Common Email Issues

Not Receiving Emails

Symptoms: Emails sent to you never arrive, or arrive very late.

Solutions:
  • Check spam/junk folder
  • Verify MX records are correctly configured
  • Check mailbox quota isn't full
  • Verify email account exists in EGPNL

Cannot Send Emails

Symptoms: Emails stay in outbox, or you get "failed to send" errors.

Solutions:
  • Verify SMTP settings (server, port, authentication)
  • Check username is full email address
  • Confirm password is correct
  • Try port 587 with TLS if 465 doesn't work

Emails Going to Spam

Symptoms: Recipients find your emails in spam/junk folder.

Solutions:
  • Set up SPF record for your domain
  • Enable DKIM signing
  • Add DMARC policy
  • Avoid spammy content and too many links

Bounced Emails

Symptoms: Emails return with "delivery failed" or "user unknown" messages.

Solutions:
  • Verify recipient address is correct
  • Check if recipient's mailbox is full
  • Your IP may be blacklisted - check with MXToolbox
  • Read the bounce message for specific reason

Check Email Authentication

Proper email authentication is crucial for deliverability:

1. SPF Record

Verify your SPF record using MXToolbox SPF Checker.

A basic SPF record should look like:

v=spf1 a mx ~all

2. DKIM

Check if DKIM is enabled in EGPNL under Email → DKIM. Verify using DKIM Checker.

3. DMARC

Add a DMARC record to receive reports and improve reputation:

v=DMARC1; p=none; rua=mailto:dmarc@yourdomain.com
Email Health Check: Use mail-tester.com to test your email setup and get a spam score.

MX Records

MX records tell other servers where to deliver your email:

  1. Go to EGPNL → Domains → DNS Zone
  2. Look for MX records
  3. They should point to your mail server

Example MX record:

Type: MX
Name: @ (or blank)
Priority: 10
Value: mail.yourdomain.com

Check Mailbox Quota

If your mailbox is full, you can't receive new emails:

  1. Go to EGPNL → Email → Email Accounts
  2. Check the usage percentage
  3. Delete old emails or increase quota

Email Client Settings

Verify your email client settings are correct:

Incoming (IMAP) mail.yourdomain.com, Port 993, SSL
Incoming (POP3) mail.yourdomain.com, Port 995, SSL
Outgoing (SMTP) mail.yourdomain.com, Port 465 (SSL) or 587 (TLS)
Username Full email address (name@domain.com)
Authentication Required: Always enable SMTP authentication. Use your full email address as username, not just the name part.

Check Blacklists

If your emails are being rejected, your IP might be blacklisted:

  1. Visit MXToolbox Blacklist Check
  2. Enter your mail server hostname or IP
  3. If listed, follow the removal instructions for each blacklist

Website Form Emails

If contact form emails aren't working:

  • Check form is configured with correct email address
  • Verify SMTP plugin settings (for WordPress)
  • Test with a different recipient email
  • Check spam folder on receiving end
  • Use an SMTP plugin instead of PHP mail()
PHP mail() Issues: Many receiving servers reject emails sent via PHP mail(). Use SMTP authentication for better deliverability.

Test Email Sending

To test if email is working:

  1. Log in to webmail at https://yourdomain.com/webmail
  2. Send a test email to yourself at a different provider (Gmail, etc.)
  3. Check if it arrives and examine headers for issues

Still Having Issues?

If none of the above helps:

  1. Note the exact error message
  2. Check email logs if available
  3. Document what works and what doesn't
  4. Contact support with these details

Related Articles

SPF, DKIM & DMARC Creating Email Accounts Email Client Setup DNS Management