Troubleshooting

Find answers and help to common problems

Cannot access webmail (Authentication error)

  • Disable browser extensions (ad-blocker, AV, etc.) and clear cookies and cache.

Cannot add (update) accounts / aliases / domains

  • Disable browser extensions (ad-blocker, AV, etc.) and clear cookies and cache.

Cannot receive email

  • Check if the MX record for your domain is configured and propagated. DNS records may take upto 24-48 hrs to propagate around the world. Use the console to verify DNS settings or send an email to check-auth@verifier.port25.com to get back a diagnostics report.
  • Please login to the email account (using either webmail or any email client) at least once before sending emails to it.
  • Make sure the account is not configured with POP on any other email client; webmail/multi-device access will only work with IMAP.
  • Make sure the account does not have any forwarders/redirects setup.
  • If the domain is sending from another service/server, make sure the sending server has proper SPF authorization and is not blacklisted.
  • Make sure the account (MailUser) has enough storage quota left to receive the incoming email.

Cannot send email

  • Check your mailbox / sending quota. See more info on sending limits (Premium Relay) here.
  • Make sure your domain has proper SPF, DKIM & DMARC records configured and propagated. DNS records may take upto 24-48 hrs to propagate around the world. Use the console to verify DNS settings or send an email to check-auth@verifier.port25.com to get back a diagnostics report.

Sent email not found in recipient’s inbox (Emails going to spam folder)

  • Make sure your domain has proper SPF, DKIM & DMARC records configured and propagated. DNS records may take upto 24-48 hrs to propagate around the world. Use the console to verify DNS settings or send an email to check-auth@verifier.port25.com to get back a diagnostics report.
  • Check recipient’s spam folder. Mark email as “Not spam” to train filter and add the sender to recipient’s address book. If the domain/IP is brand-new or does not have an est. sending reputation it may take a few (3-4) weeks for it to build one.
  • Make sure the email that you sent was not spammy: blank messages, test messages or messages with inline images may be blocked by our outbound filters (Premium Relay). Send images as attachments and use real content while sending. Use spamcheck.postmarkapp.com to check the spammyness of your emails.
  • Use senderscore.org to check if your private/dedicated server’s IP has an est. sending reputation. Wait for 3-4 weeks for it to build a reputation and to be considered a safe IP by other ESPs. Mailcheap also offers Premium relay addon for ensuring high deliverability.
  • Always send emails with real content; do not send blank/test/placeholder emails esp. from a new IP/domain. Let your reputation build organically and in 2-4 weeks, emails will be delivered to inbox.

Error 550. Recipient address rejected: undeliverable address (User doesn’t exist)

  • Please login to the email account (using either webmail or any email client) at least once before sending emails to it. Additionally, check if the MX record for your domain is configured and propagated. The DSN should contain information on which server responded with the 550 reject.
  • This error can be caused when your hosted domain is same as your mailserver hostname. For example, if your hosted domain is project.yourdomain.com and your mailserver hostname is also project.yourdomain.com, then sending emails to user@project.yourdomain.com will cause this error. If you’re reading this, chances are you’ve already provisioned a mailserver with hostname matching the domain/subdomain you want to host. While it is not recommended to do so, we do have a workaround for you that involves changing a few server configurations. Contact support for help with this.
  • If the address exists, please wait up to 1 hour for any negative caching to expire.

Webmail: Emails not displaying after logging in

  • This error maybe caused after a large migration / transfer. Please login to the account from an IMAP email client like Outlook or Mac Mail on your desktop and let the inbox and folders index(sync). This can take a while depending on the size of your inbox and once the indexing has completed in the client you can start using the webmail normally. With dedicated servers, it is possible to rebuild indexes for all users from Server > Actions > Dovecot index rebuild

Webmail: An error occurs during sending the message

Check your mailbox / sending quota. See more info on sending limits (Premium Relay) here.

Spam filter: false positives (legitimate mails going to spam folder)

  • Solution 1 (all plans): increase domain’s spam thresholds from Mail > Domains > Antispam thresholds. Default spam threshold is 4. This is the spam score at which emails are flagged and sent to junk folder. Experiment by increasing threshold to higher values for each domain.
  • In some rare cases, mails maybe detected as spam due to sender misconfiguration. Inspect the headers of the mail to see which spam rules were triggered, contact support for help with this.
  • Solution 2 (all plans): whitelist sender domain from Mail > Domains > Antispam WL / BL.
  • Solution 3 (plans using AI spam filter): whitelist & blacklist rules can be set in console. Once logged in, select from the menu bar > Tools > Whitelist & blacklist.

Spam mails in inbox

  • Solution 1 (all plans): blacklist sender domain from Mail > Domains > Antispam WL / BL.
  • Solution 2 (plans using AI spam filter): whitelist & blacklist rules can be set in console. Once logged in, select from the menu bar > Tools > Whitelist & blacklist.

Deleted my data (recover my data)

Mailcheap keeps rolling snapshots of email data (daily backups for past 7 days and weekly backups for last 4 weeks) as standard for all our hosted email plans. You can restore data from these backups using the Data restoration tool in console. Once logged in, select from the menu bar > Tools > Data restoration.

Timeouts or intermittent service issues

This is most probably caused due to server overload. Monitor your server’s load averages from Server > Usage metrics

Load averages show the current system load, i.e. the number of processes using CPU or waiting for system resources (usually CPU and disk). The 3 metrics ldavg-1, ldavg-5 and ldavg-15 refer to 1, 5 and 15 minute load averages.

Maximum load average value roughly corresponds to the number of CPUs available for your plan. For example, if your plan has 1 CPU and your load average is above 1.0 (or if your plan has 2 CPU and your load average is above 2.0), then the server is overloaded and needs to be upgraded to a plan with higher CPU count.