The information on this page may be useful in helping you resolve some of the more common problems people have with their Runbox accounts (including payment problems).
Not receiving mail from senders
Problems Finding Certain Messages
| Problems logging in | ||
| Problem | Possible Causes | Actions |
| I can’t log in or get log in errors using my web browser, email program/app or calendar/contacts program/app. | Wrong/Forgotten Password. | Request a password reset email from the log in screen. |
| Wrong/Forgotten Username. | Contact Runbox Support from your alternative email address, and we can tell you your Runbox username. | |
| Trying to log in using an alias. | Make sure you use your account username to log in. You can’t log in using an alias. | |
| IMAP, POP, SMTP or WebDAV services may be turned off for your account. | Log in to your account with a browser and go to Account Security. On the Manage Services tab you will see where you can check which services are active for your account. | |
| Error: “Javascript is required. Please enable Javascript in your browser.” | Javascript is not enabled in your browser. | Please enable Javascript in your browser’s preferences. If you are not sure how to do this please contact Runbox Support. |
| Error: “Web cookies are required. Please enable web cookies in your browser.” | Cookies are disabled in your browser. | Please allow cookies for the Runbox website in your browser. For further information follow the link shown in the error message. |
| Two-factor Authentication (2FA) | ||
| Problem | Possible Causes | Actions |
| TOTP codes don’t work. | Using the code for the wrong account. | Check that the code you are using is for the account you are trying to log in to. |
| Time on the TOTP device is incorrect. | Check the time on your device is correct. 2FA codes are generated by your device based on the key you were given when you set up 2FA and the date/time on your device. | |
| I’ve checked the two possible problems above and still can’t gain access. | Use the unlock code you generated when turning on 2FA to access your account and turn off 2FA. If you don’t have your unlock code please contact Runbox Support. | |
| I can’t access my TOTP codes. | 2FA device is lost/unavailable. | Use the unlock code you generated when turning on 2FA to access your account and turn off 2FA. If you don’t have your unlock code please contact Runbox Support. |
| TOTP app has been deleted. | Some TOTP apps like Authy let you create an account and store your account keys online in an encrypted form. If you have such an account you may be able to reinstall the app and recover your keys. Otherwise follow the advice for 2FA device is lost/unavailable. | |
| OTP codes don’t work. | Using the codes for the wrong account. | Check that the code list you are using is for the account you are trying to log in to. |
| I’ve checked I am using the codes for the account I am logging in to and still can’t gain access. | Use the unlock code you generated when turning on 2FA to access your account and turn off 2FA. If you don’t have your unlock code please contact Runbox Support. | |
| OTP codes are not available. | Lost codes, or codes not available. | Use the unlock code you generated when turning on 2FA to access your account and turn off 2FA. If you don’t have your unlock code please contact Runbox Support. |
| Application specific passwords | ||
| Problem | Possible Causes | Actions |
| Can’t log in with an application specific password. | The specific password has been turned off. | In Account Security turn on the password that is not working. |
| The specific password has been deleted. | As it is not possible to recover passwords that are deleted, please generate a new one and use that instead. | |
| The password has been entered incorrectly. | If you still have the password recorded somewhere check that it is correct. If you don’t have the password recorded anywhere please generate a new one and use that instead. | |
| Payment problems | ||
| Problem | Possible Causes | Actions |
| Debit or Credit card doesn’t work. | Card declined by bank. | Some customers need to contact their bank before making a payment to Runbox as some banks outside of Europe, and particularly in the USA decline foreign payments in order to protect your card account. If problems persist please contact Runbox Support. |
| Pre-paid card is being used. | In our experience most pre-paid Visa/MasterCard cards do not work especially for online or foreign country payments. Please use a standard debit/credit card if possible. | |
| Automatic renewal failed. | Debit/Credit card expired. | If you debit or credit card has expired we won’t be able to renew your account automatically. Please log in to your account and renew your account manually. The new card details will be stored for the next year’s automatic renewal. |
| I have been charged twice on my PayPal account. | PayPal recurring payments paying on the agreed schedule despite a manual renewal having already been made. | If your PayPal account is set up to pay Runbox automatically each year, making a payment before the usual automatic payment doesn’t stop the automatic payment. Unfortunately this isn’t something that Runbox controls. Please contact Runbox Support and we will arrange a refund of the duplicate payment. |
| I paid by bank transfer and my Runbox account is not showing the payment yet. | Bank transfers are processed manually. | As we have to process these payments manually there can be a delay in them being applied to your account. If you have not had the payment applied after 10 working days from the date you made the transfer, Please contact Runbox Support. |
| I paid by cash and my Runbox account is not showing the payment yet. | Payments received by regular postal mail can take time to reach us and then be processed. | Regular postal mail can take some time to reach us, especially in the case of international mail. Once we receive your payment we have to process it manually and apply it to your account. We ask that payments are sent as early as possible, and at least 6 weeks before an account renewal is due. Thank you. |
| Not receiving mail from senders | ||
| Problem | Possible Causes | Actions |
| I am not receiving email from certain people who I know are sending me email. | Email has been filtered to the Spam folder. | Please check whether the email has been filtered to your Spam folder. If it has move it to the Inbox in the webmail or via your email program and this will help train the spam filter. You can also add the sender to your white list on the Filters page or Contacts and this will stop those messages being filtered as spam in the future. |
| Email address or domain is blocked. | Please check whether you have added the email address or the whole domain to your blocked senders list on the Filters page. | |
| Messages are being rejected by our central spam scanning. | Please add the sender to your white list on the Filters or Contacts and this will stop those messages being filtered as spam in the future. | |
| I am not receiving any email at all. | Email being downloaded and deleted via POP email program. | If you are using an email program to download your mail and delete it from the server then you will not see incoming mail in the webmail. If this is the case you can change the settings in your email program to leave mail on the server permanently or for a specific number of days. |
| Domain has expired. | If you are using your own domain and it has expired you will not receive email in your account. Please check the domain with your domain host (which may be Runbox). | |
| Domain has no MX record. | If you are using your own domain and it has no MX record you will not receive email in your account. Please check the MX settings of the domain. | |
| Domain’s DNS name servers have changed and no longer point to the name servers with the correct MX record. | Check your domain’s DNS name servers are correct. | |
| Problems Finding Certain Messages |
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| Problem | Possible Causes | Actions |
| Email that I know was in my account has gone missing. | Email has been downloaded with an email program. | Email programs that use POP will often download email and delete it from the server. You can change the settings in your email program to leave mail on the server permanently or for a specific number of days. |
| Messages have been moved from the Inbox to another folder. | The messages may have been moved from the Inbox using an email program and may be in another folder in your account. | |
| Messages were deleted from Trash or Spam because the “Automatically empty Trash/Spam” feature is turned on. | Go to the Main Account page where you will see this setting, and turn it off to prevent this from happening in the future. | |