Problems when sending email using our software

If email is not being sent correctly, please review the "Email Settings" (available from the software's Options or Preferences dialog). Most problems result from incorrect email settings, most often because the ISP SMTP server has not been entered, or is missing a port number after the server address.

Click here to see Sending via MAPI

Sending via an SMTP Server

This is the process where the email is sent using an SMTP server. The SMTP server is usually provided by your ISP. Its role is to relay emails for you.

The most common reasons for SMTP to fail are:

Sending Directly

When this option is selected, the software sends the email directly to the remote person's email address. No outgoing server relays the email.

Possible problems with this option include:

Note: An SMTP server option (above) is preferred. The problem with the direct method is that if the remote email server is down the email will fail. SMTP servers normally queue or spool mail for 12 hours.

Sending via MAPI

The MAPI option is only available with some Windows based programs.

When the MAPI option is selected, email is sent using your default email program. The emails will be available in the history of the client (i.e., in the Sent box)

You must have MAPI-compliant email software installed. Mozilla Thunderbird and Outlook(*) are MAPI compliant. If you do not have MAPI software installed, simply download and install Thunderbird (free) from You'll have to set up your email software as the default MAPI server. In Outlook use Tools / Options / Make Default. In Mozilla Thunderbird go to Tools, Options and tick 'Use Thunderbird as the default mail application' in the General tab.

Outlook Problems: Some versions of Outlook cause problems because the automated send feature is disabled, or it prompts you every time it needs to send a message (which defeats the purpose of automated email!). The easiest solution to this problem is to simply download the free version of Thunderbird from You will still be able to use Outlook as your main email application but you can set up Thunderbird simply for sending automated mail. You will need to allow the sending of email by another application. The first time an email is sent you will be prompted if this is to be allowed. You should check the checkbox to allow this always.

Note: If you are using Gmail as your administrative account to send company emails, you will need to check “Use secure connection (SSL/TLS) if available.” This is a secure use of your email client. Because this is an outside application, you will need to turn on “Less secure app access” in your Gmail account settings.

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