Start by separating mailbox access problems from mail-delivery problems.
Steps
- Sign in to webmail and send a message to an external address. Ask that address to reply.
- Check mailbox storage, Spam folders, forwarding rules, and the full recipient address.
- If webmail works but an app fails, verify the app hostname, port, encryption, username, and SMTP authentication.
- For a delivery failure, keep the bounce message and note the sender, recipient, and approximate time. Include those details in a support ticket.
Good to know
DNS MX records control where incoming mail goes. A recent DNS change or external email service can route messages away from this hosting account. Do not change MX or SPF records randomly while investigating.
Need help? Open a support ticket and include your domain and the step where you need assistance. Never include your password.
