If you can send email but nothing new is arriving, the problem is almost always one of three things: your domain's MX records aren't pointing at our mail server, your mailbox is full, or messages are landing in spam or getting filtered before they reach the inbox. Work through these in order.
Check your MX records first
MX records tell the sending server where to deliver your mail. If they point somewhere else, your mail never reaches us even though outgoing SMTP works fine (SMTP and MX are unrelated systems).
- Go to Services → click your hosting → DNS Zone Editor.
- Look for the MX record on your domain. It should point to your mail server hostname, not an external provider you've since stopped using.
- If you migrated from another host or switched to Google Workspace or Microsoft 365 in the past and reverted, an old MX record can linger and quietly steal your mail.
Note the distinction: DNS records like MX live in DNS Zone Editor under your hosting service. The Domains → your domain → DNS section only controls nameservers, not individual records. If your nameservers point away from us entirely, the DNS Zone Editor won't matter because another provider's DNS is authoritative. Confirm your nameservers first if MX looks correct but mail still doesn't arrive.
DNS changes can take time to propagate. If you just fixed a record, give it some time before assuming it's still broken.
Check your mailbox isn't full
A full mailbox silently rejects new mail. The sender usually gets a bounce, but you won't see anything because the message never landed. Log into webmail and check your mailbox quota (quotas are set per mailbox in Email Accounts). If you're near the limit, delete old messages or empty Trash and Spam, since those count against quota too.
Check spam and filters
Mail that arrives but never shows up in the inbox is often sitting in a spam folder or being routed by a filter you forgot about.
- Check the Spam or Junk folder in your email client and in webmail separately. Some clients filter locally and don't sync the spam folder the same way.
- Check Global Email Filters and Email Filters in cPanel for a rule that's silently discarding or redirecting mail. A filter set up months ago for one purpose can end up catching everything.
- Check whether a forwarder exists on the address. If mail is forwarding elsewhere, it won't stay in the local mailbox unless a copy is explicitly kept.
- Confirm the Default Address for the domain isn't set to bounce or redirect unmatched mail if you're testing with a fresh address.
Check your email client configuration
If mail is landing in the mailbox but your client won't show it, the problem is on the receiving end, not delivery.
- IMAP server:
mail.yourdomain.com, port993, SSL. - POP3 instead of IMAP will only download new mail and can miss messages already marked read elsewhere, or delete them from the server after download depending on your settings.
- Check that the account isn't paused, disabled, or hitting a sync error your client is silently swallowing. Remove and re-add the account if sync looks stuck.
If you suspect wider deliverability trouble, such as senders reporting bounces or your domain being flagged elsewhere, run a check with checking and delisting a blacklisted mail server to rule out a blacklist issue on your domain or the shared server IP.
When to contact support
If MX records are correct, the mailbox has room, no filter or forwarder is catching the mail, and specific messages still never arrive, open a ticket from the portal (Support) with the sender's address, the exact time they sent it, and any bounce message they received. Our team can narrow down whether the issue is on our end or the sender's from there.