- Receiving servers are currently available in ten regions. Choosing the receiving server closest to your business helps you receive emails faster and more reliably.
- Click to view: How to choose a receiving region
- You need to configure receiving DNS records before receiving emails; otherwise, emails cannot be received normally.
- Click to view: Receiving DNS setup guide. If you do not know how to configure it, contact customer support for remote setup
- If this is your first time using GetMX Domain-Email, make sure you have followed the new user guide to purchase a domain and configured receiving DNS records. Click to view: New user guide
- Use Gmail or Hotmail to send an email to the GetMX mailbox that cannot receive emails and test whether it can receive emails normally. Note: send to the exact mailbox that cannot receive emails; it is not necessarily the primary mailbox. If it cannot receive emails, send the sender feedback and screenshots to customer support.
- Go to Mailbox Management - Receiving Logs to check whether there are receiving logs. If it shows
Receiving failed, scroll to the right and check the Error Log field to see the reason for the failure.
- Check whether the catch-all receiving feature is enabled. After renewal is interrupted, catch-all receiving is automatically disabled and must be manually enabled after renewal (GetMX admin panel, Domain Email - Manage Mailbox - Catch-all Configuration).
- Check whether the domain is resolving normally. The resolution status must show as correct (you need to check the resolution status in the domain purchase platform).
- The sending region and receiving region are far apart, and the network may not be connected, causing emails to be received slowly or not at all. Refer to the slow receiving troubleshooting steps in the next question.
- For a new domain, or if the sender sent an email when the mailbox did not exist, the sender may think the mailbox does not exist and cache that status, so it will no longer continue sending emails (you can only contact the sender to refresh the sending cache).
- Check whether the sender is sending emails normally (contact the sender to troubleshoot).
First, confirm that your issue is slow email receiving, not being unable to receive emails. If you cannot receive emails, click to view: Why can't my mailbox receive emails?
- Open Receiving Logs, scroll right to Sending Logs, and copy the IP address. Make sure not to include the port number (remove the colon and the part after it).
- Search the copied IP address on Google to determine the country where the IP is located.
- In the receiving region settings, switch to a region close to the IP address. Click to view: How to choose a receiving region
- After changing the region, remember to update the DNS records in your domain admin panel accordingly. Click to view: How to configure receiving DNS. After the change is successful, wait a few hours before testing email receiving again (the exact effective time depends on the DNS cache settings of your domain platform, up to 72 hours).
- The sending region and receiving region are far apart, and the network may not be connected, causing emails to be received slowly or not at all. Refer to the slow receiving troubleshooting steps above.
- The sender is sending too many emails at the same time, causing a queue. Contact the sender to troubleshoot.
- GetMX may be experiencing an issue. You can use Gmail to send a test email to your own mailbox. If the delay is also severe, contact customer support for troubleshooting.
- Check whether the mailbox catch-all receiving feature is disabled. You need to create sub-mailboxes to receive emails.
- Check whether one-click catch-all receiving is disabled. You need to create a custom catch-all rule to reduce the sub-mailbox range hit by catch-all receiving. Click to view: How to enable custom catch-all receiving
- Check whether email spam filtering is enabled. Click to view: How to enable spam filtering
- Check whether receiving rule filtering is enabled to discard spam emails. Click to view: How to enable receiving rules
Receiving sub-mailbox: a sub-mailbox record generated during email receiving or sender probing.
- The following two reasons may cause inaccurate collection:
- This is only a receiving log, and collected records will be logged (Scale receiving logs are not currently collected). When using overseas regions for receiving, overseas network fluctuations can be significant. Occasional network exceptions may cause log collection failures or inaccurate first collection times.
- The issue of sub-mailboxes under a domain being scanned by EDM providers is common in the email industry. During scanning, a sub-mailbox record is also generated. Once scanned, many sub-mailbox records that have not actually received emails may be created, causing interference.