Why am I having trouble logging into IU Webmail, and what can I do to correct this?

Note: This information pertains solely to the current (i.e., production) Webmail interface for Cyrus email accounts at Indiana University. UITS is testing a new version of the Webmail interface; see Information about the Webmail pilot project.

If you are having trouble logging into IU Webmail, first check to be sure you are using the correct URL:

If problems continue, check the following, in order:

1. Make sure you have entered your Network ID username and passphrase correctly, and the Caps Lock key is not on.

   Note: If you type your username using any uppercase letters, Webmail will allow you to log in, but you will receive an error message that says, "There are no messages in this mailbox". This is because Webmail uses Kerberos, which is not case sensitive, to authenticate users, but Webmail mailbox names are case sensitive. So, if you use uppercase letters when typing your username, Kerberos will allow you to log in, but Webmail will be unable to find a mailbox corresponding to that username.

2. You must have cookies enabled for Webmail to work properly. For help, see the "Viewing and controlling cookies" section of What are cookies?
   
   
3. Check the Account Management Service (AMS) to see if your account was created successfully; see How can I find out which UITS computing accounts I have? Look for an account on Cyrus. If you don't see one, click create more accounts. Students should follow the instructions for creating an Imail or Umail account. Faculty and staff should follow the instructions for creating a Cyrus or Exchange account.
   
   
4. Try changing your passphrase using the Passphrase Maintenance utility at: https://passphrase.iu.edu/
5. If you have a personal firewall set up on your computer, you may need to change some settings to allow access to IU Webmail. Consult the documentation for your firewall software.
   
   
6. If you are connecting through an outside Internet service provider (ISP), check with your ISP to see if a firewall is in place or any blocking measures are used that could prevent you from accessing Webmail.
   
   
7. Spyware on your computer may be blocking access to IU Webmail. For help, see What is Windows Defender and how do I use it?

If you continue to experience problems logging into your Webmail account, contact your campus Support Center. If you email the Support Center, please provide an alternate email address if possible so a consultant can more easily contact you.