What you see
The message left your mailbox, but the recipient says they didn't get it. Or a notice arrived in your mailbox saying the message wasn't delivered.
Why it happens
- The message may have been delivered and gone to spam on the recipient's side.
- The recipient's server may have rejected the message. The notice you get back explains why.
- The address may have been mistyped.
- If the recipient is a mailbox of your company with no license, it does not receive email, and the bounce notice says the mailbox is inactive.
- If you sent to many recipients in a short time, you may have reached the limit of recipients per hour. In that case, wait until the next hour starts and send again.
What to do
- Open the Sent folder in webmail and confirm that the message went out and that the recipient's address is correct.
- If you got an error notice, read the reason. The Bounced email explained page shows what each notice means.
- Ask the recipient to look for the message in their spam folder. If it's there, see Your emails land in spam.
- If the notice says the recipient's mailbox is inactive and that mailbox belongs to your company, it may have no license. Ask whoever manages your company's email to assign a license to it: without a license, the mailbox does not receive email.
- Ask whoever manages your company's email to track the message. Tracking covers the last 180 days and shows whether the message was delivered, rejected (with the reason) or is still in the queue. See Track an email.
When to contact support
Contact our team if:
- the message shows as delivered and the recipient insists it isn't in any folder;
- you don't understand the reason in the error notice. Tell us the recipient, the date and time you sent it, and copy the text of the notice.
To speed things up, include your email address (never your password), what you tried, the exact error message and the approximate date and time. See the channels on Support.