🧩 How to Troubleshoot Email Sending or Receiving Issues
If you’re unable to send or receive emails, it’s usually due to a configuration, DNS, or authentication issue.
This guide walks you through the most common causes and solutions for email problems in cPanel-based hosting accounts.
🔐 Step 1: Check Your Email Login Credentials
-
Confirm you’re using your full email address as your username (e.g.,
info@yourdomain.com). -
Verify your password by logging in at https://yourdomain.com/webmail.
-
If you can’t log in to Webmail, reset your password in cPanel:
-
Go to Email Accounts → Manage → New Password → Update Email Settings.
-
-
Retry sending or receiving after confirming your login works.
💡 If Webmail works but your mail app doesn’t, the issue is likely with your app settings, not the server.
⚙️ Step 2: Confirm Your Incoming and Outgoing Server Settings
In your mail client (Outlook, iPhone, Android, etc.), check that the following details match exactly:
-
Incoming Server (IMAP):
mail.yourdomain.com -
Port: 993
-
Encryption: SSL/TLS
-
Outgoing Server (SMTP):
mail.yourdomain.com -
Port: 465 or 587
-
Encryption: SSL/TLS or STARTTLS
-
Authentication: Must be enabled (use the same username and password as incoming mail)
🧠 “Authentication required” must be checked in your outgoing mail settings, or you won’t be able to send mail.
📶 Step 3: Check Your Internet and Firewall
-
Try sending or receiving from another device or Wi-Fi connection.
-
If it works elsewhere, your local network or firewall may be blocking ports 465 or 587.
-
Temporarily disable antivirus email scanning or firewalls and test again.
💡 Some corporate networks restrict outbound SMTP traffic — you can use Webmail in the meantime.
🌐 Step 4: Verify DNS (MX and SPF Records)
Incorrect DNS records are a common cause of undelivered mail.
-
Go to your domain registrar’s DNS settings or Client Area → Domains → Manage DNS.
-
Check that your MX record points to your server:
Priority: 0 Destination: mail.yourdomain.com -
Check your SPF record to authorize your mail server:
v=spf1 +a +mx +ip4:<your-server-ip> ~all -
Save and allow time for DNS propagation (1–4 hours).
🧠 You can use tools like mxtoolbox.com to test your MX and SPF records.
🧮 Step 5: Check Mailbox Quota and Storage
If you can receive but not send (or vice versa), your mailbox might be full.
-
Log in to cPanel → Email Accounts.
-
Check your mailbox usage next to the account name.
-
If full, click Manage → Storage → Increase quota or delete old emails under Email Disk Usage.
📤 Step 6: Test Email Sending Using Webmail
-
Log in to https://yourdomain.com/webmail.
-
Send a test email to your personal address.
-
If it sends successfully, the issue is isolated to your device’s email client.
-
Recheck your mail app’s outgoing port, encryption, and authentication settings.
🔍 Step 7: Check for Blocked or Delayed Messages
Sometimes messages are delayed due to spam filters or IP blacklisting.
-
Check your Spam or Junk folders.
-
Ask the sender if they received a bounce-back or error message (e.g., “550 relay denied” or “Authentication failed”).
-
Forward any error codes to TK Internet Marketing support for review.
💡 TK Internet Marketing actively monitors outbound IPs and can resolve deliverability issues if your IP is blocked.
🧠 Step 8: Review Autoresponders or Filters
Misconfigured Email Filters or Autoresponders can cause messages to route incorrectly or auto-delete.
-
In cPanel, go to Email Filters and review any active rules.
-
Disable or delete filters temporarily and test again.
💬 Step 9: Contact Support
If none of these steps resolve your issue, open a ticket under Email Support in your Client Area or email support@tkinternetmarketing.com.
Include the following details for faster assistance:
-
Your full email address
-
The device or app you’re using
-
Any error messages or screenshots
-
Approximate time the issue began
✅ Our team can test your email account directly, verify DNS and server logs, and get your messages flowing again.
