Reset your email password or sign in to webmail

How do I sign in to webmail?

1. Open https://mail.e3webmail.com in your browser. Type the address yourself or use a bookmark. Don’t use a link from an unexpected email, even one that looks like it’s from us.
2. Check the page. It says “Welcome to SmarterMail”, with Email Address and Password boxes. If your browser shows a certificate or “not private” warning instead, stop. Don’t click past it. Call us.
3. Enter your full email address and your password. Your username is the whole address, such as name@yourbusiness.com. Check Caps Lock.
4. Leave the Remember Me toggle off on any shared computer. SmarterTools’ guide to logging in says it keeps you signed in after the browser closes.
5. Select sign in. You should see your Inbox, with folders down the side.

These steps follow SmarterTools’ logging in guide. Screens can vary by SmarterMail version, so a button may sit in a slightly different place.

The first time you sign in, SmarterMail may show a short Getting Started screen. It asks for a theme, your time zone and a Recovery Email Address, where password-reset instructions are sent. For a staff mailbox, use an address the business controls, such as the owner’s or office manager’s, not the employee’s personal one, so a reset can’t reach someone who has left.

Webmail is the website where you read your E-3 email in a browser. It shows exactly what’s on the mail server, so it’s also the quickest way to tell whether a problem is your password or just one device.

The short version

• Sign in to https://mail.e3webmail.com with your full email address. If it rejects your password, choose Forgot your password? or call 814-399-4655.
• After a reset, update the password on every device.

How do I get my email password reset?

If webmail says your password is wrong, you need a reset. Don’t keep guessing. Repeated wrong tries can lock the account for a while.

Reset it yourself

1. Open https://mail.e3webmail.com.
2. Select Forgot your password? on the sign-in page.
3. Follow the prompts on screen, then sign in with your full email address and the new password.

Expected result: your Inbox opens. If the reset can’t be completed on screen, call us.

Or call E-3

1. Call 814-399-4655 and tell us which email address you’re locked out of. Don’t put any password in a form or an email.
2. A person at E-3 helps you get back in. Never accept a new password from someone who contacted you first, even if they say they’re from E-3.

Change a password you know

Once you’re signed in, you can change your password yourself. In current SmarterMail versions the option sits under More, Settings, Account, then Change Password, as SmarterTools’ Account settings page shows. Your version may label it a little differently.

What if my email is on Microsoft 365 or Google Workspace?

Some businesses use these instead. Not sure which you have? See E-3 email: start here.

• Microsoft 365: go to mysignins.microsoft.com/security-info, select Can’t access your account?, and follow the prompts. Microsoft’s guide, Reset your work or school password, says this only works if your administrator turned on self-service reset and you registered a phone or app beforehand. If you see Contact your administrator, ask whoever manages your Microsoft 365.
• Google Workspace: an administrator resets it in the Google Admin console, per Google’s Reset a user’s password. You sign in with the temporary password and pick a new one.

Why is my email account locked or disabled?

E-3 email accounts lock after too many wrong passwords, and E-3 can unlock them. A locked account is usually a device, not a person. When a phone, tablet or computer keeps trying an old password in the background, the mail server counts each failed sign-in. It’s a protection against password-guessing, and it can catch you too.

1. Stop retrying. Each failed attempt can extend the lock.
2. Think about what changed. A recent password reset, a new phone, or an old device switched back on.
3. Turn off mail on any device you’re not sure about, or switch off its Wi-Fi, so it stops trying.
4. Call E-3 on 814-399-4655 to unlock it. E-3 can unlock it, and reset the password if you need a new one.
5. Sign in to webmail once with the right password.
   • Expected result: your Inbox opens. Then update the password on every device, as below.

If webmail says the account is disabled rather than locked, waiting won’t help. An administrator has to switch it back on. That sometimes happens by mistake when staff change or email moves to a new system. Call us.

How do I update my phone and Outlook after a reset?

Every device stores its own copy of your password. Each one keeps trying the old password until you change it. Make a list first: work phone, personal phone, tablet, office computer, laptop, a scanner that emails documents.

• iPhone or iPad: open Settings, Apps, Mail, Mail Accounts, and tap your work account. Enter the new password for the incoming server, then open the outgoing server settings and enter it there too. Labels vary between iOS versions. Apple’s troubleshooting page, If you can’t receive email, covers the same area.
• Android (Gmail app): open the app. If a sign-in error shows at the top, tap it and enter the new password. If not, the app may ask the next time it checks mail.
• Outlook for Windows: Microsoft says Outlook asks for the new password the next time it opens. Enter it and tick the box to remember it.
• Apple Mail on a Mac: choose Mail, Settings, Accounts, then the account. Update the password under Server Settings for both incoming and outgoing.

Expected result: each device fetches new mail without asking again.

Why does this matter?

Being “locked out” isn’t always a forgotten password. It can be an account that hasn’t been used in a long time, or a device with old settings saved. Checking webmail first sorts out which one you have in a minute.

The identity check matters too. Fake reset requests are a common way into a business mailbox, and a mailbox holds invoices, customer details and password-reset links for your other accounts.

What are the common mistakes and edge cases?

• Deleting the account to “start fresh.” If a device was ever set up with POP, or you kept mail in folders that live only on that computer (such as “On My Mac” or a separate Outlook data file), that mail may not be on the server. Check webmail before you remove anything. If mail is missing there, call us first.
• Forgetting a device. A tablet in a drawer or an old phone on Wi-Fi keeps failing in the background and can trigger a lockout.
• Fake “password expiring” emails. Don’t click them. Open webmail by typing the address yourself. Our answer on spotting a phishing email lists the signs.
• A staff member has left. Ask us to change that mailbox’s password. See remove an email account for what happens to the mail.
• Something asks for a sign-in code. Two-factor sign-in isn’t currently available on E-3’s mail server, so E-3 webmail won’t ask for a code. If a page asks for a code when you sign in to E-3 email, stop and call us. Microsoft 365 and Google accounts are different; see two-factor login.

What if this didn’t work?

• Webmail accepts the new password but one device doesn’t: that device still has the old one. Retype it in both the incoming and outgoing settings.
• Webmail still rejects the new password: stop trying and call 814-399-4655.
• The webmail page won’t load: try another browser, then your phone on mobile data. If it fails everywhere, call us. It may be a wider problem, and not receiving email covers the other checks.

How does E-3 handle this?

You can reset your own password from the webmail sign-in page, or call E-3 for a reset by phone. Never send a password, sign-in code or recovery code by email, even to someone claiming to be E-3; call us instead. Phone 814-399-4655 or email support@e3help.me. Replies usually come within one business day.

Related questions

• Set up your email on an iPhone or Android phone
• Set up your email in Outlook or Apple Mail
• E-3 email (SmarterMail): start here
• Share access safely without sharing passwords