Fix email problems

This page is for email on Web Hosting: mailboxes like you@yourbusiness.com that you create in cPanel. Work through the section that matches what you’re seeing.

The settings to check first

Most problems come down to one setting. Your hosting account’s page in the console (Web Hosting, then the account) shows them under Email settings:

	Server	Port
Incoming (IMAP)	`falcon.cloudzyro.com`	993, SSL
Outgoing (SMTP)	`falcon.cloudzyro.com`	465, SSL
Webmail	https://falcon.cloudzyro.com:2096

Use the full email address as the username, for example sales@yourbusiness.com.
Use the mailbox password, not your cPanel password or your Cloudzyro sign-in. Each mailbox has its own.
Reset the password if you’re not sure. In the console, open the hosting account and select Email accounts (or Open cPanel, then Email Accounts). Find the mailbox and change its password, then enter the new one in your email app.
Try webmail. Sign in at https://falcon.cloudzyro.com:2096. If webmail works but your app doesn’t, the problem is the app’s settings: check the server names and ports above.
Check the hosting is active. If the account shows Suspended in the console, email stops until it’s sorted. See Cancel a plan and get a refund.

Can’t send

Outgoing server: falcon.cloudzyro.com, port 465, with SSL turned on.
Turn on authentication for the outgoing server (“My outgoing server requires authentication” in many apps), using the same full email address and mailbox password as incoming.
Check the error message. If your app says the recipient’s server refused the message, the problem is often how your domain is set up for sending. See the next section.
Try sending from webmail. If that works, the problem is your app’s outgoing settings.

Each domain can send up to 300 emails an hour. Messages over that are held back and tried again later, so newsletters and bulk mail are best sent with a dedicated email service.

Mail goes to spam

Other email services trust your messages more when your domain says, in its DNS, which servers may send for it. Two records do this:

SPF: a TXT record listing the servers allowed to send your email.
DKIM: a signature on each message that proves it came from your domain.

cPanel can check and set up both for you.

In the console, open the hosting account and select Open cPanel.
Go to Email Deliverability.
If your domain shows problems, select Manage and use the suggested SPF and DKIM records.

Where you add them depends on where your domain’s DNS is:

Nameservers are ns1.cloudzyroserver.com and ns2.cloudzyroserver.com: cPanel can usually install them for you from Email Deliverability.
Domain bought with Cloudzyro and used with a site: add them in the domain’s Email records section in the console (MX, TXT and CNAME records). See Email records.
DNS somewhere else (for example Cloudflare): copy the records cPanel suggests and add them at that provider.

Other things that help: don’t send to large lists from your mailbox, and ask people who get your mail in spam to mark it as not spam.

Email isn’t arriving

Check the mailbox isn’t full. Each mailbox can have a size limit (quota). In cPanel’s Email Accounts, check its use against its limit, and raise the limit or delete old messages.
Check your hosting’s disk. The account’s page in the console shows disk use. When it’s nearly full the console warns you: when it’s full, email stops arriving and uploads fail. Delete old files, backups or email, or move to a bigger plan.
Check the domain’s MX records point to your hosting. If your nameservers are ours, this is set up for you. If your DNS is elsewhere, add an MX record for your domain pointing to mail.example.com (with your domain in place of example.com), priority 0, and an A record for mail pointing to 23.106.58.166.
Check spam and filters in webmail, in case messages are arriving but being moved.

Still stuck?

Use Get help in the console to chat with us, or email support@cloudzyro.com with the email address affected and any error message you see. See also Set up email.