Why Am I Not Receiving Emails on TrekMail?

You sent a test email and nothing arrived. A client says they emailed you but you have no trace of it. These situations are frustrating, but a short set of checks usually identifies where delivery stopped.

Work through the steps below in order. Most people find their answer in the first two.

Step 1: Check your domain DNS status

Incoming email depends first on the domain's MX records. If they do not point to TrekMail, another provider may receive the message or the sender may receive a bounce.

1. Go to Domains in the TrekMail dashboard
2. Click on the domain you are testing
3. Open the DNS status and look first at the MX result and any conflict shown for it

SPF, DKIM, and DMARC are important for mail you send. They are not a substitute for a correct MX record when you are investigating missing incoming mail.

If the MX result is not ready or shows a conflict:

• Click Verify DNS after saving the record at your DNS provider. It starts another DNS check; it does not bypass normal DNS caching.
• Open the DNS details or conflict view to compare the record TrekMail expected with the one it found.
• Correct the record at the provider that hosts your DNS, then check again after the provider has published the change.

Common DNS mistake: old MX records from a previous provider are still active. Compare the complete MX set in TrekMail with the records at your DNS provider. Do not delete a record until you know which service still needs it. You can also check the public MX result with a tool such as MXToolbox.

Step 2: Check that the mailbox exists and is active

Email sent to an address that does not exist usually returns a bounce to the sender unless a matching alias, forwarding address, domain alias, or catch-all handles it. A mailbox sign-in suspension does not normally stop inbound delivery, so first confirm that the address exists and that its domain is receiving mail.

1. Go to Mailboxes and search for the address you are testing
2. Confirm that the address is a current mailbox or that an alias or forwarding rule handles it
3. Check whether the mailbox was deleted or moved to a different domain
4. If it was deleted, use the available restore path promptly or create it again. Do not assume historical mail returns with a newly created mailbox.

Step 3: Check the Junk folder

Spam filters sometimes catch legitimate email, especially from new senders or senders without proper authentication.

1. Log in to TrekMail webmail for the affected mailbox
2. Open the Junk folder in the left sidebar
3. If you find the missing message, click Not Spam to restore it and teach the filter

Step 4: Check your storage quota

If the relevant mailbox or account storage is full, incoming messages can be rejected with a mailbox-full bounce. The sender must send the message again after space is available.

1. Go to Mailboxes and open the affected mailbox
2. Look at the storage indicator and the account's available capacity
3. If capacity is full, free space from mail or Drive, or increase capacity, then ask the sender to resend

Most mailboxes use shared account storage, which is also used by Drive. A mailbox with its own dedicated allocation follows that allocation instead. See Mailbox Storage and Quotas for the current limits and cleanup choices.

Step 5: Check if a catch-all is needed

If you are testing an address that has no mailbox, alias, forwarding rule, or domain-alias match, it bounces unless a catch-all is configured.

1. Go to Domains, then open your active domain.
2. Open Routing and find the Catch-all inbox setting.
3. If you want to receive unknown addresses, choose an active destination mailbox and save the routing change.

Send a new test to an unused address after saving. A catch-all is useful for typos, but it can also attract spam to the destination mailbox.

Step 6: Check forwarding rules and filters

If emails are arriving but vanishing before you see them, a forwarding rule or mail filter may be moving or discarding them.

1. Go to Mailboxes, open the affected mailbox, and review its forwarding settings.
2. Review its mail rules for actions that move a message to a folder or discard it.
3. Search All mail and the folders named by a rule before treating the message as missing.

Step 7: Ask the sender for the bounce message

If a sender reports a bounce, ask them to forward the full bounce text, including the date and time. Messages such as 550 User not found or 552 Mailbox full often point directly to the next check. Do not ask the sender to forward unrelated personal mail.

Frequently asked questions

I just added my domain. When will incoming mail start arriving? It starts after public DNS directs the domain's MX records to TrekMail and the mail route is ready. DNS providers and previous record TTLs can make this take different amounts of time. Use the DNS status details to see the specific record still missing or conflicting.

Email arrives at my old provider but not TrekMail. Is there a conflict? Possibly. Compare the live MX records with the set TrekMail shows. Mail senders choose among the published MX records using their priority values, so leaving an old provider in the set can split or redirect delivery. Plan the move before removing a provider that still receives important mail.

Is there a way to see delivery logs? The domain statistics page shows aggregate delivery and bounce information. For a specific message, support can investigate when you provide the sender or recipient address, approximate timestamp and timezone, domain, and the complete bounce text if there is one.