Email troubleshooting

Most email problems fall into four groups: mail does not arrive, mail does not send, cannot sign in, and mail goes to spam. Find your symptom below and work through the checks in order. Each check takes a minute or two.

Before you start#

• Note the exact error message or bounce text. Copy it; do not paraphrase.
• Try webmail at https://webmail.finitehost.com. If webmail works and an app does not, the problem is the app's settings. If webmail does not work either, it is the password, the plan or the DNS.
• Check that your plan is active on the panel's Overview page.

Mail does not arrive#

1. Is the MX record right? Run nslookup -type=mx acme.in 1.1.1.1 (with your domain). It must show mx1.finitehost.com and nothing else. If it shows your old provider, fix the DNS (Email DNS records).
2. Does the mailbox exist exactly as written? Check the address in Email → Email accounts. info@acme.in and infos@acme.in are different mailboxes; there are no catch-all addresses.
3. Is the mailbox full? Look at the storage indicator in webmail. A full mailbox refuses new mail. See Limits and policies.
4. Is it in Spam or Junk? Check both folders in webmail. Also check any webmail rules that archive or delete mail (Rules and filters).
5. Was it delayed? First mail from an unknown server can be greylisted and arrive a few minutes late.
6. Did the sender get a bounce? Ask for it. The table below explains common ones.
7. Is the plan ended? From day 30 after the paid period, mail for the domain is rejected (Renewals and expiry).

Mail does not send#

1. Does it send from webmail? If yes, fix the mail app's outgoing settings: server mail.finitehost.com, port 587 + STARTTLS or 465 + SSL/TLS, sign-in required with the full address (Mail app settings).
2. Is the From address the mailbox itself? You can only send as the address you signed in with.
3. Did you hit a sending limit? After many messages in a short time (more than a quarter of the plan's daily allowance), sending is refused until the allowance refills. Wait an hour; see Email limits.
4. Is the message too large? Over 30 MB per message (10 MB per file in webmail) is refused.
5. Check webmail's Outbox. Webmail keeps messages that could not be sent there, with the reason. Use Retry once the cause is fixed (Undo, schedule and Outbox).

Cannot sign in#

1. Use the full address as the user name, in every app and in webmail.
2. Paste the password; do not type it. If you are not sure it is right, make a new one in the panel (Email accounts) and wait one minute.
3. Changed the password recently? Every device that still uses the old one keeps failing, and enough failures block your whole network for a while. Update all devices, then wait before retrying.
4. Webmail asks for an authenticator code and you no longer have the app: see Security and privacy in webmail.
5. Everyone on the plan is refused at once: the plan is suspended. Renew it; sign-in works again within minutes.

Mail goes to spam#

See Keep your mail out of spam. In short: check SPF, DKIM and DMARC pass in a test to Gmail, avoid bulk sending from a personal mailbox, and avoid spam-like content.

Bounce messages explained#

A bounce (also "non-delivery report") is a message sent back to you when delivery failed. The important line contains a three-digit code like 550 and a short reason.

Still stuck?#

Write to support@finitehost.com from your account's email address. Include:

• the mailbox address,
• the exact error or the full bounce (attach it or paste it),
• the time it happened (IST), and
• which app and device you used, or that it happened in webmail.

Never send your password; we never ask for it.

What's next#

• Mail app settings
• Email DNS records
• Limits and policies