How to Troubleshoot Problems Receiving Email

Troubleshooting email issues

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.

How Do 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’re stuck and not sure why your webmail isn’t working like it should, try out these ideas to isolate a possible solution.

  • 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 ([email protected], for example) as the username, and not using your cPanel username (userna5, for example) as your webmail username. Our webmail video tutorial includes instructions on how to properly log into Webmail and view your email settings.
  • 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 it first. 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 Your Email App

If you haven’t already, we recommend reading our step by step tutorial for your specific app (a.k.a. email 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 App Are Malfunctioning

  • 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 apps, 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.

207 thoughts on “How to Troubleshoot Problems Receiving Email

  1. Hi everyone,

    My email issue is that sometimes when I send an email with my Roundcube Webmail ([email protected]) email the recipient cannot find it in either their inbox or spam folder.

    This has happened on two occasions. One with me trying to email someone with a gmail email and someone else who had a Comcast email.

    I would have posted this in the “Email Clients / I cannot send email” section but “That page can’t be found.”

    If any of y’all have ideas that would be wonderful!

    Take care,

    1. Hello Wilson,

      My advice is that you find a copy of an email that was sent and not received, then forward a copy of it in a Technical Support ticket ( The live tech support team can track down emails in the email server log and see if it was delivered successfully or not. This will help you to narrow down the cause of the issue.

      1. Hello Wilson – apologies for the bad link for the “Can’t Send email” article. I have also fixed that – as soon as the caches clear, that link will work. Here’s the link to the page you couldn’t access if you need it right away:

    1. Hello and thanks for contacting us. You should check that you’re not using POP3 email settings on any device, check email logs, and/or contact Live Support for further assistance.

  2. HELLO, since a day i have not received an email and i even tried to send to my box an email but stiil then nothing. what can i do???

    1. Hello Franklin,

      Sorry for the issues with email. I tried to find an account based on your email and I am unable to find any information. My recommendation is that you contact our a href=””>live technical support team for assistance as they can immediately look at your account. If you want us to investigate it further, then please provide more information on your account any errors you may be seeing.

  3. The solutions that a given over here really helped my resolve my email hosting problems. Thanks a lot to everyone.

  4. Some of my business colleagues aren’t receiving important emails from clients.  The emails are going into their spam folders.  There doesn’t seem to be a logic to the ones that end up in spam, but it’s impacting our business.  Why is this happening?

    1. Ensure you have set up DKIM and SPF records, which can verify you are a valid sending server and the email has not been modified. Also, DMARC settings tell recipient servers how to handle emails that are missing DKIM/SPF records. This is all covered in our guide on how to strengthen email authentication. This should ensure your mail server is doing everything it can to verify it’s identity is valid. Emails can still be flagged based on the spam filter rules of the receiving user. In this case, they may have to whitelist your sending address. Also, if you are sending email from a form or website, ensure it is sending via SMTP authentication.
      Thank you,

  5. Good Day,


    We have been having problems for the passed month now. We cannot receive any emails! We can however send emails. The problem has not been resolved. I was told to delete emails which i have done but to no avail. This is really a problem as this is a business email. How can we run a business with this huge problem?

    Need your help URGENTLY.




    1. Hello Sandra,

      I’m sorry to see that you are experiencing issues with your business domain receiving emails. This is a huge problem and our live techincal support is available 24/7 to assist you with this anytime! Unfortunately, we are unable to access your account information and do not recommend sending these details in the public forum for security.

      Generally speaking, you would start with reviewing the domain nameservers and DNS to ensure that your domain is properly pointed to the server where you should be receiving email.

  6. Hello

    My gmail account was once hacked and they sent an email to my contacts asking for money and asking them to respond to a webmail account. When I send emails using my gmail account, I can’t receive any reply that people send. I only receive emails sent to the gmail account but not the ones that poeple reply to the email that I sent. How can I fix this without opening another account?

    1. Sorry for the problems that you’re having with replies to your gmail account. As the email server and behavior to replies is in regards to the Google email server, you will need to contact them for further assistance in this matter. We do not control the gmail servers and cannot take any corrective actions to problems with reply emails to your account.

    1. Hello,

      I’m sorry to see that your emails are being identified as Spam on Gmail’s servers. In order to avoid being filtered as Spam you should ensure that you “Strengthen Overall Email Authentication” for each domain that you send email from. By configuring these common authentication methods, your emails appear less like Spam to Google (as well as many other providers). I hope this helps!

      Carlos D.

  7. Can any one help me? Daily I receive around 500 mails (auto/system generated) mails from a perticular mail id. Some of those mails I am receiving on real time where as 60 to 70 % of all the mails from the same sender reaches my mail inbox(as well as my mail server gateway) around 10 to 15 hours late. This is hampering my business as those mails contains some data which is required instantly.

  8. Hi, 


    i have un email that is could not recived emails in some time, and some time its ok. I thought first it happened because of the storage size, i increased it to unlimited but still having the same problem.


    error number: 500 5.1.1

    1. I recommend you review the email logs to diagnose the issue. The details that are available in your comment are insufficient to assist you with this kind of issue.

    1. I recommend you email our Support team with verification, the email sender and recipient, and full bounceback message. In the meantime, we have two articles involving that the 550 error which may prove helpful.

  9. My email account is working fine, except that I’m not receving automated email notifications from my voicemail company, AnswerNet, when someone leaves me a voice message on my 1-800 number. AnswerNet has rebuilt my system twice and it tests good with my other email accounts (on other servers). 

    I’ve checked my spam and trash bins in Mac Mail and webmail (Horde) and both are identical (empty). I have no spam filters active, so I’m wondering if the AnswerNet domain may be blacklisted. Email sender is “Asterisk PBX <[email protected]>” and their message contain WAV file attachments.

    1. Apologies for the issue with your voice service being unable to send an email to us. We shouldn’t be blocking it, but you can best find out by contacting our live technical support team via email/chat/phone. They can look to see what’s happening live and determine if the email is getting to our servers.

  10. I have a similar problem. The email we are using are webmail (roundcube to be specific). Sometimes, the receiver is not getting the email I submitted even through the message has been moved to the sent items. There are still some memory remaining for my webmail. And I believe the settings are correct as well as this does not happen all the time. It is not being added to the spam folder as well. Is there a reason for this or a quick fix?

    1. Sorry for the problem with receiving email. If you have users who are using multiple devices to get email and they’re using POP3, then the problem may be that the email is downloaded on one device and not being seen in webmail because of that. The easiest way to rectify that issue is to make sure that any devices accessing the email account in question be using IMAP instead of POP3 for the mail protocol. If the problem persists and the steps in the above article are not helping, then I recommend that you contact our live support team using the contact information below.

  11. I have created several email accounts and with all the same thing happens to me, I can not receive emails. This is the message received by the person who tries to send emails to the created account::

    Sorry, we were unable to deliver your message to the following address.

    550: 5.1.1 The email account that you tried to reach does not exist. Please try
    5.1.1 double-checking the recipient’s email address for typos or
    5.1.1 unnecessary spaces. Learn more at
    5.1.1 a126-v6si2978804itc.142 – gsmtp
    Whats the problem? What can i do? Thanks.
    1. Sorry for the problem with receiving email. I checked the MX records for your domain and you have settings for both GMAIL (Gsuite) and a normally hosted mail account. Additionally, the domain setting for the website is set with a priority of 25. This means that the mail server currently receiving your messages is the one from Google (which has a priority of 0 for one of its settings). Using 2 MX server for a single domain name will cause problems with receiving emails. You will need to correct that before your email will operate properly. If you need further assistance, my recommendation is that you contact our live technical support team. They can walk you through the needed settings.

  12. I’m using gmail on a Windows 7 HP.

    A few weeeks ago suddenly for no reason unable to receive emails.

    Went into ACCOUNTS and went through the test procedure sending and receiving ok but still not receiving emails.

    Finally sorted the problem by going into SAFE MODE and carrying out some basic functions while in it. Came out of Safe Mod, rebooted and receiving emails again.

    1. That error message indicates Roundcube’s inability to load the message. There are many details we would need in order to trouble shoot/diagnose the issue.

      Does the message exist still?
      Was it recently removed or deleted?
      What are the steps you are taking when you receive this error?
      Does this occur for every message?

      If you are customer of InMotion Hosting, I recommend contacting our Live Support to further assist in trouble shooting/diagnosing the cause of the issue to find a resolution.

  13. Ever sicne the last security update most of our emails have been blocked or are going directly to spam. Even forms fileld out through our website are going to spam. The alert showing on teh emails says that it is becasue the email is coming from: My webmaster contacted support and treid something suggested by support but the problem persists. How do we resolve this issue? We have many domains with InMotion and a very active website so communication is everything!


    1. If you want the emails to show up as coming from your specific domain you can change the hostname and PTR record for your server to match your domain. To prevent emails from being flagged as spam you should make sure you have a valid SPF and DKIM record setup and ensure emails being sent through your site are using SMTP.

  14. Hello,


    Thanks for your reply.


    Unfortunately, this did not help.

    We are a few having the same email addresses but only mine does not work. According our administrator, if there was DNS problem, every body would be afftected.


    This week-end we tried to totally deleted my account and create a new one with the same  email address but I’m still facing the same problem.

    1. If the issue is not affecting everyone and only a singular account then the issue is with your email client settings. As you say, a server-side issue would affect everyone receiving email. I would recommend removing the account from Apple Mail, and then re-enter using the new server settings. If the problem persists, then please contact our live support team. They can go through the email logs to determine what’s happening.

  15. Hello,

    My email address using your service is [email protected].


    Our server has been moved recently to a new one and I made all the changes accordingly (new server is secure

    Since that day, I don’t receive any email I try to send to myself from other email addresses, both from webmail or client (mail on mac).

    I only receive email if I send an email from my [email protected] address to my [email protected] address.

    However, I can send email from my [email protected] address to other addresses and I receive it.

    And in the 2 case above, I can see the emails on my different devices.


    Could you help please? As it’s a professionnal address, it’s quite annoying.


    Awaiting your reply.


    Thank you.



    1. If your account was moved to a new server and you are not using the InMotion Hosting name servers, then you will need to reach out to the administrator of your name servers for your domain, to have them update the DNS records to route the domain to the new location. I recommend contacting whomever you purchased the domain from for guidance on how to change the name servers/DNS. Since you are receiving mail locally and able to send but not receive from other addresses, this corroborates the fact that the DNS has not been updated. I hope this helps!

  16. Everything was working fine with my new account but suddenly the emails are being sent to the webmail on my old hosts server. What info do you need from me?

    1. You should check the MX server settings as well as your domain name server settings to make sure that the change has not affected how your email is supposed to be delivered. Make sure that the domain’s settings are pointing to the correct location and the mail server (MX) settings should be set to the mail server that you’re using. If you want to have this handled immediately and you’re hosting with us, then contact our live technical support team. If you want us to look further into it, then please provide the settings you’re using with your mail server as well as the related domain.

  17. Hello,

    I have a person whose emails seem to be quite delayed.  She receives them, but not timely.  For example, this morning she received several emails that were sent to her on Friday morning.

    Normally, she uses Outlook for email.  Due to this problem, she was logged in directly to the Inmotion Webmail site.  These same emails did not show up in Webmail.

    I need to figure out why the emails are not getting even to her Webmail as they are time sensitive.

    Please help.


    1. Hello,

      If they are not showing up in the webmail then they have not been received by the server. I would recommend contacting technical support so they can review the logs to see if there were any delivery errors when the message was originally sent.

      Best Regards,
      Kyle M

  18. Hello good people,

    I am not able to receive or send emails for some unknown reason. This just started this week and I have no clue how to fix it. I am also computer illiterate so please have patience. Can you help me and is there a fee? I have a MacBook Pro and have Spectrum as our service provider.

    1. Hey there!

      I’m sorry to see about your email sending/receiving issues. Are you able to send/receive emails through Spectrum’s website? If not, then you should contact them for assistance with your account and the services they are providing.

      If you are able to send/receive emails through their website, then you will need to trouble shoot your MacMail client. If you are using an email address provided by Spectrum, you would need to use their recommended settings to set up MacMail on your MacBook Pro. You can use our guide on how to set up MacMail, just be sure to keep Spectrum’s settings available for you to follow along with.

      If you are receiving any specific errors, please feel free to post them and your censored email address (i.e. ******** Please be mindful of any sensitive personal information that may be in the errors, simply remove or censor those details out as well. With those details we may be able to assist in finding a solution. Since this is a Community Forum, any help is free! Our Live Support, however, is exclusively available to InMotion Hosting customers.

      Carlos E

  19. Hey there,

    I had configured outlook mail server on my mac osx.

    Later when I downloaded the mail attachments from mac mail it show corrupted files.

    Can anybody suggest me any tools to recover those files or any trobleshooting method??

    1. Can you explain the problem in more detail? How does the Outlook installation relate to mac mail? Are you using both? How did you receive the attached filed that were corrupted?

  20. I set up my Galaxy phone to send and receive my email. It verfied just fine. I can send emails and people get it but when and email is sent to me, it never arrives on my phone.

    1. If the email never arrives, you will want to double-check the incoming server settings, to make sure the phone is looking for email in the right place. However, it’s possible the email is delayed about five to ten minutes. Meanwhile, it seems like it never arrived at all. The latter case is common, depending on network settings, the former case would require some troubleshooting.

  21. I am not able to send or receive emails from the domain

    Everything was working fine till 2 days ago, we are also using a forwarding functionality. But suddenly the email ID is not working. I have cross checked the IMPS ports and server but was not able to fix it.

    Help will be appreciated

    1. That is something that will require a VPS or Dedicated server plan. It is not something that can be added to the shared plan.

  22. Hi, im looking to activate the SRS (Sender Rewriting Scheme) to a domain in my Cpanel, anyone know how can i do that?

  23. For the past few months, I have not received emails from this specific government address: Two different agencies ( and have tried to contact me but to no avail. I’m am losing business when customers can’t contact me via email! Other customers might be trying to reach me as well that I don’t know about. I do not have a spam folder or spamassassin enabled. Please help!

    1. All emails that are delivered to your server successfully are recorded along with timestamps. I recommend reviewing your mail logs for specific evidence of these addresses, or errors.

      Thank you,

  24. Hi,

    I have several clients who use our Appointment Request form on their websites. One client is not receiving notifications when someone makes a request (neither his hotmail nor his gmail are receiving notifications). I receive them with no problem on my yahoo email, but I do not get them through my work email, which is set up through outlook. Any ideas on how to troubleshoot this?




  25. Hello,

    I am emailing a co worker an email sent from another party. The email appears in his in box, but will disappear and is not where in his email to be found.

    However, any other emails sent to him, will be and stay in his inbox.

    What do you thing is the issue and how can this be fixed?

    1. Reyna, this sounds like a very strange issue. If they are receiving an email in their inbox, then it is unlikely that this has anything to do with the sending server. It sounds like they may have a device, or email program that is using POP email while the others are using IMAP. Otherwise, they may have a filter that is affecting only your emails. I would have the recipient check their email settings, and configuration.

  26. I have been emailing with a friend for years but he called to let me know his emails to me are being returned to him. Nothing has changed with his or my email address.

  27. Hiya

    I am having some trouble with my email at the minute….. I can send emails but anyone trying to send them to me are bouncing back to them….. I have had this problem before which was sorted as my manager rang and sorted it, but she is off sick at the minute so I am having to try and sort it..

    Would be really grateful if someone could help me out as I am missing out on work emails and am getting quite behind.



    1. Hello Laura,

      Sorry to hear you’re having problems with receiving email. In order for us to help you we would need some details on your email setup and the problem. Make sure you go through the Troubleshooting steps in this article. Then answer the questions that are asked. Please provide your account information (if you are an InMotion customer) and any relevant information concerning the issue such as the email client you are using, email client settings, error messages or steps to duplicate the issue.

      If you wish to handle this issue privately, then please submit a ticket to our technical support team.

      If you have any further questions, please let us know.

      Kindest regards,
      Arnel C.

  28. sometimes when i sent email from an android device, the email goes as MIME format.. any suggestion please..

    MIME-Version: 1.0
    Content-Type: multipart/alternative; boundary=”–″

    Content-Type: text/plain; charset=utf-8
    Content-Transfer-Encoding: base64


  29. Hello. 
    Kindly assist. I am getting this error when accesing our company webmail. 
    Internal Server Error
    User ‘miqyas’ is over quota.
    cpsrvd/ Server at Our domain is Our webmail is [email protected] and [email protected] Both of them I can not access. Please advice

  30. i have connected my company account in outlook pc, where i created sub folder in Inbox and assigned that to specific email address, as soon as i assigned this email to sub folder in email i am not able to get those mails in my android outlook while any mail which is not associated to sub folder in inbox is received in android outlook. please provide me with a solution

    1. Hello Kartik,

      The normal way that adding an email account in one client affects the email client in another (in this case your phone) is when the account being pulled in Outlook is using the POP3 protocol. If it’s using this protocol then ALL email will be downloaded to the Outlook client, into the Inbox. There will be no mail to synch at your Android. Try using the IMAP protocol and then you should be able to access it on multiple devices.

      I hope this helps to answer your question, please let us know if you require any further assistance.

      Arnel C.

  31. Hi, I would be very grateful if you could help me. I can not receive e-mails in outlook 2013 imap inbox or webmail on one account (the others are working fine), although the message is showing as sent in the sent box. I am not getting any error messages.


  32. I send emails to my friend from a online newspaper. I pick an article to send and it does not open, when my friend receives it. I’m using Windows 7 Pro., Microsoft Outlook. What would prevent that article from opening?.


    1. Hello Jerry,

      It depends on what’s being opened. What’s the file extension? Did you get an error? We would need more information about what you’re sending and the exact steps you’re taking to send the article. Please provide a little more info and we would be happy to help.


  33. Hello guys need help please?

    When i sent a mail to the one person, that person does not get my mail, but when that one person sents a mail to me i get that persons mail.

    need help on that problems please guys?

    1. Hello Kyle,

      Have you tried any of the instructions in this article? Can you provide any further information (based on the suggestions above) so that we can look at the issue? We need some information in order to investigate the issue. Please provide information as per the suggestions in the article above.

      If you have any further questions or comments, please let us know.

      Arnel C.

  34. Hello Sir, I am having problem. I am using SMTP for mail sending. my test mail is sent and this test mail appered in gmail inbox. But when I am trying to send mail from my contact 7 form , successful message is come but mail is not appered in gmail inbox.

    I have tryied many port like 25, 465,587,80 but no result. Mails are not in spam also. 

    1. It sounds like you need to check your settings in Contact Form 7. Unfortunately, with the information you have provided, we dont have enough to troubleshoot the issue. Alternatively, if you reach out to Support, we can check the logs to see if there’s any error message on the server.

  35. I tried to setup my email in my laptop and it went well but I lost all the previous emails in Inbox and sent as well from my outlook on my iphone which was configured earlier… How to retrieve them?

    Thank you

  36. I created two email accounts, and since that time I have had trouble receiving emails.  I do not know if this is what is causing the problem or not.  On my email page I get a message reading: “Something not right.”  Any ideas?

    1. If you have followed the article above and still have problems, you may want to check with the Live Support so they can look at real time logs and let you know of any connection issues.

    2. Hello Stuart,

      Sorry for the problems with Outlook receiving emails. You say that nothing comes in for 30 minutes, but you don’t indicate if you’re receiving emails AFTER 30 minutes. I would first check webmail. InMotion provides an online solution through webmail. If you’re able to receive and send emails normally through webmail, then the issue is not server-side. If you are an InMotion customer, please provide your email client settings so that we can review them. We would also need more information about the Outlook version you’re using. I looked to see if there were any Microsoft support responses on this issue and you may want to review this post. The Microsoft forum moderator has a detailed explanation on the issue.

      If you are an InMotion customer and you want the issue handled privately, then please contact our live technical support team for further assistance on the problem.

      If you have any further questions or comments, please let us know.

      Arnel C.

  37. Hi,

    Since this morning I can’t send or receive any emails, no matter who is the sender/receiver.

    I checked into my spam folder, nothing there. I also don’t have any filters so that’s not the problem. I never got any error message, nor did the people who tried to send me an email.

    Thank you

    1. If you are one of our customers you will want to contact Live Support so they can go over your settings and troubleshoot the account with you.

  38. everytime i try to login to my webmail i get “your ip address has changed please log in again” and i can never log in anymore!

    1. As a test, try logging into webmail over port 80, for example: (be sure to replace with your actual domain name)

      If your problems persist, I recommend contacting Live Support so they can test within your actual account.

      Thank you,

  39. Dear Team,

    My Client is not able to send mail to my domain ****** 

    except one domain all email are receiving and sending properly 


    ***** is able send mails to all domain and sending also good but except one domain 

    whenever they are sending mails it shows went from there and there is no bouncing meesage 

    please tell me why ***** domain not receiving from only one domain


    thanks & regards,



    1. I recommend checking your mail logs for additional errors, or record of the transmission.

      If there is no record on your server, it is most likely failing before it reaches your server. If this is the case, the sender should review the mail logs on their server.

      Thank you,

  40. I can’t receive emails from one of my email accounts, though i can send emails from this account

    The emai is [email protected] and this is the email address from which my clients contact me from


    1. Did you follow the instructions above? Where did you have problems? Also, if you are unwilling to provide the email address here, you will want to contact the Live Support team so they can take a look at your specific account and check settings and any logs regarding any connection issues.

  41. Hello everybody,

    every now and then I had an email which is received by my mobile (Iphone), but not received by my Mac ….

    any suggestions ??

    please advice 

    1. Check your iPhone settings, to ensure it does not have any rules/filters in place.

      Also, I recommend using IMAP settings on all devices, which stores email on the server. This allows all devices to see the same folder such as INBOX, Trash, Spam, etc.

      Then ensure you are subscibed to the same IMAP folders on both your iPhone, and your Mac Mail.

      Thank you,

  42. Hi,We have an issue, Our domain is hosted by a different company from the internet service provider. We are able to send emails using outlook. BUT,when it comes to receiving some emails sent to us from emails using the same domain and also from outside are being left in the webmail inbox. They are not being downloaded whereas we are also able to dowload some emails from the same domain and outside. Why are some emails being left? What do we do to solve this? Why the selective downloading?

    1. Hello Susan,

      Thank you for contacting us. I recommend reviewing the section above on Client Troubleshooting.

      Also, check your SMTP/POP settings to ensure they are correct. If you are checking from multiple devices/locations (such as Webmail, Outlook, iPhone, Android, etc.) I recommend using IMAP for all devices.

      Thank you,

  43. trying to receive thru your round cube in webmail…. not working this is what I keep getting…hope you can help Delivery to the following recipient failed permanently:

    Google tried to deliver your message, but it was rejected by the server for the recipient domain[].

    The error that the other server returned was:
    *****@********.com> Recipient not found.  <>

    1. Hello Linda,

      Thank you for contacting us. I looked at the domain you provided and it is still pointed elsewhere (Godaddy). This means that the world believes that they are handling the email for your domain.

      I recommend pointing to our nameservers, which will allow your site and email to globally resolve to our servers within 24 hours (due to propagation).

      You will then be able to use webmail successfully.

      Since this is just our public forums, I have marked out your email address for security purposes.

      Thank you,

  44. Right now my  email goes from 3/10 2015 to 1/27/2016 When new emails come in the march, 2015 emails stay and the newer ones from Jan. 2016 dissappear. It is important for me to find an email from mid Dec. 2015. How can I fix this?   Thank you

    1. Hello Regina,

      First, we would need more information on your account in order to help you. What domain? What email address? Also, how are you accessing the email account? Have you tried to access it through webmail? Finally, any error messages or steps to reproduce the problem would also help us enormously. If you wish to have the issue handled privately (as all correspondence on the website is public), then please submit a verified support ticket to our live technical support department.

      I hope that helps to answer your question! If you require further assistance, please let us know!

      Arnel C.

  45. Thanks for the follow up. At this time, there is internal investigations to determine the issue as it happened again. I will post more information. If there are any questions that can be answered that do not require our email addresses to let me know as the issue is still happening intermittantly.



  46. I am receiving e-mails in 2013 outlook with invalid addresses & I cannot blocked them in junk mail. Why? any help appeciated.

    1. Are you receiving these as “bounceback” messages that could not be delivered? Or, are these just spam messages? If it’s spam, you can use the Spam Assassin tool on your account to filter those.

  47. My coworker and I have outlook for email and share the same domain. when she or I query the db the data is sent to the email address for us both, though for about 24 hours she never received the redundant email that I did. we both ran the query and selected both are emails as the recipient. today the emails are coming in to us both, but the emails that didnt come in yesterday never did come in. we do not have the ability to know if a bounce back occurred only that for about 24 hours emails from db query didnt go to her. she did receive emails from myself and other external addresses during that time. please explain?

    1. Hello Charles,

      In order for us to properly trouble-shoot this issue we would need to have the email addresses in question. Please provide us that information if you wish for us to research the issue in depth. If you want the matter handled privately, then please send a verified ticket to our live support team.

      I hope this helps to answer your question, please let us know if you require any further assistance.

      Arnel C.

  48. I was able to send emails using my Outlook 2013 just fine, but my incoming emails wasn’t downloading into my inbox, even after a successful configuration test.  I logged into my webmail Horde and I had unread emails sitting in my inbox.  I then got on a InMotion live chat support with Julian who directed me to the More Settings -> Advanced tab and had me enter “INBOX” (all caps) in the “Root Folder Path” field.  I closed the settings, opened my Outlook, and all my emails downloaded into my Inbox!!  Thanks, Julian, for your quick thinking!!!

    Rob P.

  49. Hello,

    there this email: [email protected] that has sent many emails to [email protected] but the last one didn’t receive any and the first one doesn’t have any bounce back emails. and the last email is working normally, after checking some log files, it says the email is received but how come it is not appearing in the webmail?
     please advise


    2015-11-24 09:00:39 [8254] 1a17ae-000298-OH <= [email protected] ( []:57607 I=[]:25 P=esmtps X=TLSv1:DHE-RSA-AES256-SHA:256 CV=no S=39161 M8S=0 [email protected] T=”Purchase Order No. 1511207- LMI” from <[email protected]> for [email protected] [email protected]
    2015-11-24 09:00:39 [8897] 1a17ae-000298-OH => /dev/null <[email protected]> F=<[email protected]> R=central_filter T=**bypassed** S=0 QT=3s DT=0s
    2015-11-24 09:23:18 [12111] 1a17wa-00039L-Cz <= [email protected] ( []:48532 I=[]:25 P=esmtps X=TLSv1:DHE-RSA-AES256-SHA:256 CV=no S=36378 M8S=0 [email protected] T=”new SACHS OC” from <[email protected]> for [email protected] [email protected]
    2015-11-24 09:23:18 [12142] 1a17wa-00039L-Cz => /dev/null <[email protected]> F=<[email protected]> R=central_filter T=**bypassed** S=0 QT=2s DT=0s
    2015-11-24 10:40:33 [25625] 1a199H-0006fJ-No <= [email protected] H=(Maria) []:62262 I=[]:25 P=esmtpa A=courier_login:[email protected] S=81511 M8S=0 id=!&!AAAAAAAAAAAYAAAAAAAAALVQl8UKlO9CqHGOPnf6cyrCgAAAEAAAANJfH1VQc/[email protected] T=”FW: LMI OK and targets ; Offer 150058523 – 24/11/2015″ from <[email protected]> for [email protected] [email protected]
    2015-11-24 10:40:36 [25650] 1a199H-0006fJ-No => [email protected] I=[] F=<[email protected]> P=<[email protected]> R=dkim_lookuphost T=dkim_remote_smtp S=83211 []:25 C=”250 OK id=1a199O-0001IP-Q0″ QT=9s DT=3s
    2015-11-24 13:01:44 [18408] 1a1BLw-0004mu-Cz <= [email protected] ( []:55158 I=[]:25 P=esmtps X=TLSv1:DHE-RSA-AES256-SHA:256 CV=no S=5619 M8S=0 [email protected] T=”Read: LMI OK and targets ; Offer 150058523 – 24/11/2015″ from <[email protected]> for [email protected]
    2015-11-24 13:01:44 [18549] 1a1BLw-0004mu-Cz => /dev/null <[email protected]> F=<[email protected]> R=central_filter T=**bypassed** S=0 QT=4s DT=0s
    2015-11-24 14:33:11 [2457] 1a1CmS-0000dd-DP <= [email protected] ( []:54794 I=[]:25 P=esmtps X=TLSv1:DHE-RSA-AES256-SHA:256 CV=no S=10316 M8S=0 [email protected] T=”3 LMI targets relating to today best possible offer” from <[email protected]> for [email protected] [email protected]
    2015-11-24 14:33:11 [2501] 1a1CmS-0000dd-DP => /dev/null <[email protected]> F=<[email protected]> R=central_filter T=**bypassed** S=0 QT=3s DT=0s
    2015-11-24 15:30:19 [12942] 1a1Dfh-0003Mk-Fy <= [email protected] H=( [::1]:49175 I=[::1]:25 P=esmtpsa X=TLSv1:DHE-RSA-AES256-SHA:256 CV=no SNI=”localhost” A=courier_plain:[email protected] S=938 M8S=0 T=”Test Email” from <[email protected]> for [email protected] [email protected]

    1. Hello Gaby,

      Can you copy the error and paste it into something like Microsoft Word that way when you copy it from there it will keep its formating as this error code is so large and all over the place. Alternatively you could take a screenshot and provide us the URL to said screenshot.

      Best Regards,
      TJ Edens

  50. HI,


            Delivery to the following recipient failed permanently:

         [email protected]

    Technical details of permanent failure:
    Google tried to deliver your message, but it was rejected by the server for the recipient domain by[].

    The error that the other server returned was:
    550-5.1.1 <[email protected]>: Recipient address rejected: User unknown in virtual alias table
    550 5.1.1 Please see com/email-administrators-guide/error-codes for explanation of the problem.

    —– Original message —–

    DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed;
  ; s=20120113;
    MIME-Version: 1.0
    X-Received: by with SMTP id r3mr24985882wjo.

    1. Hello Brent,

      If you have followed the instructions above and are one of our customers, you will want to contact out Live Support team so they can walk through your settings with you step by step and see if the server has any more information as you try to receive an email.

      Kindest Regards,
      scott M

    2. Hello Jithin,

      The links in the error message lead to pages with more details on what happened. This particular error message had this description:

      “This is the bounce back message that is received by the sender from our server if the destination email address does not exist.”

      Kindest Regards,
      Scott M

  51. I currently have a webmail account and I just tried to add it to outlook.  I am able to send but not receive in outlook.  I still receive on webmail though.  I’ve verified that everything is entered correctly.  Any suggestions?

  52. I can send email from my account and it is received by the other party but I am unable to receive any. It may be a permissions issue but I am not sure how to correct it.

    Thank you,


    1. Hello Sharon,

      As long as the DNS is pointing properly, there are no permissions to set. Check and ensure the MX records are pointed properly and that the domain is pointing to the correct name servers.

      Kindest Regards,
      Scott M

  53. Hi friends,

    I am worling on a client side and today i got a email on my client side he was asking a perticular domail through i have recieving a delayed mails. so i want to know how i am fix. i am working exchnage server and symantec message gateway please rpl ne as soon as possible please

    1. Hello Mike,

      The error message says “Recipient Not Found” so this means that the server receiving the message cannot find the account specified.

      Kindest Regards,
      Scott M

  54. Thanks for your prompt reply. here is the error response:

    —– The following addresses had permanent fatal errors

    —– <email address>


        (reason: 403 4.7.0 TLS handshake failed.)

    1. Hello Kelly,

      Sorry for the continuing problems. I spoke with TJ about the issue and he said that now that we see the error, it appears to be related to a certificate not renewing at the client level. If you are using Microsoft Outlook (or any of their email clients), please try removing the account and then re-adding it to see if it will fix the error. Make sure to backup the user’s email before removing the account (or at least move their saved mail offline). If the issue is occurring with a non-Microsoft email client, then TJ had still recommended re-loading the account to see if that would fix the error first.

      I hope this helps to answer your question, please let us know if you require any further assistance.

      Arnel C.


    One of our customers has noted that emails from her are being rejected, and that we need to allow level 2, 2048 bit keys for a TLS handshake. Is this possible with inmotion hosting srvers?

    Thank you,


    1. Hello Kelly,

      That should not be a problem as all of our shared servers are SHA level 2, 2048 bit keys. Can you provide the error your customer is getting?

      Best Regards,
      TJ Edens

  56. hi, I can’t send any emails, I’ve already done all your recommendations and still haveing this problem. When I’m trying to send an email this window keeps popping up:” The message can’t be sent because the connection to the outgoing server (SMTP), has lapsed.”

    1. Hello Collins,

      Sorry for the problem with your incoming email. When I looked at the MX records for your domain, they’re all pointed to Google. Your emails should be going to the Google mail server. If you continue to have the problem, we would need a little more information on the issue in order to troubleshoot it. Could you please reply with a copy of the bounce email that you’re receiving? We would be able to investigate the matter further at that point.

      If you have any further questions or comments, please let us know.

      Arnel C.

    2. Hello Luisa,

      Sorry for the problems with sending emails. In order for us to help you troubleshoot the problem, we would need more information. We would need information on the domain that is affected, as well as the email address you’re trying to send from. If you require further assistance on the issue, please provide some further information and we would be happy to look into it for you.

      Arnel C.

  57. Hullo, am having a problem with my domain emails for i cant recieve any emails i try to send to my self on [email protected] because they keep bouncing back and i had conected it with my outlook email address to be sending and recieving from thea but its not working.
    Please tell me how i can fix this.



  58. Hi,

    As all the experts are here i am facing an issue with my outlook i am unable to receive mail on my outlook i can send if i am testing connection in my account setting the testing message from outlook is also delivering but still any other email unable to receive in outlook if i open my account on gmail its working absolutely fine..

    1. Hello Nathan,

      Have you tried all the recommendations above? If so and you are still having issues with the Outlook client you will want to check the Mircrosoft forums or their support for tips on troubleshooting the client itself.

      Kindest Regards,
      Scott M

  59. Trying to install email on Outlook 2011 Mac and receiving 2 error messages now:

    Outlook cannot find the server. Verify the server information is entered correctly in the Account Settings, and that your DNS settings in the Network pane of System Preferences are correct.
    Could not retrieve mail.
    Account name: “The Write Outcome
    Secondly, I am now receiving a pop up that says A secure connection cannot be established with the server and that the certificate for for is not valid (host name mismatch).
    Can you help with these messages?
    1. Hello Vernitta,

      It appears that with the first message you have the wrong server settings. If you’re hosting with InMotion, you can find your email settings here. You would need to go back into the setup and correct the settings. Make sure you’re using the full user name ([email protected]).

      The second error message is actually pretty common. If you’re using the server name instead of your domain name, then validation message for an SSL certificate would appear. This is because the email client is trying to MATCH the two. However, this is actually a normal thing, as the SSL certificate for shared server would not be using your domain name, thus the “host name mismatch”. So, as long as you see that the server name that you’re using matches with the email settings for your account, then you can bypass that error message and basically tell the email client (your Outlook program) that “it’s okay” and secure.

      I hope this helps to answer your question, please let us know if you require any further assistance. If you do require further assistance, please provide more specific details about your account, such as the domain name or use name.

      Arnel C.

  60. I am having problem on receiving emails with my webmail and outlook,sending was fine. I also check the disk quota and it is not full.There is no bounce back also. Please help me on how to configure this one.

    1. Hello Ivy,

      Please check with all the scenarios mentioned above. Also, did you recently move over to our servers? Did you have the domain name pointed elsewhere? Was it properly pointed over to our name servers?

      Kindest Regards,
      Scott M

  61. I seem to have an error with Outlook 2013 on my PC as it is not receiving the inbox on a daily basis however the emails (inbox) and showing on my mobile phone just fine.

    I have tried a lot of different options as listed in posts online however nothing is working. Can u pls help

    1. Hello Steph,

      Thank you for contacting us. I found a post on Microsoft’s support site, where they explain “Why doesn’t Outlook 2013 automatically send and receive?”

      Since you are checking from multiple devices it is possible one is removing the emails, or flagging them as “read” then the other is unable to see them. I recommend using IMAP email settings on all devices. This will store the emails on the server, and ensure devices are seeing the same folders.

      Thank you,

    1. Hello Ever,

      Thank you for contacting us. This guide is on just that issue. Did you try any of the troubleshooting steps described above?

      Thank you,

  62. Hello dear friends.


    Howdy , need your support and advise to solve the following Mail Receiveing issues .


    My domain name is :

    Hosted in  Godaddy

    At present Email configured in CPanel and we are able to send mails to others. Unfortunately we failed to receive our Emails or few mails we are receiving very late. ( after 3 or 4 hours )

    If any one one can guide me ???


    Kind regards,




    1. Hello sriyaditha,

      The links you provided do not show that anything is incorrect. Emails that are received late are not a problem as email was initially created to be received within 24 hours. It is normally much faster, but within 24 hours is within the scope of its design. As for emails being lost, that may be an issue. If they are being rejected outright you should get a response from the receiving server known as a ‘bounceback’ that will contain an error message. This message, though cryptic, would be the reason why it was returned. If you have one of those, you can contact your support team and they can investigate that specific error for you.

      If you are not getting any bounces indicating the email was rejected, then you will want to contact your support to have them review the specific emails to see if they were received by the other server. If so, then you will want to have the other side check their email logs to see what happened to the emails.

      Kindest Regards,
      Scott M

    2. Please visit that link, as it is more detailed Domain DNS Health Checker Tool, It will definitely help you.

  63. Hi Guys, I’m having a problem receiving emails … I can send emails from my webmail but when I try to reply from my google Account I get nothing but an error which says:


    Delivery to the following recipient failed permanently:

         [email protected]

    Technical details of permanent failure:
    Google tried to deliver your message, but it was rejected by the server for the recipient domain [xx.xx.xx.xx].

    The error that the other server returned was:
    550 5.1.1 <[email protected]> Recipient not found.  <>


    I’m not very experienced with email configuration, I appreciated any help here

    1. Hello Victor,

      Do you have your mail configured to receive locally or use a remote server (such as an exchange server)? Have you modified the DNS for this domain in last 24 hours? If so it may still be propagating to some servers. The error specifically states the for the server it is delivering mail to does not have a user that goes by [email protected].

      Best Regards,
      TJ Edens

  64. John-Paul,

    Thank you.  I am using webmail only for this email, so checking the settings doesn’t work for me.  I did check e-mail trace and it was empty.

    I can send from the email.  I cannot receive when 1. sending direct to address or 2. when replying to an email sent from this account.

    Next step?

    thank you!

    1. Hello Tracey,

      Thank you for contacting us. I looked at the email address (you provided privately), and the domain, and email is hosted with Rackspace.

      I see you created an “A record” for (for your actual domain) that points to our servers, but you have not pointed your MX records to them. Once you point to these MX records, you should be able to sucessfully host your email with us within 24 hours of propagation.

      Thank you,

  65. I set up my email a few weeks ago and sent a couple of test messages.  All went well.  Today I tried to email the new address and am getting nothing.  Even tried to reply to the email that I sent from the new email and zip.  What am I doing wrong?

    1. Hello Tracey,

      Thank you for contacting us. First, I would check the “Incoming” settings for typos or Misspellings. You can view your specific email settings in cPanel at any time.

      Next, check the mail logs for any errors or record of the missing emails. Live Support can assist you with reviewing the logs if you are on a shared plan.

      Thank you,

  66. Recently I migrated my account from hostgator to knownhost along with the emails.  I currently use roundcube.  After migration there are a 3-4 people who I cannot send or receive emails from.  I have deleted their address and then re-entered, but no luck.   Before migration there were no problems.  Any suggestions would be greatly appreciated.

    Here is the message I receive

     No Such User Here
    ------ This is a copy of the message, including all the headers. ------
    Return-path: <>
    Received: from localhost ([::1]:51555
    	by with esmtpa (Exim 4.85)
    	(envelope-from <>)
    	id 1YvSWs-0001Lf-2U
    	for ; Thu, 21 May 2015 11:37:02 -0400
    MIME-Version: 1.0
    Content-Type: text/plain; charset=US-ASCII;
    Content-Transfer-Encoding: 7bit
    Date: Thu, 21 May 2015 08:37:02 -0700
    From: Ria  <>
    To: Dar <>
    Subject: test
    Message-ID: <[email protected]>
    User-Agent: Roundcube Webmail/1.0.5
    1. Hello Ria,

      Thank you for contacting us. A “No Such User Here” message usually means the email is being delivered to the server, but the email address does not exist, or is not setup.

      I recommend checking the email address for typos, or misspellings first, since this can cause this error.

      Also, our bounceback parser tool, can help determine the cause of some bounced or returned emails.

      We are happy to help you troubleshoot further, but will need see the full bounced/returned message to help determine the problem.

      Thank you,

  67. Hello Team,

    I am facing 2 problems in while sending/recieving my emails to/from my customers through my domain email ids.

    FIrst Problem – 

    While sending out emails to some of my customers, who have their own domain, my emails are bouncing back with below line –


    554-Service unavailable; Client host [] blocked using 554-Barracuda Reputation;




    I have updated my reputation at baracudda and currently it is not poor. Still the emails are getting bounce from some of my customers with same message as above. I also tried sending it through a different internet connection, but same issue was encountered, ruling out the ISP related problem.

    Can you please help me identify the root cause for this so that I can fix this issue.


    Second Problem

    The second problem that I m facing is that sometimes when an email is recieved (from internal or external) to multiple recipients, it gets downloaded to the outlook profile of some of the employees of my company, but on others it creates the problem. The problem is that the particular email would download on the machine and after download, the outlook would crash showing “send-dont send” message ( on XP machine) and on restsarting the outlook, the same email would download again and the outlook would crash again. This happens arbitrarily to some of the emails, mostly having attachments( but sometimes with the mails without attachment also) the emails on the webserver coming after that email would not download on the outlook on such machine.

    What I do currently is that delete that email from webmail and then run the outlook, and it downloads all the emails to the outlook.

    Any thoughts on the reason why this is happening and how to fix this?




    1. Sue,

      Sorry to hear that you’re having problems with the settings for Microsoft email client. This primarily has to do with their latest security release on May 12. Basically, if you’re using the TLS setting then you should not be using ports 995 or 465. Try using ports 110 (incoming) and 587 (outgoing). You’re not making a secure connection (not using SSL) with these settings. If you want to use SSL, then you must set your client to explicitly use 995 (incoming) and 465 (outgoing).

      If you continue to have problems, then please consider sending the issue to our live technical support team. They can handle the issue privately. Replies in the Support Center are public domain.

      I hope this helps to answer your question, please let us know if you require any further assistance.

      Arnel C.

    2. Rajesh,

      I’m sorry to hear about your problems with email. First, if you continue to have emails bouncing due to the reputation issue, then you need to take a close look at the email bounce. It should give you the information that enables you to determine WHY the email is not being delivered.

      The second problem looks to be more of a client issue than a server issue. The way you’re describing it, makes it random and very hard to diagnose. You need to isolate when it happens once and see if you can duplicate the problem based on the data you have from that one incident. If you’re using Microsoft for your email servers or for your clients, you may need to contact Microsoft or hire a developer that look at that issue in more detail to determine its cause.

      I hope this helps to answer your question, please let us know if you require any further assistance.

      Arnel C.

  68. After updating Win 8.1 this AM, I cant receive email in Outlook 2013.  I get an error message:  “Your server does not support the connection encryption type you have specified.  Try changing the encrytion method.”

    I haven’t changed any settings in my email account.  Using c-panel, I reviewed all settings as suggested by InMotion–settings are exactly as specified.  I called Tech Support-spoke to mark P who said this an Outlook update issue.  He suggested article relating to issues affecting Outlook and IMAP, dated Jan 15, 15.  Found that but I am NOT using IMAP so the fix is not applicable to my problem.  I’m setup as a POP3 account.

    Sure would appreciate some help that actually helps.


  69. I am experiencing a problem with my doamin email acocunt. Issue explained below: 


    We have purchased a domain and created a domain email id say ” [email protected]

    We connected it with our gmail account.

    Email were recieved properly at the begining time. that is all mails, server mails, customer mail etc..


    But Now. We are only recieving email from servers. that is an email sent directly from server are recieved to our inbox. But when users send email from their personnel or other email accounts, the email is not recieved into our inbox nor in any email folder options. Even in Spam. 


    So here i want to make it work properly as before. Please let me know how to solve this issue and looking forward in hearing from you guys. 


    1. Hello Satish,

      Sorry for the problems with receiving emails with your account. Unfortunately, you given us very little on which to investigate the issue with your account. Typically on our servers, there are many email accounts that operate, if ONE is not operating, then we need to be able identify WHO it is by either an error message, domain name, or email setting. Basically, if the entire server was not working, we would immediately know – but we’d need some type identification info from you in order to determine that an issue exists.

      The tutorial above gives you some good guidelines one what to check. Can you tell us if you have gone through any of these steps and what settings you’re using? If you prefer this issue to be private, then please contact our live technical support team via email/chat/email. The contact information is below. Please provide some more information on the issue and we can investigate the issue in more depth.

      Kindest regards,
      Arnel C.

  70. Hi,

    When I send out emails using either my gmail account of aol account, these emails are received but they are unable to hit reply or write me. The accounts are and

    Are these blacklisted as they can receive my mails but I cannot receive from them.

    Thank you,


    1. Hello Zubi,

      We do not have a blacklist of domains that we block on our servers. We do use SpamCop and SpamHaus blacklists so anything on their lists would get blocked. The senders should have received a bounceback email with more information. Perhaps they can convey this information to you and you can then tell us the specific error message received. That would tell what the issue is.

      Kindest Regards,
      Scott M

  71. I sent a message that I am not receiving any e-mails.  If someone responds to my e-mail, I never receive it.  I had sent you a different e-mail address on my previous message, but the e-mails that are not working are for my capitaljanitorialservices e-mails.  Thank you

    1. Hello Maria,

      The domain name appears to not have MX records pointing to our servers. Until they do, you will be able to send emails out from the server but not receive them as they will always be delivered to the server that the MX records point to. Once you point the domain name to our name servers, then the MX records will point to our servers by default and you will be able to receive.

      Kindest Regards,
      Scott M

  72. Guys,

    Many thanks for your help. The problem now solved. You were right the error in the email address was on my IPad in settings.

    So once again many thanks.






  73. Arnel Hi, The email address is the one I registered with you. but I note that in the bounce back message the email address has an additional didget between day and @, please see below.

    Reporting-MTA: dns;
    Received-from-MTA: dns; (
    Arrival-Date: Sat, 28 Mar 2015 18:33:15 +0000

    Final-Recipient: rfc822; [email protected]
    Action: Failed
    Status: 5.1.1 (bad destination mailbox address)
    Remote-MTA: dns;
    Diagnostic-Code: smtp; 550-5.1.1 The email account that you tried to reach does not exist. Please try\r\n550-5.1.1 double-checking the recipient’s email address for typos or\r\n550-5.1.1 unnecessary spaces. Learn more at\r\n550 5.1.1 x16si7868879pdi.174 – gsmtp


    1. Hello David,

      Does this happen with any other email clients? For instance if the email is checked via another device or program? Also, checking the headers to see what the ‘From’ address contains may give a clue. See if that has the extra character.

      Kindest Regards,
      Scott M

  74. Arnel thanks for your reply. To answer your questions yes he does get a bounce back message when replying to my original message. When replying to the original message he will simply press the reply key, so I assume that the message should go to the address which it is from. Having had the bounce back, if he presses forward and readdresses the message from his directory (the same address that the original message was sent from) the email is sent and delivered o.k.



    1. Hello David,

      Thanks for explaining further. We do need specific information, such as the email address involved. A copy of the bounce-back message would be best, as it information that will indicate why the email was not delivered.

      Please provide the information and we can continue to look into the delivery issue.

      Arnel C.

  75. Guys, I have an IPad email problem in that the recipient of my email cannot reply by simply pressing the reply button. The email will not go. But if he re-addresses the email it goes with no problem.

    1. Hello David,

      Sorry to hear about the problem with your email replies. Unfortunately, we need a little more information on the issue. Are there any bounce-backs indicating a delivery problem (this is a normal response for ANY email delivery failure). What email address was he trying to send to? When he changes the address, what was it being changed to? Please provide us a little more info and we can investigate the problem in more depth.

      Arnel C.

  76. I have not received my email from the public from the past 15 days. I checked my spam folder it is empty. So what is the solution, please help me.

    1. Hello Bategeri,

      Thank you for contacting us today. We are happy to help, but will need some additional information, such as the domain name.

      Thank you,

  77. I am receiving e mails and spam mail, but if I order or sign up for something through a company link, I do not receive the confirmation e mail, ever.  Does not end up in spam.  Just does not show up, nor to my knowledge does it get bounced back.  Happens on both my computers with this e mail address.

    1. Hello Kathy,

      We do not block any incoming emails unless they are on the SpamCop or SpamHaus blacklists. Our servers themselves do not have individual block lists. Each cPanel account can create their own, but there are no defaults set for that. You may want to check with our Live Support department to check for specific incoming mails if you know the domain they are coming from and the approximate times. We can see if the emails made it to our servers and if so, check to see what happened.

      Kindest Regards,
      Scott M

  78. Hi!

    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?

    1. 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.

  79. 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.

  80. 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 🙂

    1. 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.

  81. 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.

    1. 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,

  82. Hi,

    I am having problems with Yahoo. Since September I have noticed that I am not receiving any mail from a specific email address ([email protected]). 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!

    1. 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.

  83. 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. 

  84. 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 [email protected] , 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! 🙂

    1. 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

  85. 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?

    1. 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,


  86. 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?

    1. 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

  87. 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!!!!


    1. 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

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

    1. 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=<[email protected]> temporarily rejected RCPT <[email protected]>: 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

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

    They are ashowing in my sent box as ” sent “

    1. 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,


  90. 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

    1. 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

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