I'm not receiving email
The most common causes when messages don't reach your inbox.
When a message doesn’t arrive, the problem may be on the sender’s side or on the recipient’s side. Here are the most common causes.
First things first
- Check the status page (opens in a new tab) for any issues with our servers. If there are, we’re already working on it.
- Look for the message in the Spam and Trash folders, in Webmail.
- Check that your mailbox isn’t full. Without space, new messages are refused.
- Check that you haven’t created a filter that moves or deletes messages automatically.
A problem on the sender’s side
If the sender’s server has configuration or reputation problems, their messages may go to spam or be refused altogether. In that case, it’s the sender who needs to act. Ask them to check their own email and, if possible, to send the message from another address to compare.
A problem on the recipient’s side
A recent change to the domain’s DNS
DNS records (MX, SPF and DKIM) tell other providers where to send your email and prove that the messages are yours. A recent change to these records, such as after changing hosting providers, can cause temporary problems, which usually resolve within 72 hours.
If you changed something in your DNS and the problem continues, talk to us. We’ll check that the records are right and that there are no old records in conflict.
Server issues
The server may go through temporary issues, such as maintenance or a connection failure. In those cases, messages usually arrive late, but they aren’t lost: the sender’s server keeps retrying for a few hours.