{"id":2550,"date":"2026-02-23T12:16:19","date_gmt":"2026-02-23T12:16:19","guid":{"rendered":"https:\/\/cyberpanel.net\/KnowledgeBase\/troubleshooting-common-issues\/"},"modified":"2026-02-23T12:17:20","modified_gmt":"2026-02-23T12:17:20","slug":"troubleshooting-common-issues","status":"publish","type":"post","link":"https:\/\/cyberpanel.net\/KnowledgeBase\/troubleshooting-common-issues\/","title":{"rendered":"Troubleshooting Common Issues"},"content":{"rendered":"<style>\n.kb-info-box { background: #e8f4fd; border-left: 4px solid #2196F3; padding: 16px 20px; margin: 20px 0; border-radius: 4px; }\n.kb-info-box.warning { background: #fff8e1; border-left-color: #ff9800; }\n.kb-info-box.success { background: #e8f5e9; border-left-color: #4caf50; }\n.kb-info-box.tip { background: #f3e5f5; border-left-color: #9c27b0; }\n.kb-info-box strong { display: block; margin-bottom: 4px; }\n.kb-table { width: 100%; border-collapse: collapse; margin: 20px 0; }\n.kb-table th, .kb-table td { border: 1px solid #ddd; padding: 10px 14px; text-align: left; }\n.kb-table th { background: #f5f5f5; font-weight: 600; }\n.kb-table tr:nth-child(even) { background: #fafafa; }\n.kb-code { background: #1e1e1e; color: #d4d4d4; padding: 16px 20px; border-radius: 6px; overflow-x: auto; margin: 16px 0; font-size: 14px; line-height: 1.5; }\n.kb-code .comment { color: #6a9955; }\n.kb-code .keyword { color: #569cd6; }\n.kb-code .string { color: #ce9178; }\n<\/style>\n<p>Having trouble? This guide covers the most common issues with Email Delivery and Email Hosting, with step-by-step solutions.<\/p>\n<h2>Email Delivery Issues<\/h2>\n<h3><code>domain_not_verified<\/code> &mdash; Domain not verified<\/h3>\n<p><strong>Cause:<\/strong> You&#8217;re trying to send from a domain that hasn&#8217;t been verified.<\/p>\n<p><strong>Fix:<\/strong><\/p>\n<ol>\n<li>Go to <a href=\"https:\/\/platform.cyberpersons.com\/email\/domains\/\" target=\"_blank\" rel=\"noopener\">https:\/\/platform.cyberpersons.com\/email\/domains\/<\/a><\/li>\n<li>Check if your domain shows a green checkmark<\/li>\n<li>If not, click <strong>Verify<\/strong> and ensure the TXT record is in your DNS<\/li>\n<li>Wait 5&ndash;30 minutes for DNS propagation, then re-verify<\/li>\n<\/ol>\n<h3><code>rate_limit_exceeded<\/code> &mdash; Too many emails<\/h3>\n<p><strong>Cause:<\/strong> You&#8217;ve hit your plan&#8217;s rate limit (per-minute, daily, or monthly).<\/p>\n<p><strong>Fix:<\/strong><\/p>\n<ul>\n<li>Check your current usage at <a href=\"https:\/\/platform.cyberpersons.com\/email\/delivery\/\" target=\"_blank\" rel=\"noopener\">https:\/\/platform.cyberpersons.com\/email\/delivery\/<\/a><\/li>\n<li>For per-minute limits: slow down your sending rate<\/li>\n<li>For daily\/monthly limits: <a href=\"https:\/\/cyberpanel.net\/KnowledgeBase\/plans-pricing-rate-limits\/\">upgrade your plan<\/a><\/li>\n<li>The API 429 response includes a <code>retry_after<\/code> field<\/li>\n<\/ul>\n<h3><code>account_inactive<\/code> &mdash; Account suspended<\/h3>\n<p><strong>Cause:<\/strong> Your account was suspended, usually due to high bounce rates or spam complaints.<\/p>\n<p><strong>Fix:<\/strong><\/p>\n<ol>\n<li>Check your bounce rate in the dashboard<\/li>\n<li>Clean your mailing list to remove invalid addresses<\/li>\n<li>Contact <strong>support@cyberpanel.net<\/strong> to request reactivation<\/li>\n<\/ol>\n<h3><code>service_unavailable<\/code> &mdash; No mail nodes available<\/h3>\n<p><strong>Cause:<\/strong> Temporary infrastructure issue (very rare due to 4-node redundancy).<\/p>\n<p><strong>Fix:<\/strong> Wait 1&ndash;2 minutes and retry. If the issue persists, contact support.<\/p>\n<h3><code>send_failed<\/code> &mdash; Delivery failed<\/h3>\n<p><strong>Cause:<\/strong> The email couldn&#8217;t be delivered after trying multiple nodes.<\/p>\n<p><strong>Fix:<\/strong><\/p>\n<ul>\n<li>Check the error message in <a href=\"https:\/\/platform.cyberpersons.com\/email\/logs\/\" target=\"_blank\" rel=\"noopener\">https:\/\/platform.cyberpersons.com\/email\/logs\/<\/a> for details<\/li>\n<li>Common causes: recipient&#8217;s server rejecting, invalid recipient, blocklisted domain<\/li>\n<li>For persistent issues, check your domain reputation and authentication records<\/li>\n<\/ul>\n<h2>Email Hosting Issues<\/h2>\n<h3>Not receiving emails<\/h3>\n<p><strong>Cause:<\/strong> MX record not configured or still propagating.<\/p>\n<p><strong>Fix:<\/strong><\/p>\n<ol>\n<li>Verify your MX record points to <code>mail.cyberpersons.com<\/code> (priority 10)<\/li>\n<li>Check with <a href=\"https:\/\/www.whatsmydns.net\/\" target=\"_blank\" rel=\"noopener\">whatsmydns.net<\/a> that MX has propagated<\/li>\n<li>Remove any conflicting MX records from other providers<\/li>\n<li>Ensure domain status is &#8220;Active&#8221; in the hosting dashboard<\/li>\n<\/ol>\n<h3>Webmail login fails<\/h3>\n<p><strong>Cause:<\/strong> Wrong password, or mailbox is suspended\/disabled.<\/p>\n<p><strong>Fix:<\/strong><\/p>\n<ul>\n<li>Double-check you&#8217;re using the full email address (e.g., <code>john@yourcompany.com<\/code>)<\/li>\n<li>Reset the mailbox password from the hosting dashboard<\/li>\n<li>Ensure the mailbox status is &#8220;Active&#8221;<\/li>\n<li>Try the auto-login from the dashboard to bypass password issues<\/li>\n<\/ul>\n<h3>IMAP\/POP3 connection refused<\/h3>\n<p><strong>Cause:<\/strong> Wrong server\/port settings or protocol disabled.<\/p>\n<p><strong>Fix:<\/strong><\/p>\n<ul>\n<li>Verify settings: <code>mail.cyberpersons.com<\/code>, IMAP port <code>993<\/code> (SSL), POP3 port <code>995<\/code> (SSL)<\/li>\n<li>Check that IMAP\/POP3 is enabled for this mailbox in the hosting dashboard<\/li>\n<li>Make sure your client is using SSL\/TLS, not plain-text connections<\/li>\n<li>See <a href=\"https:\/\/cyberpanel.net\/KnowledgeBase\/configuring-email-clients-imap-pop3\/\">Configuring Email Clients<\/a> for detailed setup<\/li>\n<\/ul>\n<h3>Mailbox full<\/h3>\n<p><strong>Cause:<\/strong> Storage quota exceeded.<\/p>\n<p><strong>Fix:<\/strong><\/p>\n<ul>\n<li>Delete old emails, especially from Sent and Trash folders<\/li>\n<li>Empty the Trash folder to free space immediately<\/li>\n<li>Upgrade to a higher plan for more storage per mailbox<\/li>\n<\/ul>\n<h2>DNS Issues<\/h2>\n<h3>DNS records not propagating<\/h3>\n<ul>\n<li>DNS changes can take up to 48 hours (usually 5&ndash;30 minutes)<\/li>\n<li>Check propagation at <a href=\"https:\/\/www.whatsmydns.net\/\" target=\"_blank\" rel=\"noopener\">whatsmydns.net<\/a><\/li>\n<li>If using Cloudflare: make sure the record is <strong>DNS Only<\/strong> (grey cloud), not proxied (orange cloud)<\/li>\n<\/ul>\n<h3>Conflicting SPF records<\/h3>\n<p>You can only have <strong>one SPF record<\/strong> per domain. If you use multiple email providers, merge them:<\/p>\n<pre class=\"kb-code\"><span class=\"comment\">\/\/ WRONG - two separate SPF records:<\/span>\nv=spf1 include:_spf.google.com ~all\nv=spf1 include:spf.cyberpersons.com ~all\n\n<span class=\"comment\">\/\/ CORRECT - merged into one:<\/span>\nv=spf1 include:_spf.google.com include:spf.cyberpersons.com ~all<\/pre>\n<h3>DKIM record too long for DNS<\/h3>\n<p>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.<\/p>\n<h2>Authentication Issues<\/h2>\n<h3>SMTP authentication failed (535 error)<\/h3>\n<ul>\n<li>Verify you&#8217;re using the correct SMTP credential (starts with <code>smtp_<\/code>)<\/li>\n<li>Credentials are case-sensitive<\/li>\n<li>If you&#8217;ve lost your password, create a new SMTP credential in the dashboard<\/li>\n<\/ul>\n<h3>API key rejected (403 error)<\/h3>\n<ul>\n<li>Ensure the key starts with <code>sk_live_<\/code> (not <code>sk_test_<\/code> in production)<\/li>\n<li>Check the key has <code>can_send<\/code> permission for sending<\/li>\n<li>If using IP restrictions, verify your server&#8217;s IP is in the allowed list<\/li>\n<li>If using domain restrictions, verify you&#8217;re sending from an allowed domain<\/li>\n<\/ul>\n<h2>Still Need Help?<\/h2>\n<p>Contact our support team:<\/p>\n<ul>\n<li><strong>Email:<\/strong> <a href=\"mailto:support@cyberpanel.net\">support@cyberpanel.net<\/a><\/li>\n<li><strong>Support portal:<\/strong> <a href=\"https:\/\/platform.cyberpersons.com\/support\/\" target=\"_blank\" rel=\"noopener\">https:\/\/platform.cyberpersons.com\/support\/<\/a><\/li>\n<\/ul>\n<h2>Related Guides<\/h2>\n<ul>\n<li><a href=\"https:\/\/cyberpanel.net\/KnowledgeBase\/email-service-documentation\/\">Documentation Hub<\/a><\/li>\n<li><a href=\"https:\/\/cyberpanel.net\/KnowledgeBase\/domain-verification-dns-setup\/\">Domain Verification &amp; DNS Setup<\/a><\/li>\n<li><a href=\"https:\/\/cyberpanel.net\/KnowledgeBase\/sending-email-smtp\/\">Sending Email via SMTP<\/a><\/li>\n<li><a href=\"https:\/\/cyberpanel.net\/KnowledgeBase\/sending-email-rest-api\/\">Sending Email via REST API<\/a><\/li>\n<li><a href=\"https:\/\/cyberpanel.net\/KnowledgeBase\/configuring-email-clients-imap-pop3\/\">Configuring Email Clients (IMAP &amp; POP3)<\/a><\/li>\n<li><a href=\"https:\/\/cyberpanel.net\/KnowledgeBase\/plans-pricing-rate-limits\/\">Plans, Pricing, and Rate Limits<\/a><\/li>\n<\/ul>\n<p><a href=\"https:\/\/cyberpanel.net\/KnowledgeBase\/email-service-documentation\/\">&larr; Back to Documentation Hub<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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 &mdash; Domain not verified Cause: You&#8217;re trying to send from a domain that hasn&#8217;t been verified. Fix: Go to https:\/\/platform.cyberpersons.com\/email\/domains\/ Check if your domain shows a green checkmark If not, click Verify and [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[108],"tags":[],"class_list":["post-2550","post","type-post","status-publish","format-standard","hentry","category-email-service"],"_links":{"self":[{"href":"https:\/\/cyberpanel.net\/KnowledgeBase\/wp-json\/wp\/v2\/posts\/2550","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cyberpanel.net\/KnowledgeBase\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cyberpanel.net\/KnowledgeBase\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cyberpanel.net\/KnowledgeBase\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cyberpanel.net\/KnowledgeBase\/wp-json\/wp\/v2\/comments?post=2550"}],"version-history":[{"count":3,"href":"https:\/\/cyberpanel.net\/KnowledgeBase\/wp-json\/wp\/v2\/posts\/2550\/revisions"}],"predecessor-version":[{"id":2592,"href":"https:\/\/cyberpanel.net\/KnowledgeBase\/wp-json\/wp\/v2\/posts\/2550\/revisions\/2592"}],"wp:attachment":[{"href":"https:\/\/cyberpanel.net\/KnowledgeBase\/wp-json\/wp\/v2\/media?parent=2550"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cyberpanel.net\/KnowledgeBase\/wp-json\/wp\/v2\/categories?post=2550"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cyberpanel.net\/KnowledgeBase\/wp-json\/wp\/v2\/tags?post=2550"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}