Prevalent Email Issues

Here are the most prevalent issues with email and a few suggestions on how to fix specific issues.

Bouncebacks

Check the following if you tried sending an email message to a third-party mail server and received a bounceback:

1. Read the bounceback message. It normally indicates why the email bounced back to you. Some common reasons are:
   • Poor reputation – means your mail server is on the recipient’s block list
   • The recipient does not exist. – The target email address is no longer valid.
2. If you find it hard to interpret the bounceback, contact our support team so they can help you troubleshoot any complicated issues.
3. Some servers require DomainKeys (DKIM) and/or an SPF record configured on your side.

Unable to Receive Emails

If you cannot receive emails, some of the reasons may be:

1. The username is incorrect. Most email clients only provide the first part of the email address (userinstead of user@domain.com) as the username. Our email servers require the full email address to be used as username.
2. Use of SSL on non-SSL ports. If you wish to use SSL for your incoming emails, use one of the following ports:
   • POP3 (SSL): 995
   • IMAP (SSL): 993
3. Wrong ports (non-SSL). If you are not using SSL, use one of the following ports:
   • POP3: 110
   • IMAP: 143
4. Wrong host/server. Use the correct server for incoming emails. You can use domain.com (where domain.com is your domain name).

Unable to Send Emails

1. SMTP Authentication. Our email servers require SMTP authentication for sending of emails. This may be enabled in the advanced settings section of your email client.
2. Incorrect SMTP username. Most email clients only suggest the first part of the email address (userinstead of user@domain.com) as username. Our email servers require the full email address to be used as SMTP username.
3. Using SSL on non-SSL ports. If you wish to use SSL for your outgoing emails, use port 465 for SMTP (SSL).
4. Wrong ports (non-SSL). If you are not using SSL, use the following ports:
   • SMTP: 25
   • Alternate SMTP: 26
5. Wrong host/server. Use the correct SMTP server for outgoing emails. You can use mail.domain.com  (where domain.com is your domain name).