If your emails aren’t reaching recipients, landing in spam, or bouncing back, it’s usually due to misconfigured DNS records, authentication issues, or server reputation. This guide will help you troubleshoot and fix common problems.

Step 1: Check Your DNS Records

Email requires correct DNS records. Make sure you’ve set these up:

  • MX Records → Direct emails to the correct mail server.
  • SPF Record → Authorises which servers can send mail for your domain.
  • DKIM Record → Adds a digital signature proving your email is genuine.
  • DMARC Record → Tells mail providers what to do if SPF/DKIM checks fail.

👉 See our guide: SPF, DKIM & DMARC Explained

Step 2: Verify Your Sending Reputation

  • Test your domain at: https://www.mail-tester.com
  • If your score is low:
    • Check SPF, DKIM, and DMARC.
    • Avoid spammy words in your subject/content.
    • Ensure your IP/domain isn’t blacklisted (check via MXToolbox).

Step 3: Check for Common Issues

  • Email goes to spam →
    • Make sure SPF, DKIM, and DMARC are all passing.
    • Avoid excessive links, caps, and attachments in your emails.
  • Recipient never receives email →
    • Their provider may be blocking it. Ask them to check their spam/junk.
    • Check bounce-back messages for clues (invalid mailbox, quota exceeded, etc.).
  • Can’t send email at all →
    • Check your outgoing mail settings (SMTP server, port, SSL/TLS).
    • Verify your password is correct.

Step 4: Use Webmail for Testing

If email isn’t working in Outlook, Apple Mail, or mobile apps, try sending via Webmail at: https://<yourdomain>/webmail.
If it works there, the problem is likely with your mail client settings, not the server.

Step 5: Contact Support

If you’ve checked everything and issues remain, open a support ticket with:

  • The recipient’s email address.
  • A copy of the error/bounce-back message.
  • Approximate time you tried sending.

This will help us investigate quickly.