--- title: "An incoming email has not been received" slug: "an-incoming-email-has-not-been-received" updated: 2026-07-01T01:45:49Z published: 2026-07-01T01:45:49Z canonical: "docs.serversaustralia.com.au/an-incoming-email-has-not-been-received" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.serversaustralia.com.au/llms.txt > Use this file to discover all available pages before exploring further. # An incoming email has not been received There can be hundreds of reasons that an email you were expecting did not arrive, but the vast majority of cases are very similar. Some initial trouble shooting can greatly assist in finding where the problem lies. ## Blacklisted Check that the senders domain is not on a RBL (registered black list) for spam. Go to a blacklist check site such as [**https://mxtoolbox.com/blacklists.aspx**](https://mxtoolbox.com/blacklists.aspx) **or** [**https://blacklistalert.org.**](https://blacklistalert.org.) and search for the domain. > [!WARNING] > Note > > This may not be accurate if the mail server sending is different than the sites IP address. But is still a good simple check. ## Quota Make sure that your mailbox has not exceeded its quota. 1. Go to your cPanel Account, head to the ‘**Email**’ section and click ‘**Email Accounts**’. ![Email management interface displaying various account options and features for users.](https://cdn.document360.io/d809f158-d4f4-47ff-83d4-18d9c9f7a04d/Images/Documentation/Screenshot 2026-04-09 at 12.38.21 PM.png) 1. Check the quota next to your email account. ![Email account management interface showing storage usage and account details.](https://cdn.document360.io/d809f158-d4f4-47ff-83d4-18d9c9f7a04d/Images/Documentation/Screenshot 2026-04-09 at 12.41.13 PM.png) ## Verify MX Records Make sure that your MX records are correct. Each MX record points to an email server thats configured to process mail for that domain. *In most cases this will be the server your site is hosted on, unless you have your mail hosted elsewhere.* **If your server is being used as the DNS:** 1. Login to your cPanel account. 2. Go to the ‘**Domains**’ section and click ‘**Zone Editor**’. ![Highlighted Zone Editor option within a list of domain management tools.](https://cdn.document360.io/d809f158-d4f4-47ff-83d4-18d9c9f7a04d/Images/Documentation/Screenshot 2026-04-09 at 1.19.14 PM.png) 3. Next to the domain click ‘**Manage**’. ![Zone Editor interface displaying domain management options for DNS settings.](https://cdn.document360.io/d809f158-d4f4-47ff-83d4-18d9c9f7a04d/Images/Documentation/Screenshot 2026-04-09 at 1.15.21 PM.png) 4. Review the MX records to confirm if you should be receiving mail. ![Zone records for mydomain.com showing MX record details and actions available.](https://cdn.document360.io/d809f158-d4f4-47ff-83d4-18d9c9f7a04d/Images/Documentation/Screenshot 2026-04-09 at 1.17.08 PM.png) ## Mail Routing If your mail routing is configured incorrectly your server may be set to deny mail completely. You can verify this easily. 1. Log in to your cPanel account. 2. Go to the ‘**Email**’ section and click ‘**Email Routing**’. ![Email management options including Email Routing, Filters, and Spam Filters displayed in a list.](https://cdn.document360.io/d809f158-d4f4-47ff-83d4-18d9c9f7a04d/Images/Documentation/Screenshot 2026-04-09 at 1.30.12 PM.png) 3. From here, you can verify if the server is intended to handle mail. ![Email routing configuration options for mydomain.com, highlighting Local Mail Exchanger selection.](https://cdn.document360.io/d809f158-d4f4-47ff-83d4-18d9c9f7a04d/Images/Documentation/Screenshot 2026-04-09 at 1.33.54 PM.png) > [!WARNING] > Note > > If your mail exchanger is set to **Backup**, your server will only recieve mail if the primary MX record fails. If set to **Remote**, your server will actively deny accepting mail for this domain. ## Check Mail Delivery Logs You can also check to see if the mail even reached the server via the Delivery Report Logs. You can do this via WHM or cPanel. **For cPanel** 1. Log into your cPanel account. 2. Go the to ‘**Email**’ Section and click ‘**Track Delivery**’. ![Email management options including Track Delivery and various email features listed.](https://cdn.document360.io/d809f158-d4f4-47ff-83d4-18d9c9f7a04d/Images/Documentation/Screenshot 2026-04-09 at 1.50.47 PM.png) 3. Review the mail to ensure it even hit the server and what was done with it. (tick any boxes if they arent already to see the different success status of mail). ![Email delivery tracking interface showing report options and delivery results for emails.](https://cdn.document360.io/d809f158-d4f4-47ff-83d4-18d9c9f7a04d/Images/Documentation/Screenshot 2026-04-09 at 1.47.09 PM.png) ## **With WHM:** 1. Log in to **WHM**. 2. Search for the ‘**Email Delivery Reports**’ section in the search box and click on it. ![Mail delivery report interface showing search options and date selection for inquiries.](https://cdn.document360.io/d809f158-d4f4-47ff-83d4-18d9c9f7a04d/Images/Documentation/Screenshot 2026-04-09 at 2.34.32 PM.png) 3. From the dropdown set to ‘**From Address**’ and set your date range (around the date you expected the email to arrive) ![Report inquiry interface showing search options for delivery events and date selection.](https://cdn.document360.io/d809f158-d4f4-47ff-83d4-18d9c9f7a04d/Images/Documentation/Screenshot 2026-04-09 at 2.42.40 PM.png) 4. Click on ‘**Run Report**’ and review the logs. ## Check Webmail If you are using a mail client, try logging in via webmail to verify you can see all mail. You can find it by visiting either: - [https://yourdomain.com/webmail](https://yourdomain.com/webmail) - [https://yourdomain.com:2096](https://yourdomain.com:2096) - [https://:2096](https://<serverIpAddress>:2096) > [!NOTE] > Further Notes > > If mail isn’t in the delivery reports, the server generally hasn’t received the mail at all. All receipts (even bounces and failures) are logged. No logs generally means no mail. If you have external mail filters, you may need to review them. > > Failing these checks, you would need to reach out to the send to have them review the mail server on their end to confirm. Mail servers will report if the receiving server even responded to make the mail connection and can provide more info if there is an issue.