Can receive but not send
If you are able to receive but not send email, please verify that both your inbound and outbound mail server are set to mail.leapmail.net.

Leapfrog's mail servers uses the 'POP before SMTP' authentication method. This method requires that you authenticate onto the inbound mail server (POP) before it allows you to send (SMTP), and we have implemented this method as spam protection on our network. By requiring authentication onto the inbound mail server (POP) we can make sure that nobody except our customers are able to send email on our servers. If we did not have this protection in place, anybody could get into our mail server and send thousands or even millions of emails. This would reduce performance for our customers (at best) and would actually shut down our network due to overload (at worst). Needless to say, we have very little tolerance for anything that negatively impacts our customers, and that is why we implement a $500 fine for anyone who attempts to send spam on our network.

If you have verified the proper settings and still cannot send email, (very commonly you will receive an error message with text like 'sorry, that domain isn't in my list of allowed rcpthosts) please:
- make sure that you have NO EMAIL in you outbox- VERY IMPORTANT. If you currently have messages in the Outbox waiting to be sent, either move them into your 'Drafts' folder or delete them.
- if you are connected to the Internet, please hit the 'Send/Receive' or 'Get Messages' button. This authenticates you onto our inbound mail server as described above.
- now try sending an email by either creating a new email or by sending one of the emails in your drafts folder.

In addition to the above, please go to the Tools menu, then Options, then find the option to 'check for new messages every xx minutes' (on different tabs depending on the version of Outlook/Outlook Express) and set this timing to 5 minutes. Also, look for the option to 'send messages immediately' and make sure this box is UNchecked. Make sure to hit the Apply button to save your changes, then close out of the open windows. Shut down your email program and restart it to make sure the changes took effect.

Can send but not receive
If you can send but not receive email, the issue is most likely a username/password error. Please make sure that, regardless of which email program you use, you enter your entire email address as your account name/login name. Many email programs will by default just put the username part in this field, but you must override to be your entire email address. Please view these instructions on where to find these settings in the various email programs. If you have verified that your settings are proper and you are still not able to receive email, you can always go to check your email via our WebMail program. If you have email there but it is not downloading to your email program, please give our tech support department a call to reset your password and perform additional troubleshooting.

Can't send or receive
If you can't send or receive email, it would be best to start by verifying your settings as described in our email setup instructions. If all settings appear to be correct, but you are still unable to send or receive email, it's probably best to just give us a call so that we can verify that your account is set up on our system. We would rather not have you get frustrated trying to figure it out when it may be a setting on Leapfrog Internet's mail server.

Mail is 'stuck'
Most often this happens because someone sent you a very large file (typically photos or music files), and although there is no limit on the size of a file that can be received, it is often very difficult to tell if the download is making any progress. In order to see what is clogging your email download, you can login to our WebMail program and even delete the file in order to be able to send and receive emails again.

Can't open attachments in Outlook Express
There is a setting in some versions of Outlook Express that prevent you from saving or opening .exe and/or other files that may contain viruses. This can be found under Options, then the Security tab. It is a box to check or uncheck as to whether or not you want to be able to save and/or open these types of files.

Some people are getting email to me returned to them
There are two common causes for this situation. When you are getting messages from some people but others that are sending you email are getting the emails returned to them, it is most often due to typos. Have the sender confirm letter-by-letter your email address and have them try again. If it still does not work, it might be due to the sending ISP being on a 'blackhole list'. Either way, if you can have the person that's trying to send you email forward the returned email to support@leapmail.net, we can take a look at the email headers and try to determine the cause of the problem.