Email support

Frequently asked questions

  • What is the difference between citytel.net and citywest.ca email addresses?

A citywest.ca email address has a lot more features than a citytel.net address. Some features include: increased mailbox space, authenticated outgoing mail, IMAP support, and customizable spam filters.

  • I am missing mail from someone. I am positive they sent it!

If you are using a citytel.net address, please contact Internet support at 1-800-442-8664. If you have a citywest.ca address, please login and check your spam box. Spam protection is not perfect and there are sometimes false positives. If you still can't find your email, please contact support.

  • Why can't I send out mail on my smart phone?

If you have a citytel.net address, you will be unable to send mail on a smart phone. If you are using a citywest.ca address, make sure you are using the correct settings for your outgoing mail server.

  • I just sent out an email to a large group of people and now I can't send any email to anyone!

Our server only allows you to send out 150 emails every five minutes for security reasons. If you sent a large amount of emails recently, you may be temporarily blocked by the server.

  • What server settings should I put in my email client?

Click here for server settings as well as step by step guides for some popular mail clients.

  • What is citywest.ca Webmail?

Webmail allows you to securely access your inbox from any computer with Internet access. This can be useful if you want to check your mail when you do not have access to your computer. Webmail contains most features that mainstream mail clients do and some people choose to use Webmail exclusively. You must also login to Webmail to make changes to most mail settings (spam, forwards, etc).

  • I got an error message when I tried to send out mail to my friend. What’s wrong?

Scroll down on this page to see some common email error messages. If your error message is not listed, please double check your mail settings. If you continue to get the same message, please contact technical support.



Error messages

This page lists some of the common errors that have been reported by our users over the years. Many of these errors can be corrected by tweaking settings in your mail client, while others may require more in depth changes. You can find our recommended mail settings by clicking here . If you do not see your error here and are still having issues after checking your mail settings, please contact technical support.

NOTE: These wording in these error codes may not be identical to what you receive.


Outgoing mail errors

These are some error messages you may receive when you use the citywest.ca mail server to send out mail

   550 - No mailbox found
   Hi. This is the qmail-send program at backend.citywest.ca.
   I'm afraid I wasn't able to deliver your message to the following addresses.
   This is a permanent error; I've given up. Sorry it didn't work out.

   Remote host xxx.xxx.xxx.xxx does not like recipient example@example.com
   Remote host said: 550-5.1.1 The email account that you tried to reach does not exist.
   Please try 550-5.1.1 double-checking the recipient's email address for typos or 550-5.1.1 unnecessary spaces.

(In this example, "example@example.com" is the recipient's email address, and "xxx.xxx.xxx.xxx" is the IP address.)

This says that the account does not exist on the destination server. The second part of the message is directly from the desination server (in this case, example.com). You may get a slightly different message depending on what mail server you are sending to.

The best way to fix this is to double-check you are sending to the correct email address.


Incoming mail errors

These are some error messages you may receive if you are sending email to citywest.ca customers.


BMS stands for "Blacklist Mastering System," and a message like this one means your mail server has somehow ended up on a blacklist: 

   mx01.citywest.ca #<mx01.citywest.ca #5.0.0 smtp;
   550-Your message was rejected by this user and was not delivered.
   550-Reason: This system uses BMS to check your IP address reputation, and was rejected by the user.
   IP=[xxx.xxx.xxx.xxx] 550-Protection provided by: MagicMail version 2.0 550-
   For more information, please visit the URL: 550-http://www.linuxmagic.com/power_of_ip_reputation.html
   550-or contact your ISP or mail server operator

You can visit the link (bolded in example above) to find out which list you are on. Most lists can be bypassed by having the recipient add you to their whitelist.

However, if you are on either of the lists below, your mail will not be delivered even if the recipient has spam filters disabled and has added you to their whitelist:

  • rats-dyna
  • mipspace-worst

BMS is not perfect, and sometimes mistakenly adds emails to their lists. If you have any questions or concerns, please contact technical support at 1-800-442-8664.

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