If you are unable to send or receive e-mail messages through your computer, there are a few things you need to check in the following order:
1.Is the domain registered and not expired?
To enable mail sending/receiving for your hosting account, first, you need to verify you have registered the domain name. The registration process is performed through a domain registrar. If you have not registered your domain name with a registrar, you won’t be able to send/receive e-mails. You can see how to register a domain using our How to register a domain name? guide. If you have registered the domain, make sure it has not expired. You can see how to check the expiration date of a domain using our How to check the expiration date of my domain? guide.
2. Is the domain properly hosted?
Make sure your domain name is pointed to our servers. The NS settings that you need to configure for your domain have been displayed to you once your domain was added to the Domain Manager section of the Control Panel and you can view them from the same section by hovering your mouse over the “Status” icon for your domain. You can see how to host a domain using our How to host a domain you already own? guide.
If you have recently hosted your website on our servers, you will have to wait from 1 up to 72 hours for the DNS settings to propagate. This is necessary as many Internet Service Providers use DNS caching tools to save resources and depending on the ISP, the caching time may vary.
3. Double-check the settings of your e-mail account?
Go to your Hosting Control Panel -> Hosting Tools -> E-mail Manager -> E-mail Accounts -> select options for your e-mail account -> choose Information and check if the settings for your e-mail account listed there match the e-mail settings that you have used in your e-mail software.
4. Does the problem exist with specific senders/recipients?
If you experience issues with mail sending, try to send an e-mail message to another recipient. If you experience issues with mail receiving, try to send an e-mail to yourself using a different sender. This will help determine if the problem is sender/recipient specific or global for your e-mail account.
5. Are there bounce-back messages?
If there is a configuration error or a limitation, the server where the limitation occurs will return a bounce-back message, where the encountered problem will be described. If you are unable to decode the bounce-back messages, please raise a trouble ticket from your Hosting Control Panel -> Support -> Support Center -> Trouble Tickets, so our Support Team can assist you.
6. Does the problem continue when using our Webmail?
Go to your Hosting Control Panel -> Hosting Tools -> E-mail Manager -> Webmail and access your e-mail account through our Webmail tool. If the problem does not exist when testing through the Webmail, this means the problem lies within the software you use, your computer or network.
7. Can you connect to our servers using Telnet?
Telnet allows you to see if you have a direct connection through a specific port to a hostname. You can see how to use Telnet using our How to use telnet? guide.
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