InMotion Hosting Support Center

Our Systems Team has begun implementing the requirement of SMTP authentication on our servers that may affect customers using an email client such as Thunderbird, Outlook or Mac Mail. If you are receiving "550 Access denied - Invalid HELO name" (or a similar error message) in your email client, please check your settings as follows:

Microsoft Outlook 2010 / 2013

  1. From the Menu Bar, Click the "File" tab.
  2. Click the Info tab on the left and select "Accounts Settings". Click "Account Settings".
  3. Select your Email account then Click "Change".
  4. Click "More settings".
  5. Select "Outgoing Server" tab.
  6. Select the box beside "My outgoing server (SMTP) requires authentication".
  7. Select "Use same settings as my incoming email server".
  8. Click "Ok".
  9. Click "Next".
  10. Click "Finish".

Microsoft Outlook 2007 and earlier

  1. From the Menu Bar, Click "Tools" then Click "E-mail Accounts".
  2. Select "View or change existing e-mail accounts" then Click "Next".
  3. Select your Email account then Click "Change"
  4. Click "More settings".
  5. Select "Outgoing Server" tab.
  6. Select the box beside "My outgoing server (SMTP) requires authentication".
  7. Select "Use same settings as my incoming email server".
  8. Click "Ok".
  9. Click "Next".
  10. Click "Finish".


  1. From the Menu Bar, Click "Tools", then "Account Settings".
  2. This will bring up the Account Settings window where you can click on "Outgoing Server (SMTP)" at the bottom of the list in on the left side of the window.
  3. Back in the middle of the window, select the appropriate outgoing server and click the "Edit" button.
  4. Make sure "Authentication method" is set to "Normal password".
  5. Click "OK" to close the SMTP edit window and again on the Account Settings window.

Mac Mail

  1. From within Mac Mail Click Mail > Preferences > Accounts
  2. Near the bottom of the window, look for "Outgoing Mail Server (SMTP)", click the drop down arrow and select "Edit SMTP Server List..."
  3. Click the "Advanced" button in the middle of the window and make sure Authentication is set to "Password".
  4. Click "OK" to close the edit window

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Related Questions

Here are a few questions related to this article that our customers have asked:
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n/a Points
2014-04-01 6:53 am

Thanks for the help but can you please suggest why my emails were being sent fine yesterday with no non deliveries and then when I switch on today it behaves like this ??

Rgds Gearóíd


11,156 Points
2014-04-01 9:17 am
Nothing has been recently changed regarding email authentication on the servers, but your mail client may have stopped correctly sending authentication data. Does the message send correctly from within webmail? Do you have outgoing mail authentication enabled on your mail client?
n/a Points
2014-04-22 3:57 am

Hi JeffMa,

Your solution to this problem was the first I came across after my e-mail messages suddenly started not getting sent (Outlook 2003), and it worked like a charm. THanks a million!David

n/a Points
2014-05-12 6:18 pm

Worked like a charm!  I printed and distributed the steps to the rest of the staff.  Why would this setting reset?


Also, if traveling and using wi-fi, will the settings need to be changed?

9,968 Points
2014-05-12 6:24 pm
Hello BreeCass,

I'm not sure why the setting would reset in your mail client, other than if you had re-created the local email account in your mail client and didn't enable the SMTP authentication which is disabled by default in some clients.

When traveling and using WiFi you shouldn't need to change these settings. However depending on the WiFi you are using some require additional authentication to send mail, and some don't allow outbound mail connections at all. In those cases it's typically best to use webmail in your web-browser as a workaround.

Please let us know if you had any further questions at all.

- Jacob
n/a Points
2014-06-25 6:31 pm

Thanks for such clear instructions on how to clear mail error. Whis my hosting company would be so helpfull 5* to you.

24,718 Points
2014-06-25 7:09 pm
Hello John,

Thanks for the compliment! Let us know if you have any further questions or comments!

Arnel C.
n/a Points
2014-07-04 9:10 am

Thanks a ton for these !Worked on first try !

n/a Points
2014-07-08 9:17 am

Hi Guys,

I found this problem in a company of a friend and he said it was a problem with a dll of Windows. After recover this file the email returned to work.

16,204 Points
2014-07-08 9:47 am
Hello Marcio,

Thank you for the information. Would you be willing t share a link to the file? It may help other people who see your post.

If you have any further questions, feel free to post them below.
Thank you,

n/a Points
2014-07-21 10:24 am

Thanks man! 

n/a Points
2014-10-18 2:15 am
Thank you very much sir for such a very informative information and helping to people like us.
God bless you all sir, Good Luck.
n/a Points
2015-03-12 2:59 am

This actually does not help me.  I am a Mac user and I use Outlook for Mac 2011.  These instructions are not the same as the settings options I have.  Can you please advise?

27,153 Points
2015-03-16 9:14 am
Hello Brian,

You may want to check out our article on .Outlook 2011 for Mac. This may help you with the setting specifics.

Kindest Regards,
Scott M

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