Work through these checks in order. Most mail problems come from DNS records, a full mailbox or the settings in your email app.
In this guide
Not receiving email
Check webmail first
Log in to webmail at https://yourdomain.co.za/webmail. If the mail is there, the problem is in your email app. If not, carry on.
Check your MX records
Your domain's MX records must point to our mail server. Check them in the Zone Editor in cPanel, or look them up with MXToolbox. If your domain uses other nameservers, the MX records are set there.
Check the mailbox size
A full mailbox bounces new mail. In Email Accounts, check the usage, then delete old mail or give the mailbox more storage.
Check filters and forwarders
Look in the spam folder. In cPanel, check Spam Filters, Email Filters and Forwarders for rules that move or delete mail.
Not sending email
Check your outgoing server settings
Use port 465 with SSL/TLS, or port 587 with STARTTLS, and turn on authentication with your full email address and password. See How to set up email on your phone and computer.
Check delivery in cPanel
Open Track Delivery. It shows each message and whether it was delivered, deferred or rejected, and why.
Check blocklists
If other servers reject your mail, check your domain and the server's IP address with MXToolbox's blacklist check. Tell us if the server is listed.
Check SPF, DKIM and DMARC
Missing records make other servers reject or junk your mail. See Email deliverability: SPF, DKIM and DMARC explained.
Sending in bulk
The server may hold or refuse mail if you send a lot at once. Use a newsletter service for mailing lists.
Common error messages
- 550 No such user. The address doesn't exist. Check the spelling.
- 550 Rejected. The other server refused the message, often because of SPF, DKIM or a blocklist. The rest of the message usually says why.
- 553 Relay denied. Your app isn't logging in to the outgoing server. Turn on authentication.
- 421 Too many connections. Your app is opening too many connections. Wait and try again.
- Mailbox full. The recipient's mailbox is full. They need to free some space.
When to contact us
If you've checked all of the above and mail still fails, open a ticket. Include the address, the time you sent the message, the full error message and, if you can, the message headers. A person reads every ticket, and the people who run the servers answer it.
Related guides
- How to set up email on your phone and computer
- Email deliverability: SPF, DKIM and DMARC explained
- How to create and manage email accounts in cPanel
- How to manage DNS records in cPanel
Stuck? Open a ticket and a person will reply.
