Missing email is frustrating, but the cause is almost always one of a handful of things. Work through this checklist in order.

Step 1: Check Webmail First

Log in to webmail (webmail.yourdomain.com). If messages appear there but not in your mail app, the problem is your app’s settings — not the server. Recheck IMAP/SMTP settings and password.

Step 2: Check the Obvious

• Spam/junk folder — legitimate mail often lands here, especially from new senders.
• Mailbox full? In Plesk check Mail → your address — a full mailbox silently rejects new mail. Delete old messages or raise the quota.
• Forwarding rules — is mail being forwarded elsewhere? Check the address’s Forwarding tab in Plesk.

Step 3: Check Your MX Records

If nobody can email you, DNS is the usual culprit:

1. Your domain’s MX record must point to your mail server (e.g. mail.yourdomain.com).
2. If you recently changed nameservers, MX records may have reset — see our DNS records guide.
3. Using Google Workspace or Microsoft 365? Then MX records must point to their servers, not ours.

Step 4: Check the Sending Side

• Ask the sender if they got a bounce-back message — it usually names the exact problem.
• Send a test from an external account (Gmail) to see if mail arrives.

Still Stuck?

Open a support ticket and include: the affected address, when it last worked, a sender who can test, and any bounce messages. We can trace delivery in the mail server logs.