# Troubleshoot mail > Fix the common problems with mail domains, mailboxes, mail apps, SMTP Relay sending and webmail, one symptom at a time. Source: https://docs.coritan.com/mail/troubleshooting/ Find the symptom or the message you see, then follow the fix. Messages appear here exactly as the dashboard, webmail, your mail app or your application shows them. Each fix links to the page that covers the task in full, and that page's troubleshooting section lists the rest of its messages. ## A domain does not verify After **Verify now**, the toast says `example.com is still pending:` followed by the first problem the check found. The domain's page shows the result of each check in the **Checks** row, and what the last check found in the **Last problem** row. A Mail Hosting domain needs **Ownership**, **MX**, **SPF** and **DKIM** to pass. An SMTP Relay domain needs **Ownership**, **SPF** and **DKIM** ([When a domain is verified](/mail/dns-records/#when-a-domain-is-verified)). `some records have not propagated yet` : The check found a record missing or different, and has no message that names it. The record is the ownership record at `_mailverify.example.com`, the SPF record, or, on Mail Hosting, any MX record at all. A record you created moments ago may not be served yet, or it may hold a typing mistake. Compare each record at your DNS provider with the **DNS records** card, where the **Status** column shows **Missing** for each record the last check did not find. [What each check looks for](/mail/dns-records/#what-each-check-looks-for) gives the rule for each record. `MX points to` followed by other hosts : On Mail Hosting, the domain's MX records name another provider, so the domain cannot verify. Replace them with the ones on the **DNS records** card. If the domain receives mail somewhere else today, follow [Move a domain that already receives mail](/mail/mail-hosting/add-a-domain/#move-a-domain-that-already-receives-mail) first. On SMTP Relay, this is information only. The toast can still name it first while another check keeps the domain pending, so read the **Checks** row. `DKIM selector cor202609r not published` or `No DKIM keys yet: the mail engine has not made them` : We make the domain's two DKIM keys once the ownership check passes. Reload the domain's page to see the two DKIM records, then publish each value whole. When the keys do not exist yet, select **Verify now** again in a minute. `DMARC publishes p=none, expected p=quarantine` : The DMARC record holds a different stage from the one we expect. A domain verifies without DMARC, so this does not keep it pending. [How the DMARC stage ramp works](/mail/dmarc/) explains how to bring the two in line. A verified domain is pending again : Selecting **Verify now** checks a verified domain again, and a required record that has gone, such as the ownership record, sets it back to `pending`. Put the record back, then select **Verify now**. Keep the ownership record in place for as long as the domain is on the service. After you fix a record, select **Verify now** again. We ask your domain's own nameservers, so a record counts as soon as your DNS provider serves it. We also check pending domains about every ten minutes. The messages you can get while adding a domain, such as `That domain is already attached to a mail service`, are in [Add a domain to Mail Hosting](/mail/mail-hosting/add-a-domain/#troubleshooting) and [Add a sending domain to SMTP Relay](/mail/smtp-relay/add-a-sending-domain/#troubleshooting). ## Mail sent to your mailbox does not arrive Check these in order. They apply to Mail Hosting mailboxes and to your coritan.gg mailbox, except where a cause names Mail Hosting. The domain's MX records point to another provider : Other servers deliver the domain's mail wherever its MX records point. On Mail Hosting, the domain then stays `pending` with `MX points to` followed by the other hosts, or, for an older domain, shows **Sending only**. Replace the MX records with the ones on the **DNS records** card. After the change, servers that already queued mail for the old hosts can still deliver it there for a while, so check the old mailboxes for a few days. The address has no mailbox or alias : Mail to an address on a Mail Hosting domain that is neither a mailbox nor an alias bounces back to the sender, unless the domain has a catch-all. Check the spelling with the sender, or create an alias for the address. An alias whose only mailbox was deleted delivers nowhere. [Forward addresses with aliases](/mail/mail-hosting/aliases/) covers both. The mailbox cannot receive mail : A mailbox that is turned off cannot receive mail. Neither can the mailboxes of a Mail Hosting service that is suspended for an unpaid invoice, or whose sending we paused. The mailbox's **Enabled** switch on the **Mailboxes** tab and the **Status** on the service's **Service** card show which applies. See [Turn a mailbox off or on](/mail/mail-hosting/mailboxes/#turn-a-mailbox-off-or-on), [When a payment is late](/mail/billing/#when-a-payment-is-late) and [Sending paused](/mail/smtp-relay/deliverability/#sending-paused). The mailbox is full : A mailbox cannot store more mail than its quota. The line at the bottom of the folder list in webmail shows how much of its storage the mailbox uses. Delete mail you no longer need. On Mail Hosting, you can also give the mailbox a larger quota ([Change a mailbox's quota](/mail/mail-hosting/mailboxes/#change-a-mailbox-s-quota)). The message is in Spam, or a filter moved it : The mail server files mail it takes for spam in **Spam**. Select **Not spam** to move a message back to the Inbox and add its sender to your contacts, whose mail passes the spam filter when it passes DMARC ([Get mail out of Spam](/mail/webmail/read-and-search/#get-mail-out-of-spam)). Mail from a [blocked sender](/mail/webmail/labels-and-filters/#block-a-sender) goes straight to Spam. A filter can move mail to another folder, forward it or discard it as it arrives ([What a filter can do](/mail/webmail/labels-and-filters/#what-a-filter-can-do)). Forwarding all mail can archive or delete the copy in this mailbox ([Forward all mail](/mail/webmail/forwarding/#forward-all-mail)). To search every folder except Spam and Trash, add `in:all` to the search. ## Mail you send does not arrive Find out what happened to the message first. On SMTP Relay, the **Events** tab lists each step of each delivery, up to 90 days back ([Look up message events](/mail/smtp-relay/events/)). On Mail Hosting, the **Recent activity** card on the **Overview** tab shows the latest eight events from the last seven days. Some bounces reach the sending mailbox only as an `Undelivered Mail Returned to Sender` message. The event says what to do next: `rejected`, or no event at all : We refused the message when it was sent, and the reply your application or mail app got says why. See [A message is refused when you send it](#a-message-is-refused-when-you-send-it). A message sent in the last minute or so may not have its events yet. `accepted` with nothing after it : The message is still in the queue, or the receiving server has not answered yet. Check again later. `deferred` : The receiving server refused the message for now, or a sending limit held it back. We try again later. **Response** shows the receiving server's reply, when it gave one. For a sending limit, see [Mail goes out slowly](#mail-goes-out-slowly). `bounced` : The message was not delivered, and we will not try again. **Response** shows the receiving server's reply, when it gave one. We also added the recipient to the suppression list, so we refuse further mail to it ([A recipient is suppressed](#a-recipient-is-suppressed)). `delivered` : The receiving server took the message. Ask the recipient to look in their spam folder, and see [Mail you send goes to spam](#mail-you-send-goes-to-spam). ## Mail you send goes to spam Mail providers decide where a message goes from how it is signed and from how recipients treat your mail. On SMTP Relay, the **Deliverability** card on the **Overview** tab has a check for each of these except the message category and the shared addresses ([The checks](/mail/smtp-relay/deliverability/#the-checks)). The message fails SPF or DKIM : Both pass only while the sending domain's records match the **DNS records** card. Keep one SPF record for the domain, with our `include:` in it, and publish both DKIM records whole ([What each check looks for](/mail/dns-records/#what-each-check-looks-for)). On SMTP Relay, the **SPF and DKIM** check fails when a verified domain is missing either record. The DMARC record is missing or out of date : The **DMARC** check fails when a verified domain's DMARC record is missing or holds another stage. Publish the record that the **DNS records** card shows. [How the DMARC stage ramp works](/mail/dmarc/) explains the stages. Bulk mail goes out as transactional : Gmail and Yahoo ask for one-click unsubscribe headers on bulk mail, and the relay adds them only to marketing mail. Send newsletters and campaigns as `marketing`. Over SMTP, the relay adds the headers only to a message with one recipient, so send bulk mail one message per recipient, or add your own `List-Unsubscribe` headers ([What marketing adds](/mail/smtp-relay/message-categories/#what-marketing-adds)). Recipients report your mail as spam, or it bounces : The **Bounces and complaints** check warns from 2% bounces or 0.1% complaints, which is what Gmail asks of senders. The same rates decide whether we pause your sending ([When sending pauses](/mail/smtp-relay/deliverability/#when-sending-pauses)). [Bring the rates down](/mail/smtp-relay/deliverability/#bring-the-rates-down) lists what helps. The addresses your mail leaves from have a poor reputation : We manage the shared addresses and watch their reputation, so you have nothing to check there. If you think they are the cause, [contact support](/support/conversations/). Mail from a [dedicated address](/mail/smtp-relay/sending-limits/#dedicated-sending-addresses) depends on your own sending alone. A Mail Hosting service has no **Deliverability** card. Its rates are in the reputation report of the API ([Sending reputation and deliverability](/mail/smtp-relay/deliverability/#with-the-api)), and each domain's page shows its records on the **DNS records** card. ## A mail app cannot sign in These apply to Mail Hosting mailboxes and to your coritan.gg mailbox. For an application that sends through SMTP Relay, see [Send over SMTP with credentials](/mail/smtp-relay/credentials/#troubleshooting). The username is not the whole address : Use the mailbox's full address, such as `alex@example.com`, as the username for both servers. Two-factor authentication is on for the mailbox : A mail app cannot send a code, so it needs an app password in place of the mailbox's password. Whoever manages a Mail Hosting service can create one in the dashboard ([Create an app password](/mail/mail-hosting/mailbox-security/#create-an-app-password)). The mailbox's user can create one in webmail ([Create an app password](/mail/webmail/security/#create-an-app-password)). The password changed : After a password reset or a new mailbox password, enter the new password in every app that signs in with it. Apps that use an app password keep working. Your coritan.gg mailbox uses your Coritan account password until you give it one of its own, so changing your account password changes it too ([The mailbox password](/mail/webmail/claim-a-mailbox/#the-mailbox-password)). The mailbox cannot sign in at all : A mailbox that is turned off cannot sign in. Neither can the mailboxes of a service that is suspended or whose sending we paused. Check the mailbox's **Enabled** switch on the **Mailboxes** tab, and the service's **Status**. Too many failed sign-ins : After 30 failed sign-ins in an hour from one IP address, the mail server refuses that address for 24 hours. Fix the password in every app that uses the mailbox, then wait for the block to end. The app cannot connect, or warns about a certificate : Copy the server names from the **Mail server addresses** card on the service's **Overview** tab, or from the **Mail apps** tab of webmail settings. IMAP uses port `993` with SSL/TLS. SMTP uses port `587` with STARTTLS, or port `465` with SSL/TLS. A name under your own domain, such as `imap.example.com`, does not match the certificate, and many networks block port `25`. [Connect a mail app to Mail Hosting](/mail/mail-hosting/connect-a-mail-app/#troubleshooting) and [Set up mail apps and devices](/mail/webmail/mail-apps/#troubleshooting) cover the rest, such as a message too large to send. ## A message is refused when you send it Over SMTP, a refusal is a reply that your application logs or your mail app shows. A mailbox gets the same replies as an SMTP Relay credential, apart from the monthly allowance, which only SMTP Relay has. [Send over SMTP with credentials](/mail/smtp-relay/credentials/#troubleshooting) explains each reply in full. `550 5.7.1 Sender domain example.org is not verified on this account` : The envelope sender, the address in `MAIL FROM`, is not on a domain whose ownership the service has proved. Send from an address on one of the service's domains. `550 5.7.1 From address must use a verified domain, not example.org` : The `From` header is on a domain the service has not proved. Change the From address, or [add the domain](/mail/smtp-relay/add-a-sending-domain/). `550 5.7.1 Sending is not available for this account` : The credential or the mailbox is turned off, or the service is not active. Turn it back on, or check the service's status on the **Overview** tab. `550 5.7.1 Sending is paused for this account; contact support` : We paused the service's sending. See [Sending is paused or under review](#sending-is-paused-or-under-review). `550 5.7.1 Monthly allowance and its 12% buffer are used up; upgrade the plan to continue` or `550 5.7.1 Monthly sending allowance reached; upgrade the plan to continue` : The relay has sent everything its plan allows this month. See [The relay stops sending for the month](#the-relay-stops-sending-for-the-month). `550 5.1.1 Recipient alex@example.com is suppressed after a bounce or complaint` : The recipient is on the service's suppression list. See [A recipient is suppressed](#a-recipient-is-suppressed). `550 5.7.1 This login is not a mail account we know` : The credential belongs to a relay that no longer exists. Create a credential on an active relay. The send API answers the same causes with an HTTP status and a `detail`, such as `400` `example.org is not a domain on this service` or `400` `Sending is paused on this service; contact support`. [Send email over HTTPS](/mail/smtp-relay/send-with-the-api/#troubleshooting) lists each one. In webmail, a refused message opens again in a compose window, with a message that starts `Could not send the message:` and the reason ([Write and send email in webmail](/mail/webmail/write-and-send/#troubleshooting)). ## A recipient is suppressed Over SMTP, we refuse the address with `550 5.1.1 Recipient alex@example.com is suppressed after a bounce or complaint` and accept the other recipients. The send API leaves the address out, sends to the others and lists the address in `suppressed` in its answer ([Read the answer](/mail/smtp-relay/send-with-the-api/#read-the-answer)). Cause : We add an address to the service's suppression list when a message to it bounces, when its recipient reports a message as spam, and when they unsubscribe from marketing mail. You can add addresses too. The reply names a bounce or complaint whatever the reason. Fix : On the relay's **Suppressions** tab, find the address. Its **Reason** says how it got there ([Why an address is on the list](/mail/smtp-relay/suppressions/#why-an-address-is-on-the-list)). Remove it with **Release…** only once the problem is fixed, or once someone who unsubscribed asks to hear from you again ([Remove an address](/mail/smtp-relay/suppressions/#remove-an-address)). The tab lists only the 200 most recent entries. A Mail Hosting service has a suppression list too, which you manage through the API ([On a Mail Hosting service](/mail/smtp-relay/suppressions/#on-a-mail-hosting-service)). ## The relay stops sending for the month Over SMTP, the relay answers `550 5.7.1 Monthly allowance and its 12% buffer are used up; upgrade the plan to continue`, or `550 5.7.1 Monthly sending allowance reached; upgrade the plan to continue` on the free plan. The send API answers `429` with the same text. The **Overview** tab shows **Sending has stopped for this month**, and we email your account's address. Cause : The relay has used its monthly allowance, including the buffer on a paid plan. We check the count plus the recipients of the message in hand, so a message to many recipients can be refused while a message to one recipient still goes out. Fix : Sending starts again at 00:00 UTC on the 1st. To raise the allowance before then, [contact support](/support/conversations/). **Change plan** on the alert opens the **Billing** tab, which cannot move a relay to a larger plan. On the free plan, you can order a paid relay instead ([The free SMTP Relay plan](/mail/billing/#the-free-smtp-relay-plan)). [What happens near the allowance](/mail/smtp-relay/sending-limits/#what-happens-near-the-allowance) lists the warnings we send before this point. ## Mail goes out slowly Cause : A relay sends at most its hourly limit in an hour. Mail over it waits in the queue and goes out in a later hour, and the **Events** tab can show `deferred` events for it meanwhile. Once six hours of mail at the hourly limit is waiting, we refuse new messages until the queue shrinks. A dedicated address in warm-up also has an hourly cap of its own, which can be lower than the relay's limit. A Mail Hosting service has an hourly limit too, and mail over it waits in the same way. Fix : Spread large sends over time. The **Hourly limit** card on the relay's **Overview** tab shows the **Current limit** and the **Next step**. The limit rises on its own as the relay sends clean mail ([How the limit rises](/mail/smtp-relay/sending-limits/#how-the-limit-rises)). To go higher sooner, select **Request limit increase…** ([Request a higher hourly limit](/mail/smtp-relay/request-a-higher-limit/)). Plan large sends from a dedicated address for after its [warm-up](/mail/smtp-relay/sending-limits/#warm-up). ## Sending is paused or under review Above the service's tabs, the **Under review** or **Sending is paused** alert shows the rates that set it off, such as `auto-frozen: 11.4% bounces, 0.08% complaints over 7d`. We do not email you about either. Cause : The service's bounce or complaint rate over the last seven days reached a line: 5% bounces or 0.1% complaints for a review, and 10% bounces or 0.5% complaints for a pause. Our staff can also pause a service by hand. Under review, sending carries on. While sending is paused, relay credentials cannot sign in, and the send API answers `400` `Sending is paused on this service; contact support`. On Mail Hosting, the mailboxes cannot sign in, send or receive mail. Fix : Find and fix what caused the bounces or complaints ([Bring the rates down](/mail/smtp-relay/deliverability/#bring-the-rates-down)). Only our staff lift a pause or clear a review, so then [contact support](/support/conversations/) and say what you changed. If the rates of the last seven days are still at a pause line when our staff lift the pause, the next check pauses sending again ([Sending paused](/mail/smtp-relay/deliverability/#sending-paused)). ## Webmail does not open a mailbox When webmail at [www.coritan.com/webmail](https://www.coritan.com/webmail) cannot open a mailbox, it shows `Could not open your mailbox`, the reason under it, and **Try again**. `This mailbox is disabled.` : The mailbox is turned off. Whoever manages a Mail Hosting service turns it back on with the mailbox's **Enabled** switch ([Turn a mailbox off or on](/mail/mail-hosting/mailboxes/#turn-a-mailbox-off-or-on)). When we turned the mailbox off because it suddenly sent far more mail than usual, the reason gives how many messages it sent in an hour instead. Reset its password, then turn it back on ([Create and manage mailboxes](/mail/mail-hosting/mailboxes/#troubleshooting)). For your coritan.gg mailbox, [contact support](/support/conversations/). `The mail service is not reachable right now.` : The mail server that holds the mailbox did not answer. Select **Try again** after a moment, and [contact support](/support/conversations/) if it keeps happening. Another reason : Select **Try again**. If the same reason comes back, contact support and quote it. A mailbox in the account menu reads `Disabled, so it cannot be opened` or `Not reachable right now` : The first is turned off, as above. We cannot reach the second at the moment. Neither opens until that changes ([What each mailbox is](/mail/webmail/mailboxes-and-sharing/#what-each-mailbox-is)). `Claim your @coritan.gg address` or `No mailbox in your account yet` : Your Coritan account has no mailbox yet. Pick a name to get your coritan.gg mailbox ([Get a coritan.gg mailbox](/mail/webmail/claim-a-mailbox/)). To read a mailbox you manage, such as one on Mail Hosting, select **Add a mailbox** and enter its address and password ([Add a mailbox to your account](/mail/webmail/mailboxes-and-sharing/#add-a-mailbox-to-your-account)). mail.coritan.com or webmail.coritan.com opens www.coritan.com/webmail : Webmail lives at www.coritan.com/webmail, and both addresses send you there, to the same page the link named. Update your bookmarks to [www.coritan.com/webmail](https://www.coritan.com/webmail). ## You cannot sign in to webmail `That address and password do not match. Check both and try again.` : Enter the whole address, such as `alex@example.com`, and check the password. We give the same answer for a mailbox that is turned off. For your coritan.gg mailbox, the password is your Coritan account password until you give the mailbox one of its own. A message that starts `Too many attempts to sign in.` : After 10 failed attempts at one address within 15 minutes, or 20 from one IP address within 5 minutes, we refuse sign-ins for a while. The message says when you can try again. [Sign in to webmail](/mail/webmail/sign-in/#troubleshooting) lists the other messages, and what to do when you have forgotten the password. ## None of these match [Contact support](/support/conversations/) and include: - The **Service ID** from the service's **Billing** tab, or the address of the mailbox involved. - The domain, and the sender and the recipient of a message that went wrong. - The whole message or SMTP reply, exactly as it appeared, and when it happened. - For a message sent through the send API, the `message_id` from its answer. Never send a password, an app password or an API key, to us or to anyone else.