Work from the exact error, direction and timestamp to distinguish a mailbox setting from DNS, filtering or reputation problems.
Applies to: SiteWorx hosting email
Identify the direction of failure
| Result | Start with |
|---|---|
| Cannot sign in or receive | IMAP hostname, port 993, SSL/TLS, full username and password. |
| Can receive but cannot send | SMTP port 587, STARTTLS and outgoing authentication. |
| Message bounces | The full bounce code and recipient-domain response. |
| Message sends but is missing | Recipient spam/quarantine, message trace and sender authentication. |
| Only one device fails | The settings and saved password on that device. |
| All users at the domain fail | MX/DNS, service status and account storage/suspension. |
Work through the checks
- Check Service Status.
- Confirm the complete email address signs in to Roundcube webmail.
- Compare the device settings with the universal settings article.
- Send one test to an unrelated external provider and record the exact time.
- If there is a bounce, copy the complete diagnostic code and response.
- Check mailbox and hosting storage, forwarders, filters and DNS records.
- Avoid repeated retries if the account appears locked or the same rejection continues.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| Authentication failed. | The full email username is missing, the password changed or the device is repeatedly using an old password. | Update both incoming and outgoing credentials and stop other devices retrying the old password. |
| Relay not permitted. | SMTP authentication is disabled or the application is using port 25. | Enable authentication and use port 587 with STARTTLS. |
| The recipient rejects the message. | The bounce may cite policy, reputation, SPF, DKIM, DMARC or content. | Use the exact response to choose the bounce or reputation article; do not keep resending unchanged mail. |
When to contact Tudor Internet
Open a ticket through the Customer Portal if the steps above do not resolve the issue or if the required option is not available for your service.
- The sender and recipient addresses.
- The complete bounce or error text.
- The exact date/time and whether webmail works.
- Full headers for a delivered-but-misclassified message.
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
- Hosting email settings for any email application
- Resolve a full mailbox or quota warning
- Read an email bounce or non-delivery report
- Investigate email rejection caused by IP or domain reputation
- Set up SPF, DKIM and DMARC records
- Hosting email is not sending or receiving
Last reviewed: 2026-07-25.
