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Banned from SMTP AUTH

Level 2
rror 5.7.8 [TPG-A02] Authentication denied. User XXXXXX@tpg.com.au is banned from using SMTP AUTH due to previous abuse
 
 
 I am able to use the web browser to send/receive but my pop/smtp is not working. This is very frustrating as I would like to use my outlook program rather than the webbrowser. 
 
I have reset my password, reset account by removing in outlook and then reconnecting and still get the error. 
 
It looks like TPG has to lift this ban so that i can complete my emails. HELP!!!
Thanks
rousself
6 REPLIES 6
Moderator

Hi @rousself,

 

Welcome to TPG community!

 

There are 2 common reasons why customers are getting this error message.

 

1. TPG e-mail servers detected some virus or malware on the e-mails that you are sending.

2. TPG e-mail server has detected that your account is sending message to a large number of recipients; Unsolicited bulk email (UBE) / Unsolicited commercial email (UCE).

 

You can follow the simple steps below to fix this issue:

 

1. Change you TPG account password online: https://www.tpg.com.au/home/myaccount

2. After changing the password Wait for 15-30 minutes before testing the mail.

 

Note: If you are sending e-mails to a large number of recipients (Exp: More that 50 recipients) please enable the SMTP authentication on the e-mail client settings to avoid getting banned by the server.

 

Let us know if we can be of further assistance.

Level 1c

I'm getting this too...coincides with me being overseas and needed email for job interview.  

 

If TPG is actively blocking users, perhaps an informative email to the user would be in order?

I've changed my pasword, but fail to see how this will help.

I'll go have breakfast and see if it works when I return to the hotel.

Moderator

Hi @mfeodoroff,

 

You may need to change the SMTP server, depending on the ISP you're connected to. Please confirm if you're getting banned error message if so, changing your TPG account is one of the resolutions on this issue and it usually takes 30mins for the banned status to be lifted.

 

Let us know how it will go.

 

Cheers!

Moderator

Hi @mfeodoroff,

 

We are glad to know that the email issue has been rectified. Let us know should you require further assistance.

 

Cheers!

Level 1a

Hi Shane, Sorry, am I missing anything here about what the solution had worked to remove the ban of SMTP?

I have been facing this problem and TPG Tech Support hasn't been able to resolve it.

Highlighted
Moderator

Hi @UserX,

 

Welcome to the community!

 

The troubleshooting given above should fix the SMTP Email Authentication Issue. You may also visit this thread.

 

https://community.tpg.com.au/t5/Broadband-Internet/Sending-email/m-p/1699

 

Can you also post the screen shot of the error message you're getting with the email?

 

Cheers!