Email stuck in your outbox, or bouncing back? Most sending problems come down to one of a handful of causes, and the bounce message usually tells you which. Work through these checks in order.
1. Try sending from webmail
Log in to webmail and send a short test. This one step tells you where the problem is:
- It sends from webmail, but not from your phone or Outlook: the problem is in your email app. Go to step 2.
- It fails in webmail too: read the bounce message and go to step 3.
2. Check your email app’s outgoing settings
This is the most common cause we see. In your email app, open the outgoing (SMTP) server settings and check:
- Username is your full email address, and the password is your email password, even if the app says “optional”.
- Server: the server name in your hosting welcome email (such as
finyaan.tasjeel.ae). If your domain uses our hosting nameservers,mail.yourdomain.aeworks too. If your DNS is managed elsewhere, such as Cloudflare, use the server name. - Port 465 with SSL.
Full settings for each app: Email settings: server names and ports.
3. Read the bounce message
The email that comes back tells you what went wrong. Look for these:
| If the bounce says… | What it means | What to do |
|---|---|---|
| Your account is locked, suspended or blocked for spam | We locked the mailbox because it sent a lot of email, often after a password was stolen | Change the mailbox password, scan your computer for viruses, then contact us to unlock it |
| Exceeded the maximum emails per hour | Your hosting account hit its sending limit of 100 emails an hour (shared by all mailboxes on the account) | Wait for the hour to pass. Need more? Contact us and we’ll look at raising it for you |
| SPF, DKIM, “not authenticated” or 5.7.26 | Your domain’s email records are missing or broken, often after changing nameservers or moving your website | Add back the SPF, DKIM and DMARC records where your DNS is managed. See SPF, DKIM and DMARC in plain words |
| Message too large | The email is bigger than allowed. Our limit is 75 MB per email, and many receiving servers allow less | Share large files with a link (Google Drive, OneDrive) instead |
| Mailbox full or over quota | Your mailbox, or the person you’re writing to, has run out of space | Delete old emails or raise the quota in cPanel. See My mailbox is full |
| User unknown or no such user | The address you’re writing to doesn’t exist | Check the spelling of the address |
| Spam, blocked, listed or unsafe content | The receiving side or a blocklist flagged the message or a link in it | Send a plain email without links or attachments. If that goes through, the content was the problem |
4. Is your domain pointed to your email?
If you recently moved your website, changed nameservers or set up Cloudflare, your email records may have been lost. Your domain’s MX record must point to your email plan. See Where to edit your DNS.
5. Try another internet connection
Some office or home connections are blocked from sending email. Turn off Wi-Fi and send from your phone’s mobile data. If it works, ask your internet provider for a clean IP address.
Still stuck?
Open a ticket or chat with us and paste the full bounce message. It’s the fastest way for us to see the cause.