Problem description
An external sender sends an email to multiple recipients. Other mailboxes receive the email, but an Alibaba Mail account does not.
Problem cause
When an email is sent to multiple recipients, it is split and delivered separately to each one. This is why other recipients might receive the email, but the Alibaba Mail account does not. The Alibaba Mail mailbox may not receive the email for the following reasons:
The recipient's email address is incorrect. As a result, Alibaba Mail does not receive the email.
Alibaba Mail received the email but rejected or blocked it because it did not comply with security policies.
Solutions
If Alibaba Mail rejects or blocks an email, the recipient is not notified. However, Alibaba Mail sends a bounce email with an error message to the sender. Ask the sender if they received a bounce email from Alibaba Mail and proceed based on the result:
The sender received a bounce email from Alibaba Mail: Resolve the issue based on the error message in the bounce email.
The sender did not receive a bounce email from Alibaba Mail: This indicates that the email was not delivered to Alibaba Mail. Therefore, Alibaba Mail could not accept the email or provide an error message. Check that the recipient's email address was entered correctly.
Applies to
Alibaba Mail