Webmail: Redirected to Login Screen

I am logging into Webmail but being immediately put back to the login screen

If you are attempting to log into Webmail but are immediately redirected back to the login screen, or if you see a 401 Unauthorized error in your browser, it is usually caused by one of two issues: incorrect credentials or an empty account balance.

1. Identify the Cause

To determine why you are being redirected, try logging into the Purelymail Account Admin portal.

Please note: This dashboard is for Account Admins only. Regular users who do not have will not be able to log in here.

• If you can log into the Admin portal but not Webmail

  This confirms that your username and password are correct, but your account has run out of credit. Restricted access due to a zero or low balance causes the Webmail redirect loop.

• If you cannot log into either Webmail or the Admin portal

  This indicates that your username or password is incorrect, or the user you are using does not have Admin permissions.

2. Verify Your Credentials

If you cannot log in at all, please try the following:

• Self Service Reset

  On the login screen, click the "Forgot username or password?" link. This will guide you through the recovery process.

• Manual Check

  Ensure your full email address is entered correctly and that your keyboard's Caps Lock is turned off.

3. Resolve an Out of Credit Status

If you successfully logged into the Admin portal and confirmed the balance is empty, you must add credit to restore service:

1. Navigate to Billing

2. Enter Credit Amount

   Choose the amount of credit you wish to add. You can use a saved card or add a new card.

3. Complete Payment

   You will be redirected to the payment provider to finish the transaction. After confirmation, your credit is applied immediately, which automatically re-enables Webmail and mobile client access.

Still having trouble?

If you are unable to resolve the issue using the steps above, your last resort is to:

• Contact your Purelymail Account Admin (the person who manages the main account).

• Open a support ticket.