Troubleshoot Email Business
Work from symptom to cause in order, for mail that never arrives, mail that lands in spam, mailboxes you cannot create, and mail apps that will not connect.
Every table starts from the symptom you can see. Upper rows happen more often than lower ones, so read down and stop at the first row that matches.
First: which direction is broken
This question decides which table you read.
| Broken direction | What you see | Read |
|---|---|---|
| Incoming | people outside send in and nobody receives anything | Mail sent to you never arrives |
| Outgoing | staff send out and the recipient sees nothing, or finds it in spam | Outgoing mail lands in spam |
| Not mail at all | cannot create a mailbox, cannot sign in, an app will not connect | the remaining sections |
Mail sent to you never arrives
| Symptom | Cause | Fix |
|---|---|---|
| Nobody on the domain receives anything | The MX record does not point to CloudFly yet | Publish the four mail DNS records |
| The Email DNS configuration card does not report ready | One of the four records is missing or wrong | Compare the Actual line with the Content cell above it |
| A record is correct but still reports Wrong | Intermediate resolvers still hold the old record | Wait out the TTL, then click Check DNS again |
| Only one mailbox stops receiving | That mailbox is over its own storage quota | Change an existing mailbox's storage |
| Only mail from one sender never arrives | That address is on the blocked list | Allow or block a sender at the mail gateway |
Outgoing mail lands in spam
The console still reports the message as sent, which makes this the hardest failure to notice.
| Cause | Fix |
|---|---|
| SPF or DKIM missing — the receiver cannot authenticate the message | Publish all four records, see Publish the four mail DNS records |
| The domain has two SPF records | Both stop working. Merge them into a single line |
No _dmarc record | Add one — the receiver needs to be told what to do when authentication fails |
You cannot create or change a mailbox
| Symptom | Cause | Fix |
|---|---|---|
| Every size shows (Exceeds available) | Your plan's storage is fully handed out, even if nobody uses it yet | Track storage across the whole domain |
| No new account can be added | You have reached your plan's account limit | Create your first mailbox |
| No Reset Password button | The account you are signed in as lacks rights over that mailbox | Reset a mailbox password |
| The Domains page reads "Domain information not found" | The service has no domain assigned yet — this page has no add button | Contact support |
Outlook or a phone will not connect
| Cause | Fix |
|---|---|
The username was entered as the part before @ | Use the full email address |
| The office network blocks the port | Try again on your phone's mobile data. If that works, ask your network team to open the port |
| The wrong encryption type for the port in use | Set up Outlook and your phone |
| The password was just changed and the app still holds the old one | Enter the password again in the app |
Check your work
Confirm a fix with a real round trip, not with a green status on a page:
- Send a message from your mailbox to an outside address
- Reply from that outside address back to you
- Check both the Inbox and the spam folder on each side
Both directions landing in the Inbox means you are done. Arriving but sitting in spam means the sending side still has a record problem — go back to Outgoing mail lands in spam.
What support needs from you
Send these four things; they are enough to find the exact record:
- The domain
- The mailbox address that has the problem
- Roughly when it happened, with the time zone
- The error message the sender received, quoted verbatim
Do not send the mailbox password
Support does not need it to look anything up, and sending it means you have to change it.