CANNOT SEND OR RECEIVE EMAIL

Please confirm with the technical contact that your email account is not over quota or at the daily limit. The information can be found in the Control Panel under Email Accounts.

UNABLE TO RECEIVE EMAIL

Check your spam or junk mail folders and if you have rules to divert email or automatically delete certain email, check your rules and secondary mail folders to see if the email is being rerouted or deleted rather than blocked. We do not recommend blocking or auto-deleting email using keywords as this is likely to effect harmless email.

Look for a message that our mail scanner has blocked email with a virus, dangerous attachment or sent in fragmented mode and share with the sender.

The sending mail server is on a Realtime Black Hole List (RBL) that we use to deny or accept or stamp the email with a warning. If a domain has run afoul of an RBL the sending team has to unregister the domain or IP address. The error message bounced back to them may contain a short phrase like X-RBL: Listed in SPAMCOP

Multiple password failures on an account in rapid succession triggers a lock-down of the IP address of your network. Please contact us to reset the account.

UNABLE TO SEND EMAIL

Look in the headers of the email for a reason mail is not delivered e.g mailbox full, spamscore high etc.

We limit outgoing email per email account and per domain to protect the shared resource in case a website or email account are compromised and used to send bulk email. You receive a notification if an email account or domain hits the threshold. Please use commercial bulk mail senders for your bulk mail needs as they provide auto-unsubscribe and metrics and are specifically setup to whitemail group email lists.

A recipient may block you because their mail server finds your domain or the IP of the shared mail server on a black-hole list of suspected spammers. It is a manual process for us to investigate and delist the IP and can take 24 hours or longer to come into effect.

A recipient may block specific emails with tight spam or virus definitions on their network. Fixing this requires help from the recipient’s network technicians.

Multiple password failures on an account in rapid succession triggers a lock-down of the IP address of your network. Please contact us to reset the account.

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