Not receiving email? A step-by-step checklist

If you can send email but aren't receiving some or all of it, work through this checklist. Most causes can be found in a few minutes.

1. Check Junk / Spam and your filters

• Sign in at hubforteams.com and check the Junk folder. If a good message is there, mark it Not Junk.
• Check any mail filters or rules you (or your email app) have set up that might move or delete messages.
• If mail shows in Hub but not on your phone or computer, the problem is the app. See How to set up Liberation Email on your phone or computer.

2. Is your domain active?

If your domain expired, all incoming email stops. Check its status under Domains in the Client Area (or at the registrar if the domain is registered elsewhere). Renew it right away. Email resumes within a few hours. See Domain renewals, auto-renew, and what to do if your domain expired.

3. Check your MX records

1. Go to MXToolbox and run an MX Lookup on your domain.
2. You should see only mx1.liberation.email and mx2.liberation.email.
3. If you see any other MX record (an old provider, or one pointing to your own domain name left over from old hosting), delete it. Extra MX records send part of your mail to the wrong place, which looks like "some emails never arrive".
4. If your nameservers were changed recently (for example to Cloudflare, Wix or a new web host), your email records may not have been copied over. Add them from DNS records needed for Liberation Email / Hub for Teams.

4. Is it only one sender?

• Ask the sender whether they got a bounce. If so, have them send it to you and see Emails bouncing back? How to read the bounce message and fix it.
• If a sender's emails are delayed rather than lost, it may be greylisting, a spam protection that briefly delays mail from new senders. Their server retries automatically and later messages arrive normally.

5. Forwarding

If the address forwards to another mailbox (for example Gmail), check the forwarder under Forwarders in your Hub for Teams manage page, and check the destination mailbox’s spam folder.

Still missing mail? Open a ticket with:

• the receiving address,
• the sender's address,
• the approximate date and time (with time zone) of a message that didn't arrive.

With those three details we can trace the message in our mail logs and tell you exactly what happened to it.

Still need help?

Open a support ticket and include the details listed above so we can resolve it on the first reply.