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Troubleshoot issues related to email on your Apple iPhone 5

Last Updated: Dec 06, 2013

This article helps troubleshoot email issues on your Apple iPhone 5.

You may have email issues if you're unable to:

  • Send emails
  • Receive emails
  • Access the data network

These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.

  1. Verify your Apple iPhone 5 is connected to the Sprint or a Wi-Fi network using Safari.

    Be sure mobile data is enabled. Email requires a data connection to work properly.

    1. From the home screen, tap Safari.
    2. Try to browse to a web page.
    3. If your Apple iPhone 5 is still unable to browse to a web page, troubleshoot data connectivity and then verify email services.
  2. Verify that the email address and password are correct.

    1. Using Safari, navigate to your email provider's website and try to sign in to your email account.
    2. If you're unable to sign in, double-check that you entered the correct username and password.
    3. If you recently updated your email account password, you also have to update the email settings on your Apple iPhone 5.
  3. Double-check that you have set up your email account correctly on your Apple iPhone 5.

    This is the most common scenario and includes all major public email providers such as Yahoo!®, Hotmail®, Gmail™, and AOL®. Many companies provide a Microsoft Exchange email address to their employees.

    • For a personal email address:

      1. If you've already set up the email address on your Apple iPhone 5, try removing it from your device to delete any incorrect settings.
      2. This step doesn't delete any of your emails. It only removes the link to your account for now. Remove an email account from your Apple iPhone 5.

      3. Add your email account to your Apple iPhone 5.
    • For a business email address via Microsoft Exchange™:

      1. Sprint recommends that you contact your IT department for the correct setup information. You'll need your server address, domain, username, and your corporate password. After you have this information, set up the Microsoft Exchange account. If your Exchange account still doesn't work, contact your corporate IT department for more help.
  4. Perform a soft reset.

    A soft reset reconnects your Apple iPhone 5 to the Sprint network.

    1. From the home screen, press and hold the Power key and the Home key.
    2. Release the Power key and the Home key when the Apple logo appears.
    3. Your Apple iPhone 5 restarts.
    4. Test your device to see if the issue is resolved.

Note: To optimize device performance, be sure your Apple iPhone 5 is running the most recent device software. Check for software updates.

If you're still having issues, please try our community pages for the Apple iPhone 5 or contact Sprint Customer Care for more help.

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