Overview
Occasionally you may experience issues sending or receiving email or encounter bounce messages. This guide outlines some of the most common problems and how to resolve them when using Faciotech’s Linux‑based cPanel hosting.
Cannot log in or authentication errors
- Incorrect credentials – Make sure you use your full email address (for example, [email protected]) and the correct password. Passwords are case‑sensitive. If you have recently changed your password in cPanel or Webmail, update it in your mail client.
- Account suspension – If the hosting account is overdue or suspended, mail services may be disabled. Verify that your billing is up to date.
Cannot receive email
- Mailbox full – Each mailbox has a storage quota. If the quota is exceeded, new messages will bounce with a “quota exceeded” error. Log in to Webmail or cPanel and delete unnecessary messages, empty the Trash folder or increase the mailbox quota via Email Accounts.
- DNS/MX issues – For mail to reach your server, your domain must have valid MX records pointing to Faciotech’s mail server (typically mail.yourdomain.com). Ensure your domain is active and nameservers are set correctly. DNS changes may take several hours to propagate.
- Local filters and forwarders – Check any email filters or forwarders you have created in cPanel. An incorrectly configured filter or forwarder may redirect or discard messages.
Cannot send email
- Outgoing server blocked – Many ISPs block the default SMTP port 25 to reduce spam. Configure your client to use port 465 or 587 with SSL/TLS encryption, and ensure authentication is enabled.
- Recipient rejected your message – If you receive a bounce with a 550 or 554 error, the destination mail server may have rejected your message due to spam content or a blacklisted IP. Review the bounce message for clues, remove any suspicious content or attachments and try again. If the problem persists, contact our support team with the full bounce message so we can check the sending IP reputation.
- Large attachments – Our mail server imposes limits on attachment size (usually around 25 MB per message). Compress large files or use a file‑sharing service and include a link instead.
Connection and SSL errors
- Incorrect ports or encryption – Verify that you are using the correct ports and SSL/TLS settings described in the email client configuration article. For IMAP use port 993, POP port 995 and SMTP port 465 or 587.
- Firewall or antivirus software – Some local firewalls or antivirus programs can block outbound connections. Temporarily disable them to test, or add exceptions for your mail client.
Spam and junk filtering
- Incoming spam – Enable SpamAssassin and BoxTrapper in cPanel to filter junk mail. Review your spam folder regularly to rescue any legitimate messages.
- Outgoing messages flagged as spam – Avoid sending unsolicited bulk mail and do not include suspicious links or executable attachments. Use an SPF, DKIM and DMARC record for your domain to improve deliverability.
Getting assistance
If you continue to experience email problems after following the steps above, please contact Faciotech support. Provide details of the issue, including any error messages or bounce notices, the email address affected and the approximate time of the issue. Our team will investigate and assist you further.
