Resolving Common Cloud Mail Issues: Troubleshooting Guide
Overview
In this article, we will discuss:
- I Cannot Access My Cloud Mail Account
- I Need to Restore Messages That I Deleted
- I Cannot Receive Emails Being Sent to Me
- Email Not Forwarding
- Account is Not Loading/Account is Very Slow
- Email Delivery Timing is Excessive
- POP3/IMAP Connection Issue
- Spam Filter is Not Strong Enough
- Spam Filter too Strong or Incoming Addresses are Blacklisted
- Review
I Cannot Access My Cloud Mail Account
It is vital that you clear your cache and try logging in from a different browser and device. If you have set up a password recovery email, click the Forgot Password? link in the login page, then enter the code sent to your recovery email.
If you haven't set up a password recovery email, your account administrator can change your password inside the Account Manager. If the issue persists, reach out to customer support via chat for further investigation.
I Need to Restore Messages That I Deleted
If you have Professional Email or Professional Email Plus, you can recover a deleted email before it is permanently deleted from the Trash folder. However, if you didn't delete the email and cannot find the deleted items in the Trash folder or in any folders you have, reach out to customer support via chat.
I Cannot Receive Emails Being Sent to Me
If you are aware that emails are being sent to you yet haven't received them in your Inbox, make sure you check your Spam folder. You can also check other folders where certain email addresses or domain names may be filtered. If emails are still nowhere to be found, add the sender to your allowlist, then ask them to resend the emails.
Email Not Forwarding
If you are having trouble forwarding your emails to another email address, verify if you have set up auto-forwarding correctly. See How to Automatically Forward Emails in Cloud Mail
Account is Not Loading/Account is Very Slow
Please follow the troubleshooting tips below if Cloud Mail is loading slowly or won't load.
- Clear cache, then log in to your email.
- If the email is still not loading, try to use another browser. You can also use your browser's private browsing mode.
- If the issue persists, reach out to customer support via chat.
Email Delivery Timing is Excessive
Check if the email is in your Spam folder or filtered to another folder. Make sure to read the email header for the timestamp and check if there was a delay compared to the message received timestamp. If the difference seems excessive, reach out to customer support via chat.
To check the email header, please follow the steps below.
- Open the email, then click More actions or the horizontal ellipsis at the top of the email.
- Select View source in the menu.
- A pop-up appears showing the email header.
POP3/IMAP Connection Issue
If you are having issues connecting to POP3/IMAP, please refer to Troubleshooting POP/IMAP Issues in Your Email Client. If the issue persists, reach out to customer support via chat.
Spam Filter is Not Strong Enough
If the spam filter did not flag an email as spam, you can manually mark it as spam or add conditions to your spam filter rule. You can also add the sender to your if you want to stop receiving emails from them.
If you have Professional Email or Professional Email Plus, you can use the anti-phishing protection? feature in Cloud Mail as an extra layer of protection in case you open a spam email.
Spam Filter too Strong or Incoming Addresses are Blacklisted
If you are missing essential emails and find them sitting in your spam folder, you can add the sender’s email address to your allow list or create a filter rule to ensure that their emails are shown in your Inbox or whichever folder you prefer for the email to show in. You can also manually mark it as Not Spam to automatically move it to your Inbox.
Review
This guide has addressed a range of common Cloud Mail issues, offering step-by-step solutions to help you overcome email challenges. From email delivery issues, login difficulties, or spam filter complexities. By following the steps provide in this article you can maintain a smooth and efficient Cloud Mail Experience.