Start with this one test

Before changing any settings, log in to cPanel webmail in a browser at yourdomain.co.za/webmail. This one test tells you where the problem is.

Webmail works fine. The mailbox and the server are healthy. The problem is in your app settings, so fix those rather than the account.
Webmail will not accept your password. The password is wrong or has been changed. Ask us to reset it.
Webmail loads but the inbox is empty and nothing arrives. This usually points to DNS or MX records, which is on our side. Contact us.

If you cannot receive mail

Check whether the mailbox is full. A full mailbox rejects new mail silently.
Look in the Junk or Spam folder in webmail, not just in your app.
Ask the sender whether they got a bounce message, and send us the exact wording of it if they did.
Confirm the address is spelled correctly on your website, invoices and business cards. A single wrong letter is a surprisingly common cause.
If the domain was recently moved or renewed, tell us so we can verify the MX records.

Confirm outgoing authentication is switched on in your app. This is the single most common cause.
Change the outgoing port from 465 to 587, or the other way around. Some networks block one of them.
Try sending from a different internet connection, such as your phone's hotspot. If it works there, your office network or router is blocking the port.
Check you have not exceeded the hourly sending limit. Hosting accounts cap outgoing mail to prevent abuse.
Make sure you are not sending to a very large list from your business mailbox. Use a proper newsletter tool for that, and ask us to set one up.

This is usually about domain authentication rather than the content of your message.

Your domain needs correct SPF, DKIM and DMARC records. We set these up on request and it makes a real difference.
Avoid sending from a free address while claiming to be your business. Always send from your own domain.
Do not use all capitals in subject lines, or attach very large files to first contact emails.
If you have been marked as spam before, recovery takes a few weeks of normal sending.

Worth knowingSend us a message and we will check your SPF, DKIM and DMARC records for you. It is a quick job and it is the fix most often needed.

You will get a much faster answer if you include these details in your first message.

The exact email address affected.
Whether the problem is sending, receiving, or both.
The device and app, for example Outlook on Windows, or the Gmail app on Android.
The exact wording of any error message, or a screenshot of it.
Whether webmail works when you test it in a browser.

What you see	What it means
Username or password not accepted	The password is wrong, or you typed only the first part of the address instead of the full one.
Cannot connect to server	Wrong server name, or your network is blocking the port. Try mobile data and port 587.
Relay access denied	Outgoing authentication is switched off. Turn on the setting that says the outgoing server requires authentication.
Mailbox full or quota exceeded	The mailbox has hit its size limit. Empty Trash and Junk, or ask us to raise the quota.
Certificate is not valid	You are using mail.yourdomain.co.za where the certificate is issued for the server hostname. Ask us for the correct one.
Message rejected as spam	Your domain is likely missing SPF, DKIM or DMARC records. We set these up on request.
Sending limit reached	Hosting caps outgoing mail per hour to prevent abuse. Wait, then use a proper newsletter tool for bulk sending.

Keep mailbox passwords in a password manager, not on a sticky note or in a WhatsApp message to yourself.
Use IMAP everywhere so devices stay in step and nothing gets stranded on one computer.
Diarise a quick mailbox clear out every quarter.
Ask us to set up SPF, DKIM and DMARC once, properly. It prevents most deliverability problems permanently.
Put the important addresses on a care plan so we monitor them rather than you discovering a problem from an angry client.

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