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[[:start|Home]] > [[:faq|FAQ]] > [[faq:email|Email]] > [[faq:email#email_troubleshooting|Email Troubleshooting]] > **How to fix if I can't access to webmail**


====== How to fix if I can't access to webmail ======

This article provides a basic guide on how to troubleshoot and fix the issue when you are not able to access your webmail, based on the error message displayed in the web browser.


===== "Sorry, the login name does not exist" =====
This error indicates that you have entered a username that does not exist in the system. Make sure you enter the correct spelling for the username, and try again.

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===== "Sorry, your password is incorrect" =====
This error indicates that you have entered a wrong password. Make sure to enter the correct password and try again. If you can't remember your password, click on the [ Reset password ] button to reset it, or contact your administrator for assistance.

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===== "We noticed that you have login from location that is not within your ordinary places" =====
This shows that you are logging in from a location that has not been whitelisted in your [[faq:network_and_security:what_is_sap|SAP settings]]. Please consult your administrator to reset your SAP setting. Once you are able to login, please configure the setting to add the countries that you will be travelling to in your SAP setting. For details, please refer to [[faq:profile:how_to_login_from_other_countries_with_sap|this guide]].

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===== "The site can't be reached" or "The connection has timed out" =====
There are several reasons that lead to this error. Please follow the steps below to troubleshoot the problem:

=== 1. Check your Internet connection ===
Try accessing to other websites. If you are unable to access to other websites as well, please contact your Internet Service Provider for further assistance.

=== 2. Try to access webmail with a different web browser ===
If you are trying to access webmail using a specific web browser, such as Google Chrome, try using other browsers like Mozilla Firefox, Microsoft Edge, etc. If you are able to access webmail from other web browsers, it could mean that the browser that you previously used is out-of-date, and you should consider updating its version; or there is a certain setting in the browser that is blocking the access to your webmail. You can also try clearing the browser cache to see if it can solve the problem.

=== 3. Try to login from https://lookafter.com/login ===
Try logging in from [[https://lookafter.com/login|Lookafter default login page]] with your email address. If you are able to login from this page but couldn't login from your website, please send an email to helpdesk@lookafter.com for further investigation.

=== 4. Temporarily disable your antivirus program or firewall ===
Your antivirus software or firewall might be interrupting your ability to load certain websites. Try checking if your antivirus program or firewall has blocked your webmail's IP or page. If it does, remove the block and try to access again. 

=== 5. Restart your modem or router ===
Sometimes, a router's connection might break when it has IP address conflicts, or when it does not have an up-to-date public IP addresses. In such cases, restarting the router and you PC would usually resolve the issue.

=== 6. Clear browser cache and cookies ===
Cached data and cookies in your browser can sometimes cause connection issues. Clear your browser's cache and cookies, and then try accessing webmail again.


=== 7. Disable VPN or proxy ===
If you're using a VPN or proxy service, it might be causing the "site can't be reached" error. Try disabling it and then attempt to access webmail.


=== 8. Use a different device or network ===
If possible, try accessing webmail from a different device (e.g., smartphone, tablet) or from a different network (e.g., mobile data, a different Wi-Fi network) to see if the issue persists.


If you are still unable to access webmail after the above troubleshooting steps, please email to our support team at [[helpdesk@lookafter.com]].
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