Troubleshoot why an external recipient did not receive an email

Problem description

An external user does not receive an email sent from Alibaba Mail.

Possible causes

• The email failed to send.

• The recipient address is incorrect.

• The email was moved to the spam folder or another folder.

Solution

Follow these steps to identify the cause and resolve the issue:

1. Log on to the Alibaba Mail web client and go to the Sent folder.

2. Find the email that you sent to the external user and click it to open the message details page. Below the recipient's name, click the email delivery status bar to view the delivery status.

3. In the delivery status window that appears, check if the recipient address is correct and view the delivery status.

4. Take the appropriate action based on the status:

a. If the recipient address is incorrect, resend the email to the correct address.

b. The delivery status indicates that the email bounced from the server:

This indicates that the email failed to send. Check your inbox for the bounce email notification from the system and follow the instructions in the notification.

c. The delivery status indicates that the email was delivered to the recipient's mailbox:

This indicates that the email was successfully delivered. Ask the recipient to check their spam folder and inbox rules. The email might have been moved to the spam folder or another folder.

5. If the recipient still cannot find the email, ask them to contact their email service provider for assistance.

References

• Common bounce email errors and solutions

• Troubleshoot why you cannot send emails

• Troubleshoot email sending and receiving failures