Reset a mailbox password through the available service controls or an authorised support request.
Applies to: OX App Suite
OX App Suite combines hosted email with browser-based productivity features. Exact capabilities depend on the purchased plan, so confirm the active subscription before troubleshooting a missing feature.
Before you start
- Confirm the active product or addon and the domain or user it protects.
- Record the current settings before changing them.
Step-by-step
- Open the OX service.
- Select the affected mailbox.
- Set a unique password. Do not include the secret in a ticket, email or screenshot.
- Update every device and application using the mailbox.
- Review forwarding and sessions if compromise is suspected.
Confirm the result
- The service dashboard shows the intended setting or activation state after reload.
- A live test from a separate session or device confirms that the customer-facing service works as expected.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| The login page keeps rejecting the details. | The wrong email address, an old password, browser autofill or an account-specific lockout is being used. | Type the account email manually, use the password-reset process once and avoid repeated attempts that may extend a lockout. |
| A one-time code is not accepted. | The device clock is inaccurate, the code belongs to a different account or an older code was entered. | Set the device time automatically, wait for a fresh code and confirm the authenticator entry name before trying again. |
| Receiving works but sending fails. | SMTP authentication, the outgoing hostname, port or encryption mode is incorrect. | Use the full email address as the username and the exact secure SMTP settings supplied for the hosting service; do not use unauthenticated port 25 from a mail client. |
| The same mailbox works in webmail but not on one device. | The mailbox is healthy and the fault is in the device profile, saved password, certificate warning or local network. | Remove only the affected account profile after recording settings, then add it again with IMAP so server mail is not deleted. |
Important notes
- Mailbox storage is part of the hosting plan's total storage allowance. Removing a device profile does not increase server quota, and POP settings can remove messages from the server.
When to contact Tudor Internet
Open a ticket through the Customer Portal when the checks above do not resolve the issue, when an action is unavailable for your service, or when continuing could risk data loss or service interruption. Include the following so the request can be investigated efficiently:
- The addon service and protected domain or user
- The plan or licence level
- The time the issue started and exact message
- Screenshots with credentials, tokens and personal data removed
Do not send passwords, private keys, full payment-card details, one-time authentication codes or unredacted identity documents in an ordinary support reply.
Related articles
- Set up OX email on a device
- Create or manage an OX mailbox
- Use OX calendars and contacts
- Sign in to OX App Suite
- What is OX App Suite?
Last reviewed: 2026-07-18.
