Why am I not receiving emails?

If emails aren't showing up in your inbox, it's usually caused by one of a handful of common issues, like a DNS setting, a filter, or a spam folder catching them. This article is for anyone using Titan Mail who has noticed missing emails and wants to find out why. Work through the sections below in order to find the cause and fix it yourself, without needing to contact support.
 

Incorrect DNS records

Cause: Your domain needs a setting called a MX record, which tells the internet where to deliver your email. If your domain's MX record doesn't point to Titan or there is no MX record added for your domain, incoming email cannot reach your inbox at all.

Fix: Ensure that your domain's MX record points to Titan Email. If you need guidance to set this up, see How to receive emails through Titan Mail.

DNS propagation delay

Cause: If you've recently changed your domain's nameservers or the MX records, those changes take time to spread across the internet. This can take up to 24 hours in some cases.

Fix: If you've made DNS changes recently, wait for a few hours before troubleshooting further. Repeating the same checks or making more changes during this window won't speed things up and can sometimes cause the propagation to delay further.
 

Wrong email client settings

Cause: If you use an email client like Outlook, Mac Mail, or Thunderbird, missing emails can be caused by incorrect incoming server settings, ports, username, or password in that app.

Fix:

• Double-check your incoming mail server address, port, username, and password against Titan's recommended settings. See Configure third-party apps for setup steps by app.
• Open Titan Webmail in a browser and check if the missing emails appear there. If they do, the issue is with your email client, not your Titan account.

A filter is moving your mail

Cause: Filters sort incoming email into folders based on rules you set up, like sender, subject, or keywords. A filter can move mail out of your inbox before you ever see it.

Fix:

• In Titan Webmail, check your filter and rule settings for anything that could be redirecting the missing emails.
• Check for filters or rules in any local email client you use as well, since they can apply separately from Titan Webmail.
   

Mail is landing in spam or junk

Cause: Titan automatically sends suspicious-looking emails to your Spam or Junk folder instead of your inbox. An email can get flagged for reasons like a misleading subject line, a missing physical address, or wording commonly used in spam.

Fix:

• Check your Spam or Junk folder for the missing email.
• If you find it there, mark it as not spam and whitelist the sender for future.

Mail is landing in Trash

Cause: Incoming emails can land in trash folder due to a sender email address or domain name getting added to the Blocklist. Also, having a rule present to move certain emails to trash can cause the issue too.

Fix:

• Review your rules added.
• Check and remove the sender domain/email address from the Blocklist.
   

The sender received a bounce-back

Cause: If an email couldn't be delivered to you, the sender's mail server usually sends them a bounce-back message explaining why.

Fix:

• Ask the sender to check whether they received a bounce-back message.
• If they did, see Understanding Incoming Email Reject Codes to understand what it means and how to resolve it.