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:
  • 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, then this shouldn't be a problem. If you access webmail via the server name, such as, 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
  • 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 Be sure to replace 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, with 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

Here are a few questions related to this article that our customers have asked:
RoundCube randomly not forwarding email
Emails from Chinese domains can't be received
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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 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; 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

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,, 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

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 "

12,740 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,

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

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

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=<> temporarily rejected RCPT <>: require_files: error for /home/userna5/etc/ Permission denied

I corrected the permissions for the /home/userna5/etc/ 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!!!!


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
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?

23,125 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?

12,740 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,

n/a Points
2014-08-11 11:15 pm
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 , 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! :)


23,125 Points
2014-08-12 8:57 am

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
n/a Points
2014-11-06 2:41 pm

I am attempting to list some discontinued products on Craigslist and the final step in the process has them sending an email with a live publishing link. I have tried three different listings and waited over 24 hours in case they were held up, but still nothing.

I am using Roundcube through webmail and I am told that SpamAssassin *is* enabled in Cpanel. Is there a spam folder of some sort in Cpanel where these messages may be sitting?

I am able to receive email from others (haven't had any reports of missed ones).


Thank you for your help. 

12,740 Points
2014-11-06 3:25 pm
Hello Chris,

Thank you for your question. Here is a link to our guide on Subscribing to Spam in RoundCube.

If you are still unable to locate the email, it may be easier to contact Live Support, and have them review the email logs for the incoming email.

Thank you,
n/a Points
2014-11-16 6:11 am


I am having problems with Yahoo. Since September I have noticed that I am not receiving any mail from a specific email address ( I find it weird because I used Yahoo for 5 years and this never happened. By the way I found this when I have checked my Spam folder, one mail was there stating that they have send lot of mails which I really don't receive, and they are also asking responce but I have send a lot of mails to them. I only experienced this on AOL, other mails are coming without problems. Its quite frustrating because that specific email address was very important. Any suggestions on what can I do? I really need help on this. Thanks!

20,715 Points
2014-11-17 11:42 am
Hello Jhona,

Sorry you're having problems with your Yahoo email. Unfortunately, we don't have any way to troubleshoot emails being received by Yahoo to see what's happening. You may want to check any email domains that you're blocking through your filters and blocked addresses settings. If you have no explicit settings block that domain, then you will need to contact Yahoo's support team for further information and assistance.

Kindest regards,
Arnel C.
n/a Points
2014-12-18 12:21 pm

I faces a strange problem yesterday. I just moved to inmotion from my old hosting like couple days ago. A client of mine(working and mailing me from like 5 years), was trying to contact me via email and was getting bounce back (he was not making any spelling error as he was having me in his address book and he was just selecting it and mailing me from there, so obviously no chance of error).He called me about the problem. I mailed him to check if my webmail working or not. He received my email successfully. When he replied that email, I received his mail successfully.This happened with one of my other customer just today(same thing. Can not send me mail directly. I mailed her, she replied back and I got it.)Will you please put some light on this issue?Thanks you.P.S - I gave my client all of my email IDs which are hosted with inmotion with different domain names and non of them was working their side. But during reply it was working fine. Strage but problem must be solved.

12,740 Points
2014-12-18 1:45 pm
Hello Bob,

Thank you for contacting us today. We would have to see the error in the bounce message to provide a specific answer.

But, it is possible you were being affected by propagation from switching over to us. Essentially, when you make a change to DNS (such as a nameservers change), it can take time to push out to the world. Possibly the people trying to email you are on a network with a DNS server that had not updated yet.

As long as you have created the email accounts with us, and setup your email client successfully it will work.

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

Thank you,
n/a Points
2015-01-16 4:35 pm

Please help! I am having the weirdest problem. I have two e-mail addresses funneled into my Mac mailbox - one earthlink and the other gmail. It has come to my attention that I am not receiving all my e-mail addresses at BOTH addresses. Even stranger, these e-mail addresses are *not* showing up on my respective webmail pages. I figure this *has* to be an issue with my Mac mail since I am not receiving messages at two completely different e-mail accounts (earthlink and gmail), right? I have no idea what to do or how to remedy this or what the problem could be. I am stressed over this issue as the gmail is my professional work account and I am worried about work correspondence I may be missing. And, just to be clear, I have checked every available folder for the missing e-mails - spam, all mail, promotions etc. I have no idea if anyone is still looking at this thread or not, but if you have any useful advice for me, I would be so grateful. Otherwise, I guess I just have to create a completely separate new address and only use webmail?

Please help! Thanks in advance :)

20,715 Points
2015-01-16 4:58 pm
Hello Jamie,

Sorry to hear that you're having problems with your email accounts. since the issue is centered around two third-party email hosts, we can try to give you advice, but we would not be able to directly look at the email issues. You will need to speak with the hosts of your email accounts for specific.

However, let's start with accessing the email accounts over the web. You stated that "these e-mail addresses are *not* showing up on my respective webmail pages". I'm not sure what that means. Did you attempt to access your gmail account directly on your internet browser using If you are not accessing your Gmail account this way, I would try that first. If you're using POP3 protocol to get your email through your MacMail client then bear in mind that the way POP3 works is that it downloads the message from the email server into the client. So your inbox emails would be going to the email client that is connecting (using POP3). Meaning that you would not be seeing emails if you were to login directly to gmail - if they successfully were downloaded to your email client. I would check this first as Gmail is usually VERY reliable. You can also use Gmail's tools such as the Find Missing Email tool to help you track it down. The only problem is that it's not easy to find a direct person to help you with the gmail issue.

For your Earthlink account, I would recommend that you contact your host and see if there was any problems with email. If you're losing both Gmail and Earthlink at once, it more likely that the problem rests at your computer. Remember that you MUST be logged into the correct email account to see those emails. Make sure to double check your settings determine that you're logged into the correct account.

I apologize that you're having problems with email and that we can't directly look at the issue. Hopefully, my explanation will help to pinpoint the issue.

Kindest regards,
Arnel C.
n/a Points
2015-01-16 11:39 pm

Thanks for the reply, Arnel. Yes, I meant that I am logging directly to both my earthlink  and my Gmail accounts on internet browsers, and the messages are not there. I called Earthlink and they were incredibly unhelpful. I am going to call back when their Level II tech is available. In the meantime, I will call Apple since it is most likely an Mac Mail issue. The weird thing is that my Earthlink account was clearly hacked because someone messed with certain settings. But that wouldn't explain the Gmail issue. Anyhow, thanks for your help.

n/a Points
2015-01-21 1:02 pm


Strange problem with my Outlook.  I seem to be having trouble with receiving emails via Outlook, however I see the activity on my phone.  Outlook keeps freezing at the send/receive and synchronizing stage when I hit send/receive.  Any suggestions?

20,715 Points
2015-01-21 1:29 pm
Hello Mindy,

Sorry for the problem. There are many reasons that you might be having problems with Outlook synchronizing. I would start with double-checking your email settings - make sure that they are correct. Microsoft has also published several fixes that may need to be applied. You should check to make sure that your version doesn't have an update that can address that problem. If you continue to have problems, then please provide us more information about your account (if you're an InMotion Hosting customer) and provide the version of Outlook that you're using. If you're not a customer with InMotion, you may want to speak with your email host or Microsoft technical support to determine problem with the email client.

Kindest regards,
Arnel C.

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