Troubleshooting when email reception fails

Is your domain valid?

If you have not verified the domain information after acquiring the domain, the domain may become restricted.
When a domain is restricted, you cannot view websites or send/receive emails.

Please refer to the following page for domain information authentication.

About domain information authentication

Are there any mistakes in the nameserver settings?

If you purchased a domain other than mixhost, or if you use another company's external DNS, you will need to set the nameserver.

For information on setting nameservers, please refer to the following page.

How to check nameservers
How to change nameservers by a domain management company
Setting method when using an external name server (DNS server)

Have you checked your spam folder?

Even if nothing is set, emails may be sorted into the spam folder.
By default, the spam filter is enabled. To disable it, please refer to the following page.

Spam filter settings

Also, depending on the e-mail software used to receive the e-mail, even if there is an e-mail in the spam folder, notifications such as the new arrival mark may not be displayed.

Could you actually open the spam folder and check it?

Have you checked your email forwarding settings?

If you have set up email forwarding, we apologize for the inconvenience, but could you please check if you can receive emails with email forwarding disabled?

Email forwarding settings

Have you set up your email on another server in the past?

If you have set up e-mail on another server in the past, that setting may remain and cause you to not be able to receive e-mails.
Just in case, could you please check if all the settings that were set in the past have been deleted or if they have been changed?

Did you get an error message when you sent the email to yourself?

If there is no problem sending emails, but you cannot receive emails, could you check the operation by sending emails to yourself?
The cause may be described in error messages such as return emails (emails with errors).

By contacting us with the content of the displayed error message, we can investigate.

Are you able to receive webmail?

If you can receive emails via webmail but not with your email software, there is a high possibility that there is a problem with the settings of your email software.
Could you check the settings of your e-mail software by referring to the following page?

How to use webmail
How to set up email software

Check server failure information

If there is a problem with the server, you can check it from the following page.

mixhost Status

About support contents

We kindly ask for your understanding that we may not be able to provide guidance on how to use and set up email software such as Outlook and Thunderbird.
Please refer to our support policy for details on what is supported.

If you have an inquiry about not being able to receive emails, could you please let us know the following information?

  • Send address (From)
  • Receiving address (To, CC, BCC) (whether all emails or only specific emails can be received)
  • Date and time when reception became impossible (Date and time when reception was successful at the end)
  • If a return e-mail or error message is displayed, its contents


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