When someone says "I sent you an email and it bounced" or "your message never arrived", Track Delivery is the first place to look. It searches the server's mail logs for your account and shows the route, result and exact error for each message, both incoming and outgoing.
Before you start
- The sender or recipient address and roughly when the message was sent. Logs cover the last few days, so check soon after the problem.
Search for a message
- Open cPanel → Email → Track Delivery.
- In Recipient Email, type the address that should have received the message, for example
you@example.comfor incoming mail orclient@gmail.comfor mail you sent. Leave it empty to list everything. - Use the toggles to choose which results to show: Show Success, Show Deferred, Show Failures, Show In-Progress.
- Click Run Report.
- Use the table search box to filter by sender, subject or domain.
Read the results
| Icon / result | Meaning | What to do |
|---|---|---|
| Green check: Accepted / Success | The server delivered it to the mailbox or to the remote server | Ask the recipient to check spam or filters |
| Amber: Deferred | Temporary problem; the server retries for up to several days | Usually resolves itself; read the reason |
| Red: Failure / Rejected | Permanent error; the sender gets a bounce | Open the details and fix the cause |
| Archived / filtered | A filter or spam rule moved or discarded it | Review email filters |
Click the i (details) icon on a row to see the full report: sender host, recipient, router, transport, spam score, and the result text from the receiving server.
Common delivery messages
550 5.1.1 User unknown: the address does not exist. Check spelling or create the mailbox.Mailbox quota exceededor452 4.2.2: the recipient's mailbox is full. See fix a full mailbox.550 SPF check failed/DMARC policy: the sending domain's authentication is wrong. See SPF, DKIM and DMARC.JunkMail rejected ... listed ata blocklist: the sender's IP is blacklisted.The email has exceeded the max emails per hour: your domain hit the hourly sending limit. Messages are queued and retried later.421 ... try again lateror greylisting: temporary deferral by the remote server.
For a full list of bounce codes, see common email bounce errors explained.
Tip: If the report shows success but the recipient cannot find the mail, it was accepted by their provider and filtered there. Ask them to check spam and quarantine.
When nothing shows up
- No record at all for an incoming message means it never reached MdmHost: the sender typed a wrong address, or your MX records point elsewhere. Check MX records.
- Messages from your website that are missing usually mean the script sent from an address that does not exist or used PHP mail with a bad From header.
If you still cannot find the cause, open a support ticket with the sender, recipient and time, and we will check the server logs.