Troubleshooting

Find answers and help to common problems

Mail Portal not loading or displaying correctly

  • This could be caused by a recent update to the web GUI. Clear browser cache and hard reload to fix issue as mentioned here.

Cannot login to Mail Portal (Authentication error)

  • Re-check your login credentials.
  • Check if the admin/user is enabled. From Mail Portal, Mail > Accounts > Enabled (status) and Mail > Accounts > API access (status). Both parameters must be toggled ON (yes) for login to Mail Portal. Enabled parameter controls API/GUI access and if applicable, email send/receive access. API access parameter controls API and subsequently GUI access (as GUI is built on top of the API).

Mail Portal (Invalid authorization error)

  • Logout and log back in. This error might be caused if you access the same account from a different browser/device as the existing session is invalidated upon logging in each time.

Cannot access webmail (Authentication error)

  • Disable browser extensions (ad-blocker, AV, etc.) and clear cookies and cache.
  • Check if the MailUser is enabled. From Mail Portal, Mail > Accounts > Enabled (status)

Cannot access webmail (other errors)

  • Logout and log back in.
  • Disable browser extensions (ad-blocker, AV, etc.) and clear cookies and cache.
  • Check status page for any ongoing maintenance/incidents.

Email accounts (MailUsers) are automatically disabled

  • If no external relayhost/smarthost is configured (i.e., Postfix relayhost parameter is empty), then 2FA is mandatory for MailUsers (email accounts). The system disables a MailUser if 2FA is disabled for 3 consecutive days. This is to prevent compromised user spamming incidents that would affect your server’s IP reputation and deliverability as there are no sending limits without Premium relay.

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

  • If the error Sender address rejected: Access denied is produced, it means the sender address (or MailUser) was blocked from sending due to a spam outbreak (account compromises leading to this can be caused due to weak/reused passwords). Update password, enable 2FA, and contact support to be unblocked.
  • Check your mailbox / sending quota. See more info on sending limits (Premium Relay) here.
  • Update password and enable 2FA for the account as compromised user passwords can cause MailUser accounts to be over quota even if user didn’t send many mails themselves. Once done, you may need to wait up to 24 hours for account sending restrictions to be lifted.
  • Check for any misbehaving mail client program(s) that may be repeatedly trying to send mails queued in its outbox. This behavior would cause the MailUser’s quota expiration date-time to be be further extended, eventually up to one full day from the time of last sending attempt.
  • 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 established 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 especially 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.
  • Update password and enable 2FA for the account as compromised user passwords can cause MailUser accounts to be over quota even if user didn’t send many mails themselves. Once done, you may need to wait up to 24 hours for account sending restrictions to be lifted.

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

  • Move message to Inbox or any folder other than Trash to train the spam filter that the message is not spam.
  • Increase domain’s spam thresholds from Mail > Domains > Antispam thresholds. Default spam threshold score is 6. 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.
  • Whitelist sender domain, email, or IP/CIDR from Mail > Domains > Antispam WL / BL.

Caution

Whitelist and blacklist actions are performed against the SMTP From domain (view header Return-Path) and not the Mime From domain (displayed by mail client to user).

Whitelisting would allow spoofed messages purporting to be from that user/domain through, use with extreme caution. It’s recommended to whitelist trusted IPs/CIDRs instead of domains.

Tip

MasterAdmins can increase global default antispam thresholds and whitelist senders globally from Mail > Settings > Global antispam thresholds / Global whitelist and blacklist.

Spam filter: false negatives (spam mails in inbox)

  • Move message to Junk folder to train the spam filter that the message is spam.
  • Blacklist sender domain, email, or IP/CIDR from Mail > Domains > Antispam WL / BL.
  • MasterAdmins can blacklist sender domains, emails, or IPs/CIDRs from Mail > Settings > Global whitelist and blacklist.

Caution

Blacklist actions are performed against the SMTP From domain (view header Return-Path) and not the Mime From domain (displayed by mail client to user).

Deleted my data (recover my data)

Mailcheap keeps rolling snapshots of email data for last 30 days as standard for all our hosted email plans. You can restore data from these snapshots (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.