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.
  • The admin account (SuperAdmin, DomainAdmin, Resellers) should not be connected to an email account(SimpleUser). Admins (like SuperAdmin) do not have mailbox access. Create a new admin user & SimpleUser separately. Always create administrators and email accounts separately.

Cannot add (update) accounts / aliases / domains

  • Disable browser extensions (ad-blocker, AV, etc.) and clear cookies and cache.
  • The admin account (SuperAdmin, DomainAdmin, Resellers) should not be connected to an email account(SimpleUser). Admins (like SuperAdmin) do not have mailbox access. Create a new admin user & SimpleUser separately. Always create administrators and email accounts separately.
  • If the domain/account/alias already exists (or was recently modified/deleted) and you have followed above steps, then make sure that the domain/account/alias is deleted from the admin panel, wait 24-48 hrs and re-add it.

Cannot receive email

  • Check quarantine in Mail portal since the mail might have been flagged as spam.
  • 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 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 (SimpleUser) 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. Properly configured & propagated SPF record is necessary to send emails (using Mailcheap’s Premium relay). 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. Properly configured & propagated SPF record is necessary to send emails (using Mailcheap’s Premium relay). 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 maybe 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 account/alias already exists (or was recently modified/deleted) and you have followed above steps, then make sure that the account/alias is deleted from the admin panel, wait 24-48 hrs and re-add it.

Cannot forward email

  • Private/dedicated servers which has both custom branding and premium relay enabled should configure SPF for mailserver hostname to forward emails. Your value can be found in ‘Server stats & tools’ portal at your mailserver’s homepage.

Webmail: Failed to index error / Data transfer has failed (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.

Webmail: An error occurred 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 in Mail portal (in admin panel go to Domains tab > Press edit button for domain > Content filter > increase both threshold value fields). Default spam threshold is 4.0. This is the spam score at which emails are quarantined and sent to junk folder. Experiment by increasing both threshold value fields (spam mails are never thrown away, its always sent to junk folder) to higher values for each domain.
  • Solution 2 (dedicated servers, reseller plans, SMTP relays): whitelist, blacklist and global spam thresholds can be set in Amavis user config section of Server stats & tools portal. Server stats & tools portal is located in a server’s homepage (example.mymailcheap.com/home).
  • 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.

Spam filter not learning (spam filter training not working)

The spam filter (bayes classifier) needs at least 200 samples of both spam and ham to start learning and make any difference to the spam scores. As an email administrator, we recommend leaving the filter training to individual users or domain admins (if any).

As the administrator of the server, what you can do to reduce false positives is to increase the global spam thresholds in Server stats & tools portal (Amavis user config) or increase the each domain’s spam threshold in Mail portal.

It is also possible to whitelist sender domains in Server stats & tools portal (Amavis user config).

Tip

Server stats & tools portal access is available only in dedicated services. All portals can be accessed from the homepage of your server (for e.g., mail.yourdomain.com/home).

Unchecked subject tag in emails

This is caused due to failed anti-virus (AV) service on the server letting you know that the emails were not checked for viruses/malware. The AV service fails when the server is overloaded.

Monitor your server’s health metrics (Load) in Server stats & tools portal. Once logged in, from the menu bar > select Health metrics > review values under Load.

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 refer to 1, 5 and 15 minute load averages.

Past load averages can be seen by zooming out the chart (minus (-) button on the right side of chart or use Shift + Scroll-down to zoom out chart). 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.

Timeouts or intermittent service issues

This is most probably caused due to server overload. Monitor your server’s health metrics (Load) in Server stats & tools portal. Once logged in, from the menu bar > select Health metrics > review values under Load.

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 refer to 1, 5 and 15 minute load averages.

Past load averages can be seen by zooming out the chart (minus (-) button on the right side of chart or use Shift + Scroll-down to zoom out chart). 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.