First identify whether the problem affects one app, one mailbox or the whole domain.

What to do

  1. Test the mailbox in webmail. If webmail works, compare your device settings with Connect Devices.
  2. Check mailbox quota and account disk usage. A full mailbox or hosting account can prevent new messages.
  3. For incoming mail, check the authoritative MX records and whether the domain uses local or external mail routing.
  4. For outgoing failures, save the complete bounce message and error code. Include sender, recipient and time in an authenticated ticket, redacting unrelated message content.

Good to know

Do not send mailbox passwords. A successful send from your app does not guarantee that the recipient accepted or placed the message in the inbox.

Related help

Reviewed October 18, 2026. Need help? Contact JIJ support.

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