Troubleshooting: Security issues with your Shaw email account

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If you set up your Shaw email account correctly and you created a strong email password, you should be able to avoid the most common security issues. If you are suddenly unable to log in to your account, receive suspicious messages about mail you didn't send, follow the instructions below to secure your account or regain access.

Addressing spam and bounce-back messages

If you receive a bounce-back notice for an email you did not send — and the email appears to be spam sent from your account — someone may have gained access to your email account and you should update your password immediately.

To update your email password:

1. Visit https://my.shaw.ca
2. Sign into My Shaw.
3. Scroll down to My Services and click Manage Internet.
4. Scroll down to Email Accounts and click Edit next to your @shaw.ca address.
5. Enter a new password in the New email password text box.
6. Enter the password again in the Confirm password text box.
7. Click Update.

Learn more about email spam with: How to identify phishing or scam emails

Unable to log in to Shaw email errors

If you are suddenly unable to log in to your Shaw email account, you may encounter one of the following error messages:

• "Login failed. Please try again. Invalid credentials."
• "HTTP ERROR 400 Problem accessing /service/preauth. Reason: authentication failed for [ ______ @shaw.ca]"

If you receive either of those error messages:

1. Try to log in a second time, being careful to enter your username and password correctly. If that doesn't work, log into your Shaw account and set a new email password.
2. If you reset your password and still can't access your email, it's possible that your account was flagged for sending spam emails (even if you personally did not). To find out if your account was flagged, contact Shaw Technical Support by calling 1-888-472-2222 or use the live chat at http://www.shaw.ca/chat.

Adjusting spam settings in Shaw email

Through Shaw Webmail you can adjust your spam settings to allow you to discard messages immediately so that they will not appear in your inbox or in your trash folder.

To adjust your spam settings in Webmail:

1. Go to https://webmail.shaw.ca
2. Log in using your email address and password.
3. Click Preferences and select Spam.
4. Select a spam mail option: 
   • Label message as spam and keep in Inbox
   • Discard message immediately (will not appear in trash)
   • Label message as spam and send to Junk)
5. Click Save at the top left of the page.

More information: Shaw Webmail: Email filters and spam settings

Related readings

• How To: Set up your Shaw email
• Shaw Webmail Troubleshooting Tips
• Shaw Email FAQ