When checking your email, sometimes you will not receive an email that you were expecting. Missing email can be caused by many different factors.

Perform a Whois lookup

The WHOIS database is a public database that contains details about a domain, such as who it belongs to, and when it was last modified. When you lookup your Whois, the main thing you want to check for is the expiration date, to ensure it has not expired. If it has expired, you must renew the domain with your registrar, and point back to our Nameservers. Then within 24 hours it will propagate back to us, and restore functionality.

How do you check your email?

Troubleshooting steps vary depending on how you check your email.

When checking your email via webmail

  • If you send yourself an email and it does not arrive in your Webmail, be sure that you are logging into Webmail using your full email address as the username and not using your cPanel username as your Webmail username.
  • If your email account is over its allowed usage, you will not be able to receive new emails.  To make sure your address is not over the quota, you can log into your cPanel, select Email Accounts, and view/edit the quota for each account as needed.
  • If you have SpamAssassin enabled, the emails may have been labeled as spam and sent to the spam folder.
  • On occasion, our System Administration team may move your account to another server. When your site is moved to a new server, you will receive an email with your new server number.  If you log in with your domain name (http://yourdomain.com/webmail) then it should automatically log you into the correct server for your account.

When checking your email via an email client

  • Ensure that you are using your FULL email address as your username.
  • Ensure you are using the correct password for that email account and not your cPanel password.
  • Ensure that you do not have an option enabled that is similar to, "Log on using Secure Password Authentication (SPA)"
  • If you are receiving a password prompt, ensure you are using the correct password by first resetting your email account's password within cPanel.

If you are getting an error message, but it is not prompting you for your username and password, contact our Support Department for further assistance.

When Checking for email via a combination of both webmail and an email client

If you have setup an email account in your email client as a POP account, when your email client is accessing the email it is downloading a copy to your local computer.  Once it is downloaded to your computer it will not be visible in your webmail or on your mobile phone. Most email clients will allow you to connect and leave a copy of the email on the server. This setting can be set within the advanced settings of most email clients, and you'll want to enable this setting if using both a POP account and an IMAP account.

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