Not getting mail from some senders

  • Answered
I am not getting mail from a number of people. I had one of them test both emails I have through inMotion and cc my gmail account. Neither of the addresses hosted by inMotion received the email, but the gmail went through.

The sender in the above described test received the same bounced message errors:
Reporting-MTA: dns; []
Received-From-MTA: dns; []
Arrival-Date: Thu, 13 Mar 2014 22:40:09 +0000

Final-recipient: rfc822; [email protected]
Action: failed
Status: 5.1.1
Diagnostic-Code: smtp; 554 Denied [] (Mode: normal)
Last-attempt-Date: Thu, 13 Mar 2014 22:40:09 +0000
End error message.

I've heard from other senders that they never even received bounced messages.

My details:
emails: [email protected], [email protected]

Help resolving this will be much appreciated--it's been happening for more than a month.

Hello Sharon, Sorry to hear about your problem. I checked your account and you have already submitted a support ticket to our live technical support team. The community support team and the live support team are two groups. The main difference is that any support that we provide on the website is open to the public. If you wish to resolve this privately, then please wait for the resolution of your technical support ticket. Communications with the live support team through email/chat/phone are private. I did however review the issue you posted. The problem may have to do with the spam protection that you are using. You may need to whitelist emails in McAfee. I noticed that you do have the McAfee option enabled on your account. I also reviewed your email logs and they don't show any specific trends. I sent a test email from a non-gmail source ( while watching your account live and it arrived with no issues. This indicates that there is probably nothing wrong with the operation of your email server. However, there is a possibility that the spam programs are preventing email from different people. Generally, we would need the full headers for the bounceback because it will indicate the delivery issue. When you see a "554 denied" message its indicating that it's being blocked because the email is considered spam, or the sender's email server is on a blacklist. It's also possible that it is being blocked due to email filtering. It appears you have both account and user level filtering. Please try disabling your filters and then have test emails sent again to see if your filters are causing the problem. For more information on this topic, check out Setting up email filters. It may be that your filters are also blocking legitimate email. FYI - if an email is refused by the email server, it will normally generate a bounce message. This is true for ALL email servers regardless of the host. Bounce messages can get lost, but they're also very often filtered into spam. If you need to continue troubleshooting this issue, make sure to ask for the complete bounce message, as this information is invaluable in determining email delivery problems. I hope this helps to clarify the issue and provide a possible resolution. Please let us know if you require any further assistance. Note: I removed your domain name/email address from the post so that it couldn't be used by spammers/hackers. Regards, Arnel C.