Occasionally you may have issues receiving email from certain senders. This is most likely related to the spam filter. This can be adjusted, by both our team and by the customer in the control panel.
The following assumes that your email client is functioning normally and you are receiving other messages. If you cannot Send or Receive at all, please refer to the following article: https://help.justhosting.com/knowledgebase/article/i-cant-connect
Sender did not receive a bounceback: It May be Marked as Spam
It is possible the message was marked as spam. By default, our cPanel servers will store these messages in /spam. You can access this via webmail, and you can also subscribe to it via an IMAP folder in your mail client. You can then drag the emails in question back to your inbox as needed.
Should you notice repeated false positives, please contact us to adjust your whitelist settings, or if you are comfortable, you can adjust in cPanel under "Spam Filters". Please be sure to mind the instructions provided on screen.
Sender did receive a Bounceback
These bouncebacks should generally not occur, unless the source server happens to be on a RBL or DNSBL list which we subscribe to, or has originated traffic recently that has tripped our firewalls.
If this is the case, please obtain a copy of the bounceback from the sender, by alternative means such as a gmail account, and forward it to email@example.com
These bouncebacks often give us all the information we need to investigate and resolve these issues, so they are very important to obtain.
While the above scenarios are the most common, often there are other underlying issues that may need to be diagnosed by our team. Please contact us by your preferred method (https://justhosting.com/contact/
) and we will be happy to help.