Apple Mail is the default email client that comes with every Mac using OS X 10.0 or later. This guide provides information on the most common issues for Apple Mail.


Q: What’s the best way to assure my emails in Mail are backed up?
A: Mac OS X comes with a feature called Time Machine which will maintain backups of your entire machine including emails in Mail when configured properly. However it is also very good practice to perform manually backups, you can find detailed instructions at

Q: Mail will repeatedly ask for my password, how do I stop it?
A: There are several issues that may cause this problem to arise. Most often using the troubleshooting steps above to verify your settings will resolve this issue. If this fails to resolve the issue, then you will need to reset the password for your email address within the (mt) AccountCenter, and provide Mail the new password.

Q: Mail states it can’t “Verify Certificate”. What does this mean?
A: This occurs because you are set to use a secure SSL connection which is a very good thing. However, in order to use a SSL connection with the (gs) Grid-Service you must set the Incoming and Outgoing Mail Server to be your access domain. Otherwise, you may continue to receive this message.

Q: Emails sent in Mail do not appear in my Sent Folder, why?
A: When using IMAP, as we recommend for the (gs) Grid-Service, Mail requires you provide a specific folder to save sent messages. Follow these simple steps to configure this:

  1. Click and highlight the “Sent” folder for your account.
  2. Click the “Mailbox” menu
  3. Choose “Use This Mailbox For”
  4. Choose “Sent”

This will configure Mail to save new outgoing emails to the sent folder for your account. If you want your previously sent emails to appear they must be dragged from Mail’s local Sent folder to the Sent folder listed under your account.

Not receiving email

Once in a while, your (sometimes referred to as “Apple Mail” or “Mac Mail”), stops receiving new mail. You may be able to verify that you are getting new mail via webmail, another email client or computer, or even via a mobile phone. When this happens, the fix is extraordinarily easy!

Here’s how: From inside the, click the Mailbox menu (see Figure 1):

  1. Choose “take all accounts offline”, and wait 10 seconds.
  2. Choose “take all accounts online”.

Figure 1: Follow these steps to refresh your Mail application.


You should begin seeing your new mail flow into your inbox.

Not Sending or Receiving email

If your mailbox is constantly spinning and mail is not coming or going, it means IMAP is not syncing. In this case, try these steps:

  1. Close
  2. Go to /Users/your_profile/Library/Mail/IMAP-account_concerned/.
  3. Delete hidden folder .OfflineCache.
  4. Start again.

A new OfflineCache folder will get created.

Note: This will not delete any messages. If you need additional help, fix a remote session with our Agents.