Email troubleshooting

If you are having problems sending or receiving email, or getting login errors or other issues when you're trying to set up an email client this guide should help you identify and resolve the problem in only a few simple steps.

  1. Check your MX records point to Krystal

    Mail Exchanger, or MX records allow mail servers on the internet to find out where to send email - in order for you to receive email your Krystal managed domains your MX records need to point to Krystal's mail servers.
    In a web browser visit intodns.com (external site link opens in a new window) - this is a third party tool that will report the current MX records for a domain. Type your domain in the box and click the report button:
    Scroll down through the resulting report to the MX section - you should see Krystal's MX records
    20 mx2.cloudhosting.co.uk
    10 mx1.cloudhosting.co.uk
    or
    20 mx2.krystal.co.uk
    10 mx1.krystal.co.uk
    or, if you are a reseller
    20 mx2.uksrv.co.uk
    10 mx1.uksrv.co.uk
    If you see anything other than Krystal's MX records (krystal.co.uk or cloudhosting.co.uk) it indicates that your email isn't currently being hosted (received by) Krystal's mail servers. This may be because it's still pointing at a previous provider, or you're using Gmail or Office365 or other external email service.
    To receive email via Krystal's email servers you'll need to add the correct MX records in your domains DNS.
    If this doesn't resolve your issue please proceed to Step 2.
  2. Check your login details
    The next most common issue is using incorrect login details.
    You can check this very easily by trying to login to webmail for your domain. We have a separate guide that will walk you through this - How do I login to my webmail.
    If you can login here then you can be sure your username and password are correct - if not it'll almost certainly mean you're using an incorrect password - you can reset this within cPanel and then re-test.
  3. Check your ports

    When setting up an email client, whether on a PC, Mac or phone you'll need to be sure you're using the right port numbers. Port numbers are used on a server to identify what service you're trying to connect to.
    All our email servers require a secure connection - so you'll need to ensure you setup your client to use TLS (often called STARTTLS) is preferred, or SSL if TLS isn't available - often there's a tick box in the settings (or advanced/more detail settings) for this. You will also need to use the following ports:

    Service

    Port

    SMTP (outbound/sending email)

    465 (SSL) or 587 (STARTTLS)

    IMAP (inbound/receiving email)

    993

    POP3 (inbound/receiving email)

    995

    Some mobile phone email clients may need you to view the advanced settings to add the ports. Others may not have a specific field for the port number, so you'll need to include it along with the server name e.g. mail.example.co.uk:587 or homeserver:587 - replacing example.co.uk with your domain and homeserver with your specific hosting server e.g. hera.krystal.co.uk:587
    We have a variety of client specific guides within the Email category in our knowledge base.
  4. Is the issue with sending email, receiving email or both?

    Problems sending email

    Do you receive an error message, or bounce-back - this will often yield useful information about the issue. If it doesn't help you reach a resolution directly you can open a support ticket via the Krystal Client Area - please include the following details:
    - The sender and recipient email addresses
    - The exact date/time you tried to send the message
    - Any failure message you received after sending the message
    If the bounce-back mentions a server blacklist, our team are likely to already be working on the issue and we will provide updates via krystalstatus.co.uk - link opens in a new window
    It is critical that you provide this information for a specific message that failed - without this we cannot determine the exact reason for the message failure.
    If you suspect that your email address is being used to send out spam, then we urge you to change your email password immediately, and let us know what you found. We will always investigate suspected unauthorised access as a priority.
    If we find any mailbox is being used to send spam, then we will shut down the mailbox (by randomising the password) or we will suspend the cPanel account, depending on the severity of the breech we find.
    Problems receiving email
    If your MX records, login details and ports are correct (you've completed steps 1, 2 & 3) then the next places to look for an issue will be;
    Check your account isn't over quota - this will stop you from receiving new email.

    Check your Email Routing is set correctly

    SpamExperts - our anti-spam solution, has email Destinations - to let it know where to route inbound email after it's been scanned. We need to check for a route to your hosting server. If you discover a missing or incorrect Destination at this point then you should also Clear the SpamExperts Callout Cache once you've updated it.
  5. If you're still having issues after completing all the previous checks and resolving any problems found please contact support, via chat, or by raising a support ticket through your Krystal Client Area.


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