How do you check your email?:

This article offers assistance for those users that are unable to receive email. The steps to troubleshoot this issue depend on the way you check your email.

Webmail - examples include Horde, Squirrel Mail, and Roundcube.

An email client - examples include desktop applications such as Microsoft Outlook and Mac Mail, or from a device such as a mobile phone.

A combination of the above - an example would be checking your email at home/office using a desktop application, and then checking using webmail while at an alternate location.

Troubleshoot Webmail:

  • If you send yourself an email and it does not arrive in your Webmail account, be sure that you are logging into Webmail using your full email address as the username, and not using your cPanel username as your Webmail username. Our Webmail flash video tutorials on the following page include instructions on how to properly log into Webmail:
    http://support.inmotionhosting.com/userguides/webmail_flash_guide.html
  • If your email account is over its disk quota, you will not receive email as well. You can check your email account's quota by logging into your cPanel and clicking the Email Accounts icon. A list of email accounts will show, and next to each email account will be listed its quota and the actual amount of disk space that it is using. If it is over quota, delete email to free up space or click the Change Quota link next to the email account and increase the disk quota available for that email account.
  • If you have SpamAssassin enabled on your account, the emails that you are missing may have been identified as spam by SpamAssassin and either deleted or moved to a spam folder. If you see a spam folder, please check your spam folder. If you are receiving some but not all of your email, this is most likely the culprit. If you are not receiving any email at all, you'll want to continue to the next troubleshooting step.
  • On occasion, our System Administration team may migrate your account to another server. If you have received an email from us indicating that this has taken place, you'll want to be sure you're logging into the webmail on your new server and not your previous server. If you access webmail via YourDomain.com/webmail, then this shouldn't be a problem. If you access webmail via the server name, such as biz42.inmotionhosting.com/webmail, you'll want to reference the email sent to you for the new server name. For example, you may have been moved from the biz42 server to the sb57 server, in which case you would use sb57.inmotionhosting.com/webmail.
  • If you have external MX records in place, the server may be attempting to deliver your email locally on the server instead of delivering the email to the servers listed as your MX records. Please contact our support department if you do have custom MX records, and request that they review the domain's local/remote domains configuration. If you don't know whether or not you have external MX records in place, most likely you do not as such a change cannot be made without a written request to the Support Department.

Troubleshoot Client:

If you haven't already, we recommend reading our step by step tutorial for your specific client:
Email Client Setup

Are you Getting any Error Messages?
  • If you are receiving an error, it is best to review your email account's basic configuration in your email client.
  • Please ensure that you are using your FULL email address as your username, and not your cPanel username.
  • Please ensure you are using the correct password. Your email password is the password you set when you initially created the email account within cPanel.
  • Please ensure that you do not have an option enabled that is similar to, "Log on using Secure Password Authentication (SPA)"
  • If the error message you are receiving is actually a password prompt, please reset your email account's password within cPanel and test again. You can reset the email password by logging into your cPanel, accessing the Email Accounts section, and clicking the Change Password link next to the email account you are working with.
  • If you are getting an error message, but it is not a prompt asking for your username and password, contact our Support Department for further assistance and be ready to supply the full error message that you are receiving.
  • If you are not receiving any error messages, log into your Webmail and ensure that you have email in your INBOX for your email account to download. You can log into your webmail via YourDomain.com/webmail. Be sure to replace YourDomain.com with your actual domain name, use your full email address as your username, and use your email account's password as the password. If you see emails in your INBOX from within Webmail, then your email client should be able to download them. Open your email account's settings from within your email client and be sure that you have your POP/SMTP server set to mail.YourDomain.com, with YourDomain.com being your actual domain name.

Both Webmail and an Email Client:

  • If you have setup an email account in your email client (Microsoft Outlook or Mac Mail for example) as a POP account, then you may not have the option enabled to leave a copy of the email on the server. By default, your pop account will connect to the mail server, download, and remove all email on the server for that particular email address. If you check with your email client first and then check with your webmail, your webmail will not be able to find any email as it was downloaded and removed from the mail server by your email client.
  • Most email clients solve this problem by allowing you to connect and leave a copy of the email on the server. This in turn allows you to download your email from more than one email client. This setting can be set within the advanced settings of most email clients. For example, in Microsoft Outlook Express:
    Open the email account's settings, click the More Settings button, and then click the advanced tab. You will then see an option at the bottom to leave a copy of the email on the server.
  • In most email clients, you will also see an option to leave a copy of the email on the server, as well as to delete it after a set number of days. If you don't ever delete the email from the server, sooner or later you will reach the disk quota of your email account and will not be able to receive any new messages.

If you are still experiencing issues, please contact our Live Support Department for further assistance.

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Related Questions

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n/a Points
2014-04-16 1:37 pm

I have reports from 2 unrelated sources of email bouncebacks of emails sent to ANYONE at my domain. I'm focusing first on troubleshooting through my spam filter provider at vcn.com but I am becoming concerned that my domain has become blacklisted. One of the individuals who can't send emails to anyone at our domain is using msn.com; the other is unknown at this time. We can SEND emails to these individuals. They can't reply or generate emails to us without the bounceback. Is there anything you folks at inmotion hosting can do to troubleshoot this for me? Janet Jordan

Staff
9,968 Points
2014-04-16 2:06 pm
Hello Janet,

As this article is viewable to the public I've gone ahead and removed your private information about your domain from this post.

Looking at the mail logs on the server I do see your domain is handing quite a few bouncebacks due to the people trying to send you messages sending from a mailing IP address that is blacklisted. It is not your domain that is blacklisted, and this is why you can still send email out to them.

You can read more about why mail servers get blacklisted, and if the individuals trying to message you are getting a bounce-back due to them being on a blacklist they could request a delisting from a blacklist.

I'm guessing that more than likely due to the recent OpenSSL Heartbleed bug that potentially exposed a large portion of private Internat data to hackers. That hackers have probably compromised a large number of free e-mail accounts like msn.com, hotmail.com, yahoo.com and others. Then if those hackers are spamming out from those compromised email accounts, they can in turn get those mail providers mailing IP addresses blacklisted for the rest of their users.

The information contained in the bounce back message should always give a pretty specific reason why the message wasn't delivered. Looking at the mail logs it seems like most of the people getting bounces to your domain today are sending from IPs that are listed on SpamHuas.org.

If you'd like us to take a further look into any specific bounce back for you, please provide us with the full text of the bounce back message so we can further investigate it.

- Jacob

n/a Points
2014-05-13 4:25 am

Using OUTLOOK I can " send " emails  but they are not being reeived by the recipient.

They are ashowing in my sent box as " sent "

Staff
9,525 Points
2014-05-13 10:29 am
Hello Gordon,

Thank you for your question. We are happy to help, but will need some additional information.

Are the emails being returned as "bounced" or "failed" messages? If so, our Bounceback Parser tool may help provide more information on the problem.

Is the recipient checking their "spam" folder, in case it was flagged as spam?

If your problems persist, it may be easier to contact Live Tech Support, so they can review the mail logs while you are attempting to send the emails.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul
n/a Points
2014-05-14 2:38 pm

I am having trouble testing the email for example.com I cannot receive or send. Something about an SMTP error - failed to add user@msn.com and that it was a temporary error and to try back later.

Staff
9,968 Points
2014-05-14 3:46 pm
Hello Linda, and sorry for the issues!

I've gone ahead and replaced your private emails with some example ones before making your comment public.

It looked like there was a problem with the particular email user's permissions on our server. This was what I found in the mail log on the server:

F=<user@msn.com> temporarily rejected RCPT <user@example.com>: require_files: error for /home/userna5/etc/example.com: Permission denied

I corrected the permissions for the /home/userna5/etc/example.com directory, using of course you domain name instead. It looks like there was some queued up mail that all delivered in a few minutes.

Please let us know if you run into any further issues, it looks like mail should be working for your account normally again now.

- Jacob
n/a Points
2014-06-27 12:15 pm

Hello, Am having issue with outllook. I cant receive any emails. Check the telnet is fine and also i can receive emails on my webmail but can't on outllook. Please help!!!!

 

Staff
9,968 Points
2014-06-27 2:30 pm
Hello Michael,

Are you able to send any emails out using Outlook either? It sounds like more than likely your server settings are off, or your account credentials are incorrect.

Are you getting any specific errors when you trying to send or receive messages in Outlook?

- Jacob
2014-07-04 1:07 am
For Free Email Tech Support Contact Us: 1-800-935-0537

http://computertechsupport.us/
n/a Points
2014-07-21 4:55 pm

have a person who yahoo mail is not receiving. She can login to her phone, and any computers but she does not receive any yahoo mail.  this just started few days ago.   They are not going to spam either, they are just not showing up.  any ideas or is this a yahoo support issue?

Staff
19,427 Points
2014-07-21 5:05 pm
Hello Wayne,

it is possible that her server has some Yahoo IPs blacklisted. Further testing would be needed to say for sure. For instance, the sender should receive a bounceback message that states why the message was returned. If that is not happening, the tech support for your friend's email server may be able to take a look and see what is done with any inbound Yahoo emails.

If they are one of our customers, they can contact Live Support and have them take a look for her.

Kindest Regards,
Scott M
n/a Points
2014-07-25 10:50 am

I can't receive mails sent from public email providers such as; yahoo, gmail and hotmail. The senders say that the mail goes and is in their sent folder but doesn't get to our inbox or spambox. That has even forced me to disable spanassasin on my cp. Any advise?

Staff
9,525 Points
2014-07-25 11:06 am
Hello emem,

Thank you for your question. We are happy to help, but will need some specific information such as the full email addresses.

Since this is just our public forum, it may be easier to contact Live Support, so they can review the email logs in real-time. This would allow them to track the email once it hits our server, or determine if it is failing before reaching us.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul
n/a Points
2014-08-11 11:15 pm
Hi,
 
I am facing a big problem. I am unable to send or receive any emails from the account which I had created: *email removed*
The 1st newsletter plug-in I used was mailpoet, which required subscribers to click on an activation link on an email to confirm their subscription. 
 
So I tried to test it by using my personal email address to subscribe. And I noticed that I did not receive any confirmation email at all. 
 
Initially I thought it was mailpoet's issue, so I uninstalled and switched to other newsletter/subscription/form plug-ins but all of them didnt work either. I then realised the problem actually lies with my email.
 
I created a gmail account
*email removed*
And directed all form submissions to this email instead. But still, it doesnt solve the problem. I didndt2 receive any emails in this gmail inbox as well.
 
Right from the beginning, when I created the email account contact@theflawlesslook.com , I played around with the settings, & set up mail forwarding, to make it such that,  I will also receive a copy of all emails sent to that address in my own personal email inbox *email removed*
I am not sure if that is actually the cause of the problem?
 
Whenever I try to test and subscribe to my site, or just send normal emails to *email removed*  I will receive an error message in my personal email inbox (I will forward an example of a copy of this email to you, because there is a link to click on);

'The recipient server did not accept our requests...'

This error message means that we tried to reach the server of the person you’re sending an email to, but didn’t get a reply, so we couldn’t send your email. This could be a temporary problem, and we suggest you try again later.

You could also contact the customer service department of the other domain (the one you’re sending to). The problem might be because:

  • The other domain doesn't have up-to-date MX records or is otherwise misconfigured.
  • The other domain is blacklisting or graylisting messages from Gmail.
  • The other domain has temporary networking problems.
If you got this error message when sending to someone in your organization or company (within the same Google Apps domain), you might need to configure your MX records.
I have no idea what is MX records or how to configure it. Hence I am really stuck here :(
 
Thank you so much for your kind assistance! :)

 

Staff
19,427 Points
2014-08-12 8:57 am
Hello,

Looking at the different records for your domain, the MX records are pointed to the same IP address as the domain name itself. If that is your host, then you will want to contact them about the email issues you are having on your account.

To find out more about what MX records are, you can take a quick look at our MX records article.

Kindest Regards,
Scott M

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