Step 2: Do I have the correct email password.

To test to see if you have the correct email password, please go to swishonline.com.au → Logins → Webmail, and enter your email address and password.

  • If you are able to log in there, your password is correct (and you will be able to access your email there). 
  • If you are unable to log in there, your password is incorrect (and don’t try too many times, otherwise you will get your IP address blocked). Please contact support@swishonline.com.au to get your password reset.


STEP 3: Is there an email server currently down?

From time to time, the server server will need to be taken down to perform update. And sometimes there are hardware failures that we need to fix. To see if a web server is currently down, please check here

  • If a web server is down, this could be the server associated with your account – in most cases, if you check back in 15 minutes, it will be back up. If on the odd chance there is a critical incident that will cause the server to be down for a longer period, we will provide updates via the server status page. 
  • If there aren’t any web servers down, please go to step 4


STEP 4. Check if your domain is currently registered and active

You can test this by entering in your domain name here

  • If it responds by saying “<yourdomain.com> is available for registration”, your domain has either expired, or it is not registered. Your domain will need to be renewed for your website to work. Please contact us at support@swishonline.com.au if your domain name is registered and renewed through us (note: this is separate to web and email hosting). 
  • If it responds by saying “Sorry but <yourdomain.com> is already registered”,  it has therefore not expired, therefore please go to step 4


STEP 5: Send us some information that will help us to sort out your problem quickly

Please send us an email support@swishonline.com.au here containing the following information:

  1. Your domain name 
  2. Your email address and what you think your password is. 
  3. Your IP address from here. 
  4. A traceroute (From your computer’s desktop, go to Start –> Run and type in ‘cmd‘ (without the inverted commas) then press Enter. Type in: tracert domain.com (replacing domain.com with your actual domain name) and press Enter. Take a screenshot of this (press the Prnt Scrn button on your computer – usually to the right of F12) and attach in the email. 
  5. A screenshot of what you are seeing when you go to your website in your browser

We will then be able to diagnose the issue quickly for you.