Start by checking whether the problem affects sign-in, receiving, sending or only one mail app. Avoid deleting accounts, changing DNS or resetting several passwords at once. Those changes can hide the original problem or remove locally stored mail.
Confirm which email service you use
- For the separate ArkHost Hosted Email product, use the current IMAP, SMTP and DNS values in your service's Setup tab.
- For mail included with DirectAdmin web hosting, use your hosting service's IMAP and SMTP settings. Hosted Email settings are not interchangeable with these.
Static hosting does not include mailboxes. A domain or working website alone does not mean an email account exists.
Compare webmail with your mail app
Open webmail using the link supplied for your service. Try signing in, then send one short test message to an external mailbox and reply from there. Record the time and timezone.
- If webmail works but the app fails, check the app's incoming and outgoing settings separately. Use the full email address as the username and enable SMTP authentication.
- For Hosted Email with two-factor authentication enabled, use an app password in the mail app, as described in the setup guide.
- If neither works, save the exact error. Check that the mailbox exists, is enabled and that you are using its password, not your ArkHost Client Area password.
- For connection or certificate errors, confirm the supplied hostname, encryption and port. Do not bypass certificate warnings or disable encryption. Try another trusted network to help isolate a local connection problem.
A successful sign-in proves authentication works. It does not prove a message reached its recipient. Likewise, receiving mail does not confirm that outgoing SMTP settings are correct.
If messages are missing or rejected
Check Junk, filters, forwarding rules and mailbox storage usage. Check the hosting account's disk usage too if you use hosting mail. A full mailbox can prevent delivery. Do not empty folders or delete mail as a first test. Export important messages before any cleanup, or ask support about storage options.
Hosted Email users can also review the Spam tab and quarantine. Release only messages you recognize as legitimate. Avoid broad allow rules or turning off filtering.
If the problem followed a DNS or website move, compare the published MX and authentication records with your email provider's current requirements. For Hosted Email, follow the DNS guide. Do not replace SPF without preserving other authorized senders.
Keep the complete bounce message and its error code. For a delivered message in spam, retain the original message headers, including Message-ID and authentication results. SPF, DKIM and DMARC help receivers assess mail, but correct records do not guarantee inbox placement.
Send support a useful example
Open a support ticket with the service, affected mailbox, sender and recipient, test time with timezone, exact error, and whether webmail or other users are affected. Include relevant headers or bounce diagnostics, not unrelated message content. Never send mailbox passwords, app passwords or verification codes.
