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:

Enabling SMTP Authentication

To resolve this error, you simply need to enable SMTP Authentication in your email client. The instructions below will provide the steps to do this for a few common mail clients.

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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n/a Points
2017-12-27 7:54 pm

Hello, i am still getting the below error once i followed the insutrcutons on how to fix it (altough  the settings were in place already). How can i fic this. It just started today

Your message did not reach some or all of the intended recipients.


      Subject:    FW: Closing Department- File Received- Somers

      Sent: 12/27/2017 3:53 PM


The following recipient(s) cannot be reached:


      '' on 12/27/2017 3:53 PM

            550 information, please see




3,862 Points
2017-12-27 8:20 pm
That message appears to be generated by the InMotion Hosting filters that prevent Spam from degrading the quality of service in regards to the ability to send emails. I recommend you contact our 24 / 7 / 365 Live Support for further assistance. With the necessary account verification and details (email address that is sending and receiving) you provide to them, they will be able to review the server logs to ensure that mail is being handled by the server properly and assist you further with this specific issue.
n/a Points
2017-09-06 1:05 am

Thanks guys! This worked a charm!

n/a Points
2017-07-14 1:56 pm

Hi -- I tried your SMTP resetting solution and it didn't work.  In fact, my Outlook was already set that way and I'm still getting the bounceback " "550 Access denied - Invalid HELO name" messages.  Any further suggestions?

11,043 Points
2017-07-14 3:12 pm
You may want to provide the complete bounceback with full headers to our Live Support team, so they may analyze the bounce more closely.
n/a Points
2017-03-27 6:17 am

It is so helpful, thank you the best

n/a Points
2017-03-14 7:55 am

some of our staff link our official email with Gmail and recently we found we can't send out the email to our partners which we always contact them via email. The email was classified as spam with the following message, for example------------------------------------------------Final-Recipient: rfc822; jeelapong@rescue.orgAction: failedStatus: 5.0.0Remote-MTA: dns; (, the relay forthe domain.)Diagnostic-Code: smtp; 550-This message was classified as SPAM and may not be delivered. For more550 information, please see Tue, 14 Mar 2017 04:31:23 -0700 (PDT)------------------------------------------------We refer to this page,, but it didn't show how we can set up in Gmail or how we can avoid such error.Thanks,

11,043 Points
2017-03-14 11:33 am
We will be happy to investigate the cause of that non-delivery, but you will need to contact Live Support, so they can verify your account.
n/a Points
2017-03-16 1:01 pm

Having the exact same problem trying to respond to a potential customer who contacted me via gmail. Bouncing with the 550 error. I already have SMTP authenication on the latest version of Outlook.

31,595 Points
2017-03-16 5:57 pm
If this guide is not working, I recommend following our guide on What to do if an email is returned. It provides additional troubleshooting steps.

Thank you,
n/a Points
2017-01-11 12:45 pm

I use outlook 2010. I have had to uninstall my email accounts 3 times and reinstall them, This time when I replied to an email and attached and excel spread sheet. I got this back  on 1/11/2017 10:03 AM

            550 information, please see


42,946 Points
2017-01-11 1:08 pm
Hello Chuck,

Sorry for the problem with your outbound email coming back as spam. All outbound email is being filtered and checked for spam, but there is a possibility that your email is being flagged incorrectly. Please submit a support ticket to our technical support team (through your Account Management Panel (AMP)) and they will review the email to see why it's happening. They can also whitelist your address to keep it from happening. Please submit the ticket with a sample of the email text and they can take care of it.

If you have any further questions, please let us know.

Kindest regards,
Arnel C.
n/a Points
2016-07-27 10:42 am

well, I checked my Thunderbird, and settings are like you instruct,  yet I still cannot in 20 tries get an email out.  Gmail didn't have a problem sending it, but now when her replies I'll hafta go chasing.

Have any other suggestions about where to look fo rthe trouble ?

42,946 Points
2016-07-27 11:01 am
Hello Herb,

Sorry for the problem with sending email from your Thunderbird email client. If you are having a problem with sending out emails, we would need a little more information to be able to help you resolve the issue. Specifically, if you could provide the settings you're using and the domain for and email account that is having the issues, then we can investigate the issue in more depth if you are an InMotion Hosting customer. You can also refer to this tutorial for help in troubleshooting the issue. If you want to handle the matter privately, please contact our live technical support team via phone/chat/email. Note that all the replies on the support center website are public.

If you have any further questions or comments, please let us know.

Arnel C.
n/a Points
2016-05-17 6:07 am

I followed the instructions for the email authentication described above and my account was already set up that way.  It still won't send emails, but I can receive them.  It was working fine one day and the next it no longer sends emails.  Next suggestion please? 

11,043 Points
2016-05-17 11:19 am
Remember some email clients will require username/password authentication for incoming and outgoing messages. Make sure that both of these specifications have the correct credentials.
n/a Points
2015-10-06 6:07 am

Thx really worked fine by me

n/a Points
2015-09-10 8:29 am

Thanks man. Was getting frustrated but its working now.

n/a Points
2015-08-30 6:30 am


n/a Points
2015-08-03 6:14 am

thank you so soo much! It worked :D

n/a Points
2015-07-31 2:43 pm

Wow! You're amazing!! Thank u soooo much!!

n/a Points
2015-07-28 11:28 am


I am unable to see any incoming emails in the Outlook on my PC.  The received emails are displayed on the webmail and my phone.  To make things even stranger, I can send out emails from my Outlook and the recipient receives them ok but once they reply, the email does not come to my Outlook.  I have checked my setting million of times and I also tried deleting the account and recreating it from scratch and it still didn't help.  I also tried to use different numbers for the outgoing/incoming servers - with no luck.  Can you help me, please?

Thank you,


10,077 Points
2015-07-29 12:14 am
Hello Bozena,

Have you tried using non-SSL and SSL settings? Are you getting any error while trying to perform a send/receive in Outlook? When did this start happening?

Best Regards,
TJ Edens
n/a Points
2015-07-08 4:50 pm


I work at a company that uses a portal for users to register on and the system automatically sends them a User ID and password to access the system. Many times we will get this error sent back to us. Forgive the novice nature of the question but: --- Is it the setting on OUR end that need to be changed or is it the settings on the person who is not getting the email delivered?

Thanks for your help 

42,946 Points
2015-07-08 5:01 pm
Hello Paul,

Most likely, the issue you're seeing is the result of specific configuration settings missing from your email client. You may want to review your settings and then report any continuing issue to your network admin or email administrator. They will be able to identify the cause of that issue pretty quickly.

Kindest regards
Arnel C.
n/a Points
2015-03-17 10:25 pm
its perfect
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?

43,761 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
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
2014-07-21 10:24 am

Thanks man! 

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.

31,595 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
2014-07-04 9:10 am

Thanks a ton for these !Worked on first try !

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.

42,946 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
2014-05-12 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
2014-04-22 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
2014-04-01 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


11,186 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?

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