Test a mailbox in four steps: log in to webmail, send to an outside address, reply back, then repeat from each device. Each step points to the problem.
1. Log in to webmail
Log in with the full email address and the password (see Log in to webmail).
- Works: the mailbox exists and the password is right. Continue.
- "The login is invalid": check the address, or set a new password in cPanel (see Change an email account password). Every app on every device needs the same password.
2. Send from webmail to your outside address
Click Compose, write to your outside address with a subject such as Test 1 from webmail and click Send. Wait a few minutes and check the outside inbox, including its spam folder.
- Arrives in the inbox: sending from the server works.
- Arrives in spam: your domain needs SPF, DKIM and DMARC records (see Fix email going to spam: SPF, DKIM and DMARC).
- Doesn't arrive or you get a bounce: check the message in Track Delivery in cPanel and read the bounce (see Mailbox full, bounces and other common email errors).
In Gmail you can open the message, click the three-dot menu and choose Show original: the lines SPF, DKIM and DMARC should say PASS.
3. Reply from the outside address
Reply to the test message from your outside account. Check the mailbox in webmail.
- Arrives: receiving works, so your domain's MX record points to the right place.
- Doesn't arrive: check the Spam folder in webmail and the mailbox's storage (a full mailbox rejects new mail, see Free up mailbox space). If your domain's email is handled by another provider, mail goes there instead (see Add or change MX records). A bounce in your outside inbox tells you the reason.
4. Repeat from each device
Webmail works, so the server side is fine. Now send Test 2 from my phone (or Outlook, Thunderbird) to the outside address and reply back, as in steps 2 and 3.
- Receiving fails on the device: the incoming server, port 993 or the username in the app is wrong.
- Sending fails on the device: the outgoing server needs authentication with the same username and password, on port 465 with SSL/TLS or 587 with STARTTLS.
Compare the app's settings with Email server settings and ports, or follow the guide for your device: iPhone or iPad, Android, Outlook.
Common problems
Sending to my own address works, to others it doesn't
Mail between addresses on the same domain stays on our server. That's why the test in step 2 goes to an outside address: only that shows if other providers accept your mail.
The test arrives after a long time
Many mail apps check for new mail on a schedule, not all the time. Pull down to refresh, or click Refresh in webmail, to check right away. If the message is late everywhere, look at its delivery time in Track Delivery.
Everything works in webmail, nothing on the phone
The phone has an old password or old server settings. Remove the account on the phone and add it again (see iPhone or iPad or Android).
Related articles
- Email server settings and ports (IMAP, POP3, SMTP)
- Check where an email went (Track Delivery)
- Mailbox full, bounces and other common email errors
- Fix email going to spam: SPF, DKIM and DMARC
Still stuck? Open a support ticket and we'll help.
