This page is for you if you already have email addresses at your domain name, such as jane@JaneArtist.com, and a message sent to one of them has not arrived.
Check these first
- Look in your spam or junk folder in the inbox your address forwards to.
- Check that the inbox it forwards to still works. If that mailbox is full, closed or has a new address, forwarded messages have nowhere to go. Your Email at Your Domain Name explains how forwarding works.
- Check the address was typed correctly by the person writing to you. One wrong letter sends the message nowhere.
Reading a bounce message
When a message cannot be delivered, the sender usually gets an automatic reply, often called a bounce or "Delivery Status Notification". It is worth reading, because it says why.
- It names the sender's own provider, for example a message that their server is blocked or listed as a source of spam. That is a problem on the sender's side, and they need to ask their provider about it. It is not caused by your address or by us.
- It says the address does not exist. The sender mistyped it, or you are using an address that was never set up.
- It says the mailbox is full or unavailable. The inbox your address forwards to is the problem.
Ask the sender to forward you the bounce message if you can.
What to send us
If none of that explains it, contact us and tell us:
- The address the message was sent to.
- Who sent it, and when.
- The text of the bounce message, if there was one.
We will check where it stopped.