Troubleshooting: emails not sending, not arriving or going to spam Print

Email problems are almost always caused by one of a few things. Work through the section that matches your problem.

I'm not receiving email

1. Check your MX record. At your domain provider, your MX record must point to mail.yourdomain.com, with an A record for mail pointing to your HTN Cloud IP address. See Which DNS records to add at your domain provider.
2. Check the mailbox isn't full. Go to Email → Email Accounts and look at the storage bar. See How to change an email password or mailbox size.
3. Look in the Spam folder in webmail. See How to manage spam filters.
4. Use Track Delivery. In cPanel, open Email → Track Delivery and search for the sender's address. You'll see whether the message reached the server and what happened to it.

I can't send email

• Check your mail app's outgoing server (SMTP) settings: port 465 with SSL/TLS and authentication turned on with your full email address and password. See Email settings for mail apps (IMAP, POP3 and SMTP).
• Test sending from webmail. If webmail works, the problem is in your mail app's settings.
• Read the error or bounce message carefully. It usually says exactly what's wrong, for example a wrong password or an unknown recipient.

My emails go to the recipient's spam folder

• Add SPF, DKIM and DMARC records at your domain provider. This makes the biggest difference. See How to set up SPF, DKIM and DMARC for your domain.
• Avoid sending the same message to lots of recipients at once. For newsletters and marketing emails, use a dedicated email marketing service.
• Avoid spammy subjects and emails that are just one big image or link.

Sending limits

To protect everyone's email reputation, there's an hourly limit on how many emails each domain can send. Normal business email never gets close to it. If you need to send mailings to a large list, use a dedicated email marketing service.

My mail app keeps asking for the password

• The password was changed. Update it in every app and device.
• The username must be the full email address.
• After several wrong passwords, your IP address may be blocked for a while for security. Wait a little, then try again with the correct password.

Still stuck? Open a ticket with the email address, what fails (sending or receiving) and the exact error message. See How to contact support.