Can not send email to domain?

This article provides general troubleshooting steps if you are not able to send emails from either Webmail or Mail Client.

Before you troubleshoot, make sure that your email is hosted on our server and your hosting account is in good status. If your hosting account is suspended, please contact us.

For Customers Using Webmail

Getting this error message when you try to log in to Webmail?

"Email address or password is incorrect"

1. Try again. Make sure to enter your complete email address (such as ) and your case-sensitive password.
2. If that doesn't work, then reset your email account password.
3. And if you're still getting this error message after a few or more failed login attempts, it's possible your IP has been temporarily blacklisted to stop what seems like suspicious activity. Wait two hours, and then try to log in again.

Once you're logged in, click Compose and send a test message to the same email address you're sending from. The sender and recipient should be the same.

• After clicking Send, did you get a bounceback message? Check out Common Email Bouncebacks
• Did the message fail to arrive at its destination?

If yes, wait five minutes, then check for new messages again. If it still hasn't arrived, check your email filters to make sure it wasn't moved to another folder. You may also check your spam or junk folder
 

If you did not get a bounceback message, have already checked your email filters and yet the message failed to arrive at its destination, please contact us. 

For Customers Using Mail Clients

This also applies to customers who's email accounts are configured on their tablets or mobile devices.

1. Send a test message to the same email address you're sending from. The sender and recipient should be the same.
2. Did you get an error message when you tried sending an email? 
   • "Authentication failed" Double-check your username which must be your email address (such as ) and case-sensitive password. Then try sending an email again
   • After clicking Send, did you get a bounceback message? Check out Common Email Bouncebacks
3. Did the message fail to arrive at its destination? Wait five minutes, then check for new messages again. If it still hasn't arrived, check your email filters to make sure it wasn't moved to another folder. You may also check your spam or junk folder.
4. Ensure that you have the correct outgoing email settings. See article, Email Client Setup for more information.
5. Unblock the ports in your local firewall or use a different ISP. 

Related Articles:

• Troubleshooting Common Email Issues
• I Can't Receive Emails
• How to Update MX Records - Mail Exchange Record - DNS Management
• Email Management: How to Upgrade Mailbox Storage

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You can't send email messages in Microsoft 365 from a domain that's set up for full redelegation

• Article
• 07/21/2022
• 2 minutes to read
• Applies to:Microsoft 365

In this article

Problem

When you try to send email messages in Microsoft 365 for business from a domain that's set up for full redelegation, some messages aren't sent. Additionally, you may receive a nondelivery report (NDR) that resembles the following:

"smtp; 550 SPF MAIL FROM check failed (PermError)"

Note

A domain that is set up for full redelegation is a domain in which the name server (NS) resource records point to Microsoft 365. Full domain redelegation is available only for Microsoft 365 for business subscriptions.

Solution

To fix this issue, follow these steps:

1. Use the NsLookup tool to check whether the NS resource records point to Microsoft 365. To do this, follow these steps:

   1. Click Start, and then, in the search box, type command prompt.
   2. In the list of results, right-click Command Prompt, and then click Run as administrator.
   3. At the command prompt, type nslookup, and then press Enter.
   4. Type set type=ns, and then press Enter.
   5. Type your domain name (for example, type contoso.com), and then press Enter.

   The NS resource records should point to two of the following:

   • ns1.bdm.microsoftonline.com
   • ns2.bdm.microsoftonline.com
   • ns3.bdm.microsoftonline.com
   • ns4.bdm.microsoftonline.com

2. If the domain was recently set up for full domain redelegation, wait 72 hours.

3. Use the NsLookup tool to perform a DNS lookup on the TXT (SPF) record. To do this, follow these steps:

   1. Click Start, and then, in the search box, type command prompt.
   2. In the list of results, right-click Command Prompt, and then click Run as administrator.
   3. At the command prompt, type nslookup, and then press Enter.
   4. Type set type=txt, and then press Enter.
   5. Type your domain name (for example, type contoso.com), and then press Enter.

   The TXT (SPF) record should resemble the following:

   "v=spf1 include:outlook.com ~all"

More information

For more information about the NsLookup tool, see NsLookup.

Still need help? Go to Microsoft Community.

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