Mail sent to me doesn't arrive
Is the MX record correct?
Open your domain's page in the dashboard and select Check DNS records. The MX record should be Correct. If your domain has other MX records left from a previous provider, delete them; if they stay, mail may go there.
If you changed the MX record recently, it takes a few hours, sometimes a day, to spread. Some mail may reach your old provider meanwhile.
Does the address exist?
BasicMailer only accepts mail for addresses that are set up: a user or a forwarding rule. Mail to any other address is returned to the sender. To catch misspelled addresses too: Catch-all.
Have you checked the spam folder?
Mail marked as spam lands in the mailbox's Junk folder. Check it in webmail and in your mail app.
Is the sender's DMARC policy strict?
If the sender's domain has a DMARC policy of p=reject and the message fails SPF and DKIM, it's refused as that domain's policy requires. The problem is on the sender's side; they need to fix their records.
Is your storage full?
When your account's storage is full, new incoming mail is refused. Check the Storage row on Usage & billing and delete old mail to free up space.
Is your subscription active?
Once your subscription has expired, mail to addresses that only forward outside goes back to the sender. 30 days after a subscription ends, the account is frozen and incoming mail is refused. Details: Renew or cancel your subscription.
Mail I send bounces back
Find the message on the Sent mail page in the dashboard: each recipient's status, the receiving server's response and a plain explanation are there. Details: Sent mail. The error message in the bounce tells you why as well. The common ones:
| Situation | What to do |
|---|---|
| Out of sending credits | Buy extra sending credits on Usage & billing or wait for the new period, then send again. Details: Sending credits |
| Sending limit reached | Check your limits on Usage & billing; you can send again once time passes. Details: Sending limits |
| Sending turned off for the mailbox | On Users, choose Enable sending from the mailbox's menu |
| Sending paused for security | Sending from a mailbox was paused |
| Subscription ended | Sending stops when a subscription ends; renew it |
| Mail judged as spam | Outgoing mail is spam-checked too; review the content. Why are my emails going to spam? |
| Recipient address doesn't exist | Check the address; the error comes from the recipient's server |
If you can't tell the reason, forward the bounce to support@basicmailer.com.
Something missing or wrong on this page? Write to support@basicmailer.com.