The exact MX hostnames, priorities, delivery destination and outbound relay settings must come from the activated filtering service rather than a generic example.
Applies to: Email Spam Filtering
Email Spam Filtering sits in the mail-delivery path. Incorrect MX or destination settings can interrupt mail, so record the previous configuration and validate inbound delivery after every change.
Before you start
- Confirm the active product or addon and the domain or user it protects.
- Record the current settings before changing them.
- Allow for DNS caching and avoid making unrelated DNS changes during the same maintenance window.
Step-by-step
- Record the current MX, SPF and mail destination and confirm the domain’s active mailboxes.
- Activate the filtering service and copy the exact assigned inbound MX records and priorities.
- Configure the protected destination or delivery route before changing public MX records.
- Add every required MX value exactly and remove old direct-delivery MX entries only when the filter documentation instructs this.
- Update SPF or outbound smarthost settings when outbound filtering is enabled, using the service-specific values.
- Test inbound mail from several external providers and outbound replies, then use message trace to confirm the filtering path.
- Keep the previous records for rollback until the old TTL expires and delivery is stable.
Confirm the result
- The service dashboard shows the intended setting or activation state after reload.
- A live test from a separate session or device confirms that the customer-facing service works as expected.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| Some networks show the new result while others show the old one. | Recursive DNS caches have not expired or authoritative nameservers do not return consistent data. | Check the authoritative answer first, compare all listed nameservers and wait for the previous TTL before making another change. |
| The domain returns NXDOMAIN or SERVFAIL. | The zone is missing, delegation is wrong, DNSSEC is broken or an authoritative server is not responding. | Verify delegation at the registry, confirm the zone exists on every authoritative server and remove stale DS records only through a controlled DNSSEC rollback. |
| Receiving works but sending fails. | SMTP authentication, the outgoing hostname, port or encryption mode is incorrect. | Use the full email address as the username and the exact secure SMTP settings supplied for the hosting service; do not use unauthenticated port 25 from a mail client. |
| The same mailbox works in webmail but not on one device. | The mailbox is healthy and the fault is in the device profile, saved password, certificate warning or local network. | Remove only the affected account profile after recording settings, then add it again with IMAP so server mail is not deleted. |
Important notes
- Make production changes in a planned window, keep the old configuration recorded and avoid changing several dependent services at the same time.
- Mailbox storage is part of the hosting plan's total storage allowance. Removing a device profile does not increase server quota, and POP settings can remove messages from the server.
When to contact Tudor Internet
Open a ticket through the Customer Portal when the checks above do not resolve the issue, when an action is unavailable for your service, or when continuing could risk data loss or service interruption. Include the following so the request can be investigated efficiently:
- The addon service and protected domain or user
- The plan or licence level
- The time the issue started and exact message
- Screenshots with credentials, tokens and personal data removed
Do not send passwords, private keys, full payment-card details, one-time authentication codes or unredacted identity documents in an ordinary support reply.
Related articles
- Activate Email Spam Filtering
- Create and troubleshoot MX records
- Set up SPF, DKIM and DMARC records
- Trace a missing filtered message
- How Email Spam Filtering works
Last reviewed: 2026-07-18.
