Error when sending or receiving e-mails

  E-mails, Web hosting

If there is a problem with sending or receiving e-mails, it is necessary to determine the cause precisely, because there might be a lot of reasons.

At first, it is necessary to clarify, what exactly is not working:

  1. Sending e-mails from the e-mail program on your PC through our SMTP server (SMTP protocol)
  2. Receive e-mails to the e-mail program on your PC from our mailserver (POP3 or IMAP)
  3. The problem with the webmail interface – can not log in or you can not send/receive
  4. Sending e-mails from the webhosting via PHP
  5. Sending e-mails from a virtual or dedicated server
  6. Delivering e-mails to a virtual or dedicated server
  7. Lost e-mail – sending/receiving face-to-order, but some e-mail does not arrive at its destination

Individual situations are further resolved in individual chapters.

1. Sending e-mails from the e-mail program through our SMTP server

If you succeed to send e-mail in the program but does not deliver to its destination, follow the instructions in chapter Lost e-mails below in this article.

Make sure that you have your e-mail program (Outlook, Thunderbird, etc) set exactly according to the instructions for setting up e-mail sending.

Also, remember that on shared hosting is the maximum limit of 500 sent e-mails per day.

If the problem persists, please contact our support team via the contact form and specify:

  • name of the e-mail box
  • what e-mail program you are using and its version
  • error message, or attach a screenshot

2. Receiving e-mails to the e-mail program on your PC from our mailserver

If your email program communicates with our e-mail server, but e-mails do not receive or any e-mail is not received, follow the instructions Lost emails below in this article.

Make sure that you have your e-mail program (Outlook, Thunderbird, etc) set exactly according to the instructions for setting up e-mail sending (instructions for Thunderbird, or for other programs is similar).

If the problem persists, please contact our support team via the contact form and specify:

  • name of the e-mail box
  • what e-mail program you are using and its version
  • error message, or attach a screenshot

3. Problem with webmail interface

We offer a webmail interface (for access to e-mail accounts through the web browser):

If webmail interface works correctly, but the e-mails are not received, or sent e-mail does not delivered at its destination, follow the instructions lost emails below in this article.

If you are unable login to mailbox via webmail:

  • make sure that you are entering the correct username (including the domain name for the mailbox, for example, karel@example.com)
  • make sure that you enter the correct password

4. Sending e-mails from a webhosting via PHP

The PHP scripts on our webhosting can send e-mails by calling the PHP function mail() . You can not directly connect from the script to SMTP protocol on port 25.

Remember that on shared hosting is maximum limit of 500 sent e-mails per day. Status of this limit, you can check in customer center in detail of a particular webhosting by using link Webhosting status in the left menu.

However, if your e-mails sent from PHP does not arrive at its destination, follow the instructions Lost emails below in this article.

5. Sending e-mails from a virtual or dedicated server

If there is a problem with sending e-mails from virtual or dedicated server:

  • Check the appropriate e-mails log (especially/var/log/maillog), there is often can be found the problem
  • Make sure that you have correctly set reverse records for IP adress of your server

6. Delivering e-mails to a virtual or dedicated server

If there is a problem with receiving e-mails on a virtual or dedicated server:

  • check the settings of MX records for the appropriate domain
  • Check the appropriate e-mails log (especially/var/log/maillog)
  • Make sure that the e-mail was not dropped or moved to spam by antispam tool on the server

7. Lost emails

This chapter describes how to deal with situations when sending of e-mail is succeeded (SMTP server accepted e-mail, e-mail was sent from the right PHP script or someone sent e-mail somewhere), but the email does not arrive at its destination.

Check the each of the following options:

  • E-mail could return to the sender as undeliverable – solve it further according to the error messages in the e-mail about non-delivery.
  • E-mail could be delivered to the spam folder, make sure that it is not there. Please remember that spam folder is not visible in our mailserver via POP3 protocol, you can get into it only via IMAP or via the webmail interfaces. More in article unsolicited mail (spam).
  • The destination mailbox might be full, the sender should also obtain information about delivery impossibility in this case.
  • At recipient, the domain could be incorrectly set or missing MX records. This could be repaired by setting correct MX records in the DNS.

If you have not found the cause of the lost e-mail even after some time (after hours) mail does not arrive, please contact Customer Support via contact form and provide the following information:

  • How and where from are e-mails sent (via our SMTP server from PHP on a web host elsewhere)
  • exactly date and time of the message
  • e-mail address of the sender
  • e-mail address of the recipient
  • full text of any error messages (or attach the screenshot file)

Typical error messages

  • Relay access denied – destination e-mail server does not know the e-mail address of the recipient. Either you have incorrectly set the MX records for the domain (mail is delivered to the wrong e-mail server) or mailbox does not exist on email server.