This article applies to Web Hosting and Custom Email accounts only.

Many mail delivery issues can be diagnosed and resolved without the assistance of Intermedia Technical Support. Take the follwoing steps to troubleshoot an issue:

Incoming mail

1. Are senders receiving non-delivery reports (bounce messages)?

2. Are messages from all senders not being delivered?

  • Make sure the MX record for your domain exists and points to the proper server (can be found at Domain Names > Domains Manager page).

3. Are you able to receive mails using webmail, but not desktop mail client or/and mobile device?

4. If there are no non-delivery reports, no messages are delivered to webmail and MX record for your domain points to the proper server submit a Message Track service request via the Extended Services portal.

Outgoing mail

1. Are you getting any non-delivery reports (bounce messages)?

2. Are you able to send mails using webmail interface, but not desktop mail client or/and mobile device?

3. Are you being prompted for password in your mail client?

  • Make sure you can login to webmail using your mailbox password
  • Make sure the mailbox was not disabled for sending spam

4. Are you getting an error, suggesting that you’ve the exceeded a limit?

5. If mails can’t be sent from your website

6. If you’ve sent an email and it was not delivered, although you did not get any bounces, MX record for the recipient’s domain is in place, submit a Message Track service request via the Extended Services portal.

Note: Message tracking can be performed for a period of the past 14 days only.