Can't access Xtra Mail

Can't access Xtra Mail? Find out how to solve problems relating to access to Xtra Mail.

Can't access Xtra Mail through webmail

If you're having trouble accessing your Xtra Mail through our webmail portal, here's some steps you can try:

Check your internet connection: Make sure you have a stable internet connection. If you’re experiencing issues connecting to webmail, try accessing other websites to ensure your internet is working. You can also consider restarting your modem.

Browser issues: Ensure your browser is up to date and clear your browser's history, cookies and cache. If the problem persists, try using a different browser. Alternatively, try using incognito/private mode on your current browser or switch to another device.

Incorrect login details: Ensure you’re entering the correct username and password. If you’ve forgotten your password, select "Can’t sign in?" in the webmail portal to reset it.

Server issues: If none of the above steps work, there might be an issue with the webmail server. Check for any outages or message us

Can't access Xtra Mail through email application

If you're having trouble accessing Xtra Mail through an email application, here's some steps you can try:

Try signing into webmail with your email and password. Go to webmail

If you're able to sign in to webmail and access your emails, the problem might be with the email application you're using. Ensure the email settings are correct on your application and contact the email application provider for further assistance. Go to email settings

Contact software vendor

• Gmail
• Microsoft Support (for example, Outlook, Mail app for Windows 10)
• Apple Support (for example, Mail, iCloud)
• Thunderbird

If you're not able to access Xtra Mail via webmail, follow the "Can't access Xtra Mail through webmail" troubleshooting steps. Go to can't access Xtra Mail through webmail

Still can't access Xtra Mail?

In May 2024, we introduced a charge for our Xtra Mail service. As part of this, existing Xtra Mail users were contacted and asked to opt-in and agree to the new charges to continue using their Xtra Mail account and inbox. Users who no longer needed their account or didn't want to pay the new charges were notified that their Xtra Mail service and inbox would be closed down in May 2024.

Unfortunately, a small number of users were not notified of these changes, and their Xtra Mail accounts have since been shut down. While we provided an interim grace period for users who did not respond, unfortunately that grace period has passed and the deleted mailbox contents are no longer retrievable. We would like to apologise for this error.

If you think you may have been impacted, we suggest checking whether you have back-ups of emails or documents that were in your inbox.

Spark has notified the Office of the Privacy Commissioner. You are able to submit a complaint to the Privacy Commissioner

If you have any questions, please contact us at Privacy@spark.co.nz