If e-mails are not received or cannot be sent, the cause is usually one of the following. Check these points one by one.
You are not receiving e-mail
- Mailbox full: When the quota is used up, new messages are rejected. Delete old messages (including the trash) or increase the quota in cPanel under Email Accounts > Manage.
- Spam folder: Check the "spam" or "Junk" folder in webmail as well as your filters and forwarders.
- DNS/MX: The domain's MX records must point to the correct mail server. After a nameserver change it can take a few hours.
You cannot send e-mail
- Wrong SMTP port: Use port 465 with SSL/TLS or 587 with STARTTLS. Many internet providers block port 25.
- No SMTP authentication: In your e-mail program, enable "Outgoing server requires authentication" with your full e-mail address and password.
- Wrong server: web hosting mailbox = mail.yourdomain.ch; e-mail package = mail.hoston.ch.
Your e-mails end up in the recipient's spam
- SPF and DKIM: These DNS records confirm that your server is allowed to send for your domain. In cPanel, check them under Email Deliverability. If the domain is managed elsewhere, the records must be set there.
- Content: Avoid image-only e-mails, shortened links and typical advertising phrases.
Blacklists and error messages
If you receive a bounce message mentioning a blacklist or an error code, open a ticket in the Client Area https://my.hoston.ch (Support > Open Ticket) or write to support@hoston.ch. Include the full error message. The current system status is shown at https://status.hoston.ch.
