If you can send email but cannot receive, the issue is usually related to domain DNS, MX records, mailbox quota, mail routing, spam filtering or the sender receiving a bounce. Sending and receiving are separate parts of the email system, so one can work while the other fails.
Common causes
- The domain MX records point to the wrong provider.
- The mailbox is full.
- Mail routing is set incorrectly in cPanel.
- The sender is blocked by spam filtering.
- The domain DNS has recently changed and is still propagating.
- Email is being delivered to Microsoft 365, Google Workspace or another provider instead.
What to check
- Send a test message from another external email account.
- Check whether the sender receives a bounce message.
- Log into webmail and check whether the message appears there.
- Check mailbox storage usage in cPanel.
- Check the domain MX records.
- Check whether your email is meant to be hosted in cPanel, Microsoft 365 or Google Workspace.
Understanding MX records
MX records decide where email for your domain is delivered. If your website is hosted with GetHosting.online but your email is hosted with Microsoft 365 or Google Workspace, your MX records should point to that external provider. If your email is hosted in cPanel, the MX records should point to the hosting mail server.
When to contact support
Please send us the affected email address, a sender address, the approximate time the message was sent and any bounce message. This allows us to check routing and server logs properly.
Need help?
Open a support ticket directly from within your GetHosting.online customer account. Phone support is also welcome on (+44) 01457 337 247. For international contact numbers, please see our contact page.
GETHOSTING.ONLINE is a subsidiary of GetUK Support.
