If you are experiencing problems sending, receiving or forwarding email, the first step is to determine where the problem occurs. Cloud86 provides several tools and guides that can help you identify the cause and resolve common email delivery issues.
The following three articles cover the most common situations:
- Email logs and delivery — to check what happened to an email message and whether it was received, sent, forwarded, delivered or rejected.
- Email spam filter — to troubleshoot incoming spam, adjust spam settings, and manage whitelists and blacklists.
- Email troubleshooting — to troubleshoot incoming and outgoing email, website-generated emails, synchronization issues and other common email problems.
Email logs and delivery
If you need to find out what happened to a specific email, start by checking the email logs in Plesk. The logs show which messages have been processed by your hosting plan and can help you determine whether an email was received, sent, forwarded, delivered or rejected.
The Email logs and delivery article explains how to access the logs in Plesk and how to interpret the information shown there. It also covers forwarded emails and missing incoming messages.
Email spam filter
If you are receiving a lot of spam, or legitimate emails are being marked as spam, check the Email spam filter article.
This article explains how to check the spam level of an email, configure the spam and rejection thresholds, and set up whitelists and blacklists. It also explains why some emails may be rejected before they reach your mailbox.
Email troubleshooting
If the email logs do not immediately show what is causing the problem, use the Email troubleshooting article.
This article covers common problems with incoming and outgoing email, including messages that do not arrive, contact forms and automatic website emails that are not delivered, DKIM and DNS configuration, emails ending up in spam, and synchronization problems with email clients.
If you have recently moved your website or domain, the article also explains which email settings may need to be updated.
Contacting support
If you still experience problems after checking the relevant articles, contact our support desk. To help us investigate the issue as quickly as possible, always provide the following information:
- Sender and recipient of the message
- Date and time the message was sent
- Via which email client the message was sent
- For example: website (SMTP), webmail, Outlook, Windows Mail, Apple Mail, etc.
- Any error messages or non-delivery reports
If you need some help, you can always reach our support desk by email support@cloud86.io and on weekdays from 9:00 to 16:00 (CET) you can also reach us by phone and via the chat in My Cloud86.