Having trouble? This guide covers the most common issues with Email Delivery and Email Hosting, with step-by-step solutions.

Email Delivery Issues

domain_not_verified — Domain not verified

Cause: You’re trying to send from a domain that hasn’t been verified.

Fix:

1. Go to https://platform.cyberpersons.com/email/domains/
2. Check if your domain shows a green checkmark
3. If not, click Verify and ensure the TXT record is in your DNS
4. Wait 5–30 minutes for DNS propagation, then re-verify

rate_limit_exceeded — Too many emails

Cause: You’ve hit your plan’s rate limit (per-minute, daily, or monthly).

Fix:

• Check your current usage at https://platform.cyberpersons.com/email/delivery/
• For per-minute limits: slow down your sending rate
• For daily/monthly limits: upgrade your plan
• The API 429 response includes a retry_after field

account_inactive — Account suspended

Cause: Your account was suspended, usually due to high bounce rates or spam complaints.

Fix:

1. Check your bounce rate in the dashboard
2. Clean your mailing list to remove invalid addresses
3. Contact [email protected] to request reactivation

service_unavailable — No mail nodes available

Cause: Temporary infrastructure issue (very rare due to 4-node redundancy).

Fix: Wait 1–2 minutes and retry. If the issue persists, contact support.

send_failed — Delivery failed

Cause: The email couldn’t be delivered after trying multiple nodes.

Fix:

• Check the error message in https://platform.cyberpersons.com/email/logs/ for details
• Common causes: recipient’s server rejecting, invalid recipient, blocklisted domain
• For persistent issues, check your domain reputation and authentication records

Email Hosting Issues

Not receiving emails

Cause: MX record not configured or still propagating.

Fix:

1. Verify your MX record points to mail.cyberpersons.com (priority 10)
2. Check with whatsmydns.net that MX has propagated
3. Remove any conflicting MX records from other providers
4. Ensure domain status is “Active” in the hosting dashboard

Webmail login fails

Cause: Wrong password, or mailbox is suspended/disabled.

Fix:

• Double-check you’re using the full email address (e.g., [email protected])
• Reset the mailbox password from the hosting dashboard
• Ensure the mailbox status is “Active”
• Try the auto-login from the dashboard to bypass password issues

IMAP/POP3 connection refused

Cause: Wrong server/port settings or protocol disabled.

Fix:

• Verify settings: mail.cyberpersons.com, IMAP port 993 (SSL), POP3 port 995 (SSL)
• Check that IMAP/POP3 is enabled for this mailbox in the hosting dashboard
• Make sure your client is using SSL/TLS, not plain-text connections
• See Configuring Email Clients for detailed setup

Mailbox full

Cause: Storage quota exceeded.

Fix:

• Delete old emails, especially from Sent and Trash folders
• Empty the Trash folder to free space immediately
• Upgrade to a higher plan for more storage per mailbox

DNS Issues

DNS records not propagating

• DNS changes can take up to 48 hours (usually 5–30 minutes)
• Check propagation at whatsmydns.net
• If using Cloudflare: make sure the record is DNS Only (grey cloud), not proxied (orange cloud)

Conflicting SPF records

You can only have one SPF record per domain. If you use multiple email providers, merge them:

// WRONG - two separate SPF records:
v=spf1 include:_spf.google.com ~all
v=spf1 include:spf.cyberpersons.com ~all

// CORRECT - merged into one:
v=spf1 include:_spf.google.com include:spf.cyberpersons.com ~all

DKIM record too long for DNS

Some DNS providers have a 255-character limit per TXT record string. Split the DKIM value into 255-character chunks. Most modern DNS providers handle this automatically.

Authentication Issues

SMTP authentication failed (535 error)

• Verify you’re using the correct SMTP credential (starts with smtp_)
• Credentials are case-sensitive
• If you’ve lost your password, create a new SMTP credential in the dashboard

API key rejected (403 error)

• Ensure the key starts with sk_live_ (not sk_test_ in production)
• Check the key has can_send permission for sending
• If using IP restrictions, verify your server’s IP is in the allowed list
• If using domain restrictions, verify you’re sending from an allowed domain

Still Need Help?

Contact our support team:

• Email: [email protected]
• Support portal: https://platform.cyberpersons.com/support/

Related Guides

• Documentation Hub
• Domain Verification & DNS Setup
• Sending Email via SMTP
• Sending Email via REST API
• Configuring Email Clients (IMAP & POP3)
• Plans, Pricing, and Rate Limits

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