An email does not arrive: useful checks
Distinguish a full mailbox, rejection, delay and spam placement.
Guide to the current versionGuide contents
Before you begin
- A signed-in customer account with a service assigned to it.
Start with the portal#
- In Mail, check the correct address exists, is active and its domain shows Email ready.
- Sign in to webmail with the full address to distinguish a mailbox issue from an application issue.
- Check Inbox, Spam and Trash, then available space.
- For “Undelivered Mail Returned to Sender”, open the delivery report and note the code and recipient.
Interpret the result#
| Result | Next step |
|---|---|
| Authentication refused / 550 5.7.26 | Check the domain’s automatic connection, wait for propagation, then resend the returned message. |
| Unknown recipient | Check the recipient address spelling and existence. |
| Quota exceeded | Free space in all folders, then request a new send. |
| Message accepted but missing from Inbox | Check the recipient’s spam, rules and folders. |
| Temporary failure / 4xx | Let the server retry; avoid sending multiple copies of the same message. |
Spam#
SPF, DKIM and DMARC authenticate messages; they do not guarantee placement. Recipient filters also consider reputation and content.
Send expected messages with a clear identity. A recipient expecting your message can mark it as legitimate. Bulk campaigns are not the intended use of this service.
If the problem persists#
Keep the time, sender, recipient and delivery report for support. Do not attach a password or complete mailbox export.
A permanently returned message is not automatically resent after a fix. Repeat only the affected send once the cause is resolved.
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