Troubleshoot email delivery

If an incoming or outgoing message is not delivered, try the
troubleshooting recommendations in this article.


  • Applies to: User
  • Difficulty: Challenging
  • Time needed: 1 hour
  • Tools required: Online email access

For more information about prerequisite terminology, see
Cloud Office support terminology.

Use the following steps to narrow down the reasons for incoming or outgoing

Troubleshoot incoming message delivery

  1. Log in to to
    verify that the message is not in the mailbox.

    If you see the message online and not in the
    local mail client,
    see Troubleshoot a failed email connection.

    Warning: If you confirm no new email arrives at,
    contact your account administrator and provide this article
    Set up DNS records for Cloud Office email.

  2. Search for the message in your mailbox. Try a variety of search criteria to
    determine whether you misplaced the message in a sub-folder.

  3. Check your Spam, Junk, and Trash folders for the message.

  4. Recover deleted email.

    a. Log in to
    b. Right-click Trash, for Rackspace Email users, or Deleted Items, for
    Exchange users, and select Recover Deleted Email from the menu.
    c. A pop-up box displays messages deleted within the last 14 days.

  5. Verify whether rules or filters exist to move or delete messages on your
    local mail client.

  6. Allow time to ensure there is not a message delay.

  7. Investigate whether the sender received a bounce message. If so, see
    Common email bounce messages for possible

  8. Determine if the message went to an alias, contact, group list, or
    distribution list because these types of addresses do not deliver any message
    flagged as spam.

    Note: Adding the sending address to your safelist does not correct this
    issue. No configuration allows the system to forward spam.

  9. Determine whether the receiving mailbox forwards to another mailbox.
    If so, a message flagged as spam does not forward.

  10. If you migrated from another provider, ensure the configuration includes the
    new server.

    After migrating your mailboxes to Rackspace Cloud Office from an external
    company, your mail client must connect to the mailbox on the new server. For
    example, if you are using Outlook to access your email, create a
    new profile that connects to your new mailbox at Rackspace. Instructions for
    configuring your mail client to connect with your migrated mailbox are at

  11. If you upgraded your mailboxes at Rackspace Cloud Office, check
    your mailbox configuration.

    When you upgraded your mailbox, the system might have duplicated it on
    another server. For example, if you upgrade a mailbox from Exchange 2007 to
    Exchange 2016, your data migrates from the Exchange 2007 mailbox to a new
    mailbox on Exchange 2016. This means that you must configure your local mail
    client to connect to the mailbox on the new server. For instructions on
    configuring your mail client after upgrading, log in to

Troubleshoot outgoing message delivery

  1. Log in to and try
    to send the message again.

    If you can send a message from webmail but not from a
    local mail client,
    you can verify that your SMTP settings are correct by logging in to the
    Email Help Tool.

  2. Determine whether you got a bounce message.

    If so, see Common email bounce messages for possible solutions.

  3. If you are sending from a
    local mail client,
    check your Drafts and Outbox folders for the message.

    If the message is in one of those folders, attempt to resend it.

  4. If you are sending to a contact, manually enter the email address and resend
    the message.

    Verify that the contact information is correct.

  5. Try to send the message from a computer connected to a different Internet network.
    For example, send from your home network or an alternative office network.

    Note: Office network changes can cause email disruptions. Contact your
    office network administrator if the preceding test is successful on an
    alternative Internet network.

  6. Verify with the recipient to see if your message ended up in a subfolder.

  7. Also, ask the recipient if your message got marked as spam.

    If your message shows as spam, see
    Best practices for sending person-to-person email
    to prevent this in the future.