FAQ for users

The following list provides replies to the most frequently asked questions.

What is my IP address?

Your IP address is:

I am a WEB.DE user and cannot send mails to other e-mail providers

The cause for a sending failure of an e-mail may be the blocklisting of the recipient system. In that case you will be informed by a return e-mail (bouncer). This mail contains information as to why your message failed to send and what can be done about it. Through this form you can report such blocks. Mails that could not be sent due to a crowded inbox or an erroneous configuration are not part of the blocklisting category.

I have received a phishing mail that links to a server hosted by WEB.DE

Phishing-mails and faked websites that are hosted on the WEB.DE, GMX or mail.com infrastructure, or sent out using this infrastructure, can be reported through this form.

I have received a phishing mail that asks me to enter my WEB.DE credentials

Our employees will never ask you for your credentials, especially your password. Phishing mails that pretend to be from WEB.DE, GMX or mail.com can be reported through this form.

I have set up my email program but can't deliver any emails to WEB.DE

Please check your email program settings with your provider's recommended settings. Also make a note of the error message and try a different approach to delivering the email.

What is the maximum size for attachments that I send to WEB.DE users?

The maximum size of an email is 100 MB. Please note that in case of encrypted transmission, the file size must not exceed 72 MB as the remainder is required for encryption.

We do not recommend sending emails with attachments of this size. This can cause extremely long download times and/or cause various error messages.

If you need to provide multiple megabytes of data via the internet, we recommend the use of WebDAV technology.

How can prevent my emails being tagged as spam?

WEB.DE deploys a number of filters to ensure that your emails are correctly evaluate with respect to spam potential. If an email is incorrectly identified as spam, the user can retrospectively tag the mail as non spam. The email address of the sender is then automatically added to the allowlist for the mailbox in question. Any further emails from the same sender are automatically placed in the Friends & Buddies folder in future.

Why are my emails not being delivered?

Whenever an email can't be delivered, WEB.DE always sends an error message to the original sender. Please refer to the list of error messages to discover the reason why your email couldn't be sent.

My emails are not being delivered. Why am I not seeing an error message?

Whenever an email can't be delivered, WEB.DE always sends an error message to the original sender. Please check if the error message was identified as spam or moved to another folder due to a filter rule. Please also check whether the email system you use actually forwards error messages to users.

My question wasn't listed. How can I contact WEB.DE?

If you have questions about your mailbox, refer to the customer service.


  1. A DNS based blackhole list is a real-time blocklist which contains IP addresses as well as faulty internet addresses. While processing emails, the information can be used in order to identify undesired messages and for example mark them as spam.
  2. Phishing emails attempt to capture the personal data of user. A user is typically asked to enter their credentials for a mailbox, credit card information, credentials and transaction numbers for an online bank account etc. To allow this to happen, the phisher spoofs emails to give the victim the impression they are talking to a trustworthy company.
  3. Web-based Distributed Authoring and Versioning is an open standard for the provision of data on the internet. That way, users can access their data as if they were using an online hard disk.