Email not syncing on mobile device or desktop client after setup.
EmailVerified: Jul 14, 2026
Resolution Steps
- Confirm which email product the customer has: Workspace Email, Microsoft 365, or Google Workspace.
- Verify the customer can log in to webmail (email.secureserver.net or outlook.com) — this isolates client vs. server issues.
- If webmail works, the issue is with the email client configuration, not the account.
- Confirm the correct incoming/outgoing server settings for their product and device.
- For IMAP: incoming imap.secureserver.net port 993 SSL; outgoing smtpout.secureserver.net port 465 SSL.
- Check that the password in the email client matches the current email account password — not the GoDaddy account password.
- Disable and re-enable the email account on the device rather than just editing settings.
- For Microsoft 365: run the Microsoft Support and Recovery Assistant (SaRA) tool.
- Check that two-factor authentication is not blocking the app — an app-specific password may be required.
Say This
"Email sync issues are frustrating — let's get this sorted. First, let me ask: can you log in to your email through a web browser? That tells us right away whether the issue is with the account itself or just the app on your device. [if webmail works] Great — so your account is fine. This means we just need to update the settings in your email app. I'll walk you through the exact settings right now — it takes about 3 minutes. [if webmail doesn't work] Okay, let's check your account status first. Can you confirm the email address and I'll pull it up on my end? The most common cause of sync issues is a password mismatch — your email password and your GoDaddy account password are separate, and if one was recently changed, the other doesn't update automatically. Does that sound like it could be the case?"
Quick Links
Escalate When...
- Customer reports email account was accessed without their authorization — potential compromise.
- Bulk email delivery failure affecting multiple recipients — may indicate blacklisting.
- Microsoft 365 license provisioning failure — requires backend team.
- Customer has lost access to their recovery email and phone — account recovery escalation.
- Email data loss reported — missing emails or deleted folders not recoverable from Trash.