In short: If email is not arriving, check the exact recipient address, mailbox quota and Spam folder first. Then confirm the domain's MX records and ask the sender for the complete delivery or bounce message.
Check the mailbox
- Sign in to webmail to separate a server-side problem from a mail-application problem.
- Check the Spam and Deleted folders and any filters or rules.
- Confirm the mailbox exists, is not suspended and has free quota.
- Check aliases, groups and forwarders for spelling mistakes or obsolete destinations.
Check the domain
The domain must have the intended MX records, and SiteWorx must be configured for local delivery when Virgo Networks hosts the mail. A recent nameserver or MX change may still be cached. Confirm that the domain has not expired.
Use the sender's evidence
If only one sender is affected, ask them for the full non-delivery report and the time, sender and recipient addresses. A screenshot saying only “failed” usually omits the SMTP status needed for diagnosis.
If mail appears in webmail but not the app
Recheck the IMAP hostname, port, encryption, complete username and password. Remove an incorrect POP3 configuration only after confirming that it has not stored the sole copy of important messages.
Contact support
Provide the sender, recipient, subject, date and time with timezone, and the complete bounce or SMTP response. Do not include mailbox passwords. See the InterWorx guides for mailboxes and spam filtering.
Website forms are a separate delivery path
If ordinary messages reach the mailbox but a website form does not, follow Why aren’t my website contact-form emails arriving?. The form, application and SMTP submission can fail even while the mailbox itself works.
If a sender received a non-delivery report, keep it and use Understanding email bounce messages and delivery failures.
