E-mail does not arrive or ends up as spam

Mail to you does not arrive#

1. Is the mailbox full? The size is shown on the E-mail page. A full mailbox returns new mail to the sender.
2. Does the domain point to us? The domain's MX record must point to our mail server. Domains that use our name servers get it automatically. If your DNS is somewhere else, see Move your domain to us.
3. Look in the spam folder in webmail. Mail that looks like spam is moved there instead of being deleted.
4. Did the sender get an error message? Ask for it and send it to us; it tells exactly what went wrong.

A domain that has just been moved can take up to 24 hours before all mail arrives with us, because other servers remember the old address for a while.

Mail from you ends up as spam#

Mail servers check that mail from your domain really comes from a server allowed to send it. The DNS zones we create already contain:

• SPF: a TXT record starting with v=spf1 that lists the servers allowed to send mail for the domain.
• DMARC: a TXT record named _dmarc that tells receivers what to do with mail that fails the checks.

If you also send mail from another service, for example a newsletter system, a webshop or Microsoft 365, that service must be added to the SPF record. Change the TXT record on the DNS page: add the service's include: part before ~all, for example:

v=spf1 a mx include:spf.newsletter-service.example ~all

A domain must have only one SPF record. If you are unsure, contact us before changing it.

Other things that help:

• Send from an address on your own domain, not from a free address with your website's server.
• Avoid sending many identical mails to people who have not asked for them; use a proper newsletter service for that.

Contact forms on your website#

If your website sends mail (contact forms, order confirmations), let it send through SMTP with a real mailbox on your domain instead of the PHP mail() function. In WordPress you can use a plugin such as WP Mail SMTP with the settings from Set up e-mail.