Troubleshooting Email
| Problem | What to check |
|---|---|
| Can't sign in (app or Webmail) | Username is the full email address. Reset the password if unsure: Change a Mailbox Password. A suspended mailbox can't sign in; see Email Billing, Renewals and Suspension. |
| App can't connect | Server name from the Mail app setup tab, IMAP 993 SSL/TLS, SMTP 465 SSL/TLS or 587 STARTTLS. See Mail App Settings (IMAP and SMTP). |
| Can receive but not send | Outgoing server needs authentication with the same username and password. Don't use port 25. |
452 4.4.5 Rate limit exceeded | You hit the sending limit (50/hour, 200/day per mailbox). See Sending Limits and Deliverability. |
| Mail to me doesn't arrive | For a domain with DNS elsewhere, check the MX records point to us and old MX records are removed. Check the address exists as a mailbox or alias. |
| External domain won't verify | The TXT record must be on the domain itself (@) and contain the full cdnshark-verify=… value. Allow time for DNS. |
| My mail lands in spam | Don't change the SPF/DKIM/DMARC records except to add includes. New domains need time to build reputation. See Sending Limits and Deliverability. |
| Mail from my newsletter/shop is rejected | Authorise the service in SPF: Send Mail From Other Services With Your Domain. |
| Mailbox shows "error" | Usually a weak password. Click Password and use Save & Retry. |
| Domain shows "error" after enabling | Contact support, or Disable and enable it again (nothing is lost if you haven't created mailboxes yet). |
| Can't add a mailbox | All seats used: Buy more … seats. |
| Mailbox full | Delete or archive old mail; empty Trash and Junk. Storage per mailbox is set by the plan. |
Contacting support
Include the mailbox address, what you tried, the exact error message, and for delivery problems the time and the sender or recipient address. For spam or delivery questions, the message headers ("Show original" / "View source") help most.