Frequently Asked Questions

Are you having issues with the application?

If you’re experiencing issues, please check the list below and our Knowledgebase to see whether you aren’t dealing with a known issue. If you can’t find any information here, please let us know through the Community Support or the VIP Support (if you’re a PRO license user) and we will do our best to resolve the situation as soon as possible. The problem solving process is however difficult and can be very time-consuming, we would therefore ask you to follow the guidelines below to make it faster.



  • How to report an issue?

    1) If you’re getting an error message, please enclose a screenshot of the error.

    2) Send us the whole content of the ‘Log’ tab. If an error appears, you can access it by clicking on the third tab in the same window as the Error called Operations. If no error appears, go to Menu > Tools > Operations. Select all with Ctrl+A and copy it into a text file that you send our way.

    3) Send us the full number of the version that you’re using (you can find this information in Menu > Help > About).

    4) Try to remember what changes you’ve made in eM Client or in your system before the problem started and describe them to us.

    Submit the report to one of our support options, either the Community Support or the VIP Support (if you’re a PRO license user), and we’ll do our best to resolve the issue as soon as possible.

  • I have lost my activation key, how can I retrieve it?

    Have you lost your activation key? No problem! Simply enter the email address used for the license registration here and we will send you your activation key immediately. If you have problems receiving the key, please make sure that you entered your address correctly and also check your Spam folder.

  • I have activated my license on a second computer and my other computer has started to ask for the license key again, how can I resolve this?

    eM Client licenses are meant to be used on one computer only, so if you have one eM Client license and are using eM Client on two or more computers, you will be asked to re-activate your eM Client license each time you switch between the computers.

    We offer significant discounts for purchases of more than one license at the same time so please consider buying additional licenses. If you have any questions regarding the purchase or would like to talk about the pricing individually, please contact our sales department at sales@emclient.com.

  • A problem has occurred when contacting the licensing server on Windows XP, why can’t I activate my license?

    Windows XP is unfortunately no longer supported due to an outdated security protocol. eM Client needs to periodically check the license status with our licensing server. Because the security protocol in the last Windows XP service pack isn’t up to date anymore, the request sent from Windows XP unfortunately doesn’t arrive at our system.

    Users encountering this issue will typically see this message: “A problem has occurred when contacting the licensing server: The underlying connection was closed: an unexpected error occurred on a send.”

  • eM Client is suggesting my database is missing or is corrupted, how can I restore the database?

    If you get an error indicating that your database is corrupted, the fastest way of getting eM Client running again is to restore your data from a backup. This option will be available either from the window informing you about the results of the database check or from eM Client’s interface in Menu > File > Restore. If you can’t access eM Client to restore the data, please follow the information below on starting with a new database which is needed to open the program.

    If you do not have a backup but still have all your data saved on the server, you will have to start with a new database, re-create your accounts from scratch and wait until the data is synchronized again.

    To start with a new database, turn eM Client off and rename the ‘eM Client’ database folder (default location is in hidden folders AppData\Roaming, the whole path is usually C:\Users\username\AppData\Roaming\eM Client) to e.g. ‘eM Client old database’. Please note that eM Client must stay turned off during this process. Check for eM Client or mailclient.exe in the Task Manager and if you see a process with either of these names, end it before you proceed.

  • Why do I have multiple copies of a message in Smart Folders?

    This usually happens with Gmail accounts that use multiple labels for a single email. Since Gmail creates a separate folder for each label, emails that have multiple labels attached to them will appear as though having multiple copies saved.

    In reality, you can only have one copy of each email on Gmail. The way Gmail actually works is that all emails are stored in the All Mail folder. All the other folders are just ‘filtered’ views of the All Mail folder based on the labels (= eM Client’s categories) attached to a message. That means that you don’t really have e.g. Inbox or Important folders – these are just labels that make the email from All Mail folder appear in these other folders.

    The only workaround for this issue is to disable assigning of redundant labels like ‘Starred’ and ‘Important’ on the server.

  • Why am I missing some emails when I use the search feature?

    It’s important to realize how eM Client works with IMAP: it only downloads message headers. Messages themselves are fully downloaded anew each time that you click on them to show their content in eM Client. Thus, eM Client cannot search in the bodies of all your messages by default.

    If you’d like to search inside the messages, you can download your messages for offline use. This setting is available in Menu > Tools > Accounts – the account that you’d like to download the emails for – IMAP tab – Offline – ‘Download messages for offline use’.

  • Why am I missing the content of my Distribution lists?

    Some servers might not support distribution lists and can therefore try to change the list into a regular contact, leaving only the first email address. To prevent this, please save your distribution lists into eM Client’s Local folders. The list will not be synchronized but you will be able to use it from the application’s interface.

  • Why has my recurring task changed to a non-recurring one on my Google account?

    Google unfortunately doesn’t support recurring tasks, the information about recurrence is saved locally in eM Client. If you remove and add your account again this information is lost, because the local data has been cleared and the newly synchronized data from the server does not contain the recurrence information.

  • Why can’t I see my subfolders when I synchronize my Yahoo account?

    If you’re wondering why the subfolders under your Yahoo account disappear each time you restart eM Client, here’s the explanation: some Yahoo servers unfortunately do not support subfolders at all.

  • Why is there a constant certificate warning showing on start?

    We have enhanced the IMAP certificate checks so this is an expected result. The problem arises because your certificate name does not match the host name. Please either use the correct certificate or match the server address found in your account settings (Menu > Tools > Accounts > the relevant account – IMAP tab – Host) with the one in the current certificate details.

    If you are redirected on the server and the names can’t match, you can also choose the possibility to connect with the current settings and remember this choice.

  • What is the difference between setting up a POP3 account in a separate folder tree instead of Local Folders?

    When setting up a POP3 account using the automatic or manual account setup, you can choose between creating a separate folder tree in the left pane for your POP3 account, or you can have your items downloaded into the default Local folders tree. Both options will store your emails locally as POP3 accounts do not keep your items synchronized with the server and are only used to download new data. Having the account in the left pane will allow you to move the account in the list of your accounts, having it listed under Local folders will on the other hand reduce the number of listed account.

  • How can I configure a skype account using eM Client?

    Microsoft has unfortunately decided to stop supporting Skype for 3rd party applications so this feature had to be removed from eM Client. eM Client does not provide VoIP functionality, but clicking on the phone number in the Contact section of the Sidebar (on the right side of the main eM Client window) results in the standard call-to action, which should detect your default VoIP app and dial the number.