Email troubleshooting checklist

Start by matching your problem below. If you’re not sure which email product you have, see Which Ruachost email do I have?

Problem	Go to
Can’t log in, or password not accepted	Can’t log in to your email
Can send but not receive	You can send emails but can’t receive them
Can receive but not send	Able to receive emails but not send
A specific email never arrived	Missing emails
Your emails land in spam	Preventing outgoing email from being marked as spam
Gmail warns it “couldn’t verify” your domain	Fixing Gmail’s “couldn’t verify” warning
“Mailbox full” or “quota exceeded”	Exceeding mailbox storage quotas
“Max defers and failures” error	Fixing the max defers and failures error
Email app or phone won’t connect	See step 3 below

1. Check webmail first

Log in to webmail. See How do I log in to my webmail?

• Webmail works: your mailbox is fine, and the problem is in your email app or device. Go to step 3.
• Webmail doesn’t work either: go to step 2.

2. Check the domain and DNS

• Is the domain active? An expired or suspended domain stops all email. Check Domains → My Domains in the client area.
• Do the MX records point to the right place? For cPanel email they should point to your domain on our server (they’re set up automatically when you use nsa.ruachost.com and nsb.ruachost.com). For Business Email, they should be mx01.emailpnl.com and mx02.emailpnl.com. See Managing DNS records.
• Recently changed nameservers or MX records? Allow up to 24–48 hours. See DNS propagation explained.

3. Check your email app settings

Compare your app’s settings with the correct ones, especially the server names, ports and security type:

• cPanel email: Email settings for apps and devices
• Business Email: Access parameters

Then:

• Make sure the username is your full email address.
• If you recently changed the password, update it in every app and phone that uses the account.
• Remove the account from the app and add it again.
• Gmail app users: Gmail no longer fetches mail by POP. See Using your website’s email with Gmail.

4. Check for blocks and limits

• Too many wrong passwords can block your IP address. Wait 15–30 minutes, or open a ticket with your IP address so we can unblock it.
• Sending limit: cPanel email can send 200 emails per hour. See Email sending and mailbox limits.
• Attachments: very large attachments can bounce. See When I send an email with an attachment, it bounces.

Still not working?

Open a support ticket with:

• the email address affected
• the exact error message, or a screenshot
• if a message bounced, the full bounce message

That helps us find the cause quickly.