Having Trouble with Email? Let’s Fix It Together
Here’s What to Check
Evans
Last Update 2 months ago
Go to a domain lookup site like ICANN WHOIS.
Type your domain name (e.g. yourdomain.com) in the search box.
Click "Lookup" to see if the domain is active or expired.
(In our example, we searched for hostafrica.com, but you should enter your own domain name instead.)
Log in to your HostAfrica client area and ensure your hosting service is active (not suspended or expired).
From your HostAfrica client dashboard, use the built-in IP Block Check Tool as guided here: Unban/unblock your IP
This can tell if your IP has been blocked by the server’s firewall (often due to too many incorrect logins).
If blocked, you can request unblocking directly through the same interface or email support with your current IP address (find it by visiting: What is my IP address)
Log in to cPanel.
Go to Email → Track Delivery.
Use the search bar to enter the recipient's email address.
Uncheck the box labelled “Show Successful” to view only failed attempts.
Look at the ‘Results’ column to see any errors.
Click the (i) icon next to a message for more details.
Log in to DirectAdmin.
Navigate to Email Manager → E-mail Tracking.
You can search by time frame, email address, domain, and direction (inbound or outbound).
View the results and click the (i) icon for detailed error messages.
⚠️ If you see any errors or strange messages, take a screenshot or copy the message, and send it to our support team.
Go to Email → Email Deliverability.
This tool checks if your DNS records for email (like MX, SPF, DKIM) are correct.
If there are errors, you can click “Repair” if available.
If you see a warning that your nameservers (NS) are not under HostAfrica’s control, you’ll need to make DNS changes at the company managing your domain.
Sometimes, your local antivirus or firewall software (e.g., BitDefender, Norton, Kaspersky) may block mail ports or outgoing/incoming connections.
If you recently updated or installed security software:
Temporarily disable it and try sending/receiving mail again.
Alternatively, add your mail app (e.g., Outlook or Thunderbird) to the software’s “allowed” list or exceptions.
If you received a bounce-back error message, please:
Forward it to us as it often contains the exact cause of the issue (e.g., mailbox full, address doesn’t exist, blocked IP, etc.).
If no message is available, just let us know and we’ll help you trace it.
If the issue persists, please raise a support ticket as guided here 'Open Ticket' and include the following:
- The email address you're having trouble with.
Whether the issue is sending, receiving, or both.
A screenshot or copy of any error or bounce message.
A note on whether your IP was blocked (check via client area).
Confirmation that your domain and hosting are active.
Any steps you already tried from this guide.
If you are still unsure, just share what you have observed by opening a ticket directly from your client area, and we will take it from there.