Mail Troubleshooting Decision Tree (Step-by-Step Guide) Print

This guide helps you diagnose and resolve common email problems by following a decision-tree approach.
Start at Step 1 and follow the path that matches your situation.

If you reach a point marked STOP, open a support ticket at:
https://www.a7host.com/billing

START HERE: What Is the Main Problem?

Choose one and proceed to the matching section:

1. I cannot send email
2. I cannot receive email
3. Emails go to spam
4. Emails bounce back
5. Email setup fails in my mail client
6. Email worked before but stopped suddenly

1. I Cannot Send Email

Question 1: Do you receive an error message when sending?

• Yes → Go to Question 2
• No (email appears sent) → Go to Section 3 (Spam)

Question 2: Does the error mention authentication, username, or password?

• Yes → Incorrect SMTP authentication
  • Ensure SMTP authentication is enabled
  • Username must be the full email address
  • Password must be the email password
• No → Go to Question 3

Question 3: Are you using the correct SMTP settings?

Verify:

• Server: a7host.com
• Port: 465
• Encryption: SSL
• Authentication: Required
• Incorrect → Fix settings and retry
• Correct → Go to Question 4

Question 4: Does the error mention “blocked,” “policy,” or “rejected”?

• Yes → Possible sending restriction or policy issue → STOP & contact support
• No → Continue to Section 6

2. I Cannot Receive Email

Question 1: Does the sender receive a bounce message?

• Yes → Go to Section 4 (Bounce)
• No → Go to Question 2

Question 2: Are emails visible in webmail?

• Yes → Mail client issue
  • Check IMAP/POP settings
  • Reconfigure the mail client
• No → Go to Question 3

Question 3: Are you using POP3?

• Yes → Emails may be downloaded to another device
  • Switch to IMAP for multi-device use
• No (IMAP) → Go to Question 4

Question 4: Is the mailbox full?

• Yes → Free up space and retry
• No → STOP & contact support

3. Emails Go to Spam

Question 1: Do emails arrive in the spam/junk folder?

• Yes → Email WAS delivered (not a server error)
• No (not received at all) → Go to Section 4

Question 2: Is this a new domain or new email account?

• Yes → Normal behavior
  • Reputation needs time
• No → Go to Question 3

Question 3: Are SPF, DKIM, and DMARC configured?

• No → Configure them (required)
• Yes → Go to Question 4

Question 4: Are you sending bulk or repetitive emails?

• Yes → Hosting email is not for bulk sending
• No → Content or reputation issue

Spam issues are not support emergencies
Follow deliverability best practices.

4. Emails Bounce Back

Question 1: Do you receive a bounce message?

• Yes → Continue
• No → This is spam, not bounce → Section 3

Question 2: What type of bounce is it?

Check the error code:

• 5xx → Hard bounce (permanent failure)
• 4xx → Soft bounce (temporary failure)

Question 3: Does the bounce mention “invalid address” or “user not found”?

• Yes → Recipient email address is incorrect
• No → Go to Question 4

Question 4: Does the bounce mention SPF, DKIM, or DMARC?

• Yes → Authentication issue → Fix DNS records
• No → Go to Question 5

Question 5: Does the bounce mention spam policy or rejection?

• Yes → Reputation or policy issue → STOP & contact support
• No → STOP & contact support

5. Email Setup Fails in My Mail Client

Question 1: Are you using automatic setup?

• Yes → Go to Question 2
• No → Verify manual settings

Question 2: Which mail client are you using?

• Thunderbird / Gmail Android / iOS Mail → Autodiscover supported
• Outlook 2019 / 2021 / Microsoft 365 → Autodiscover NOT supported

Use manual setup for newer Outlook versions.

Required manual settings

• Incoming server: a7host.com
• IMAP: 993 (SSL)
• POP3: 995 (SSL)
• SMTP: 465 (SSL)
• Username: Full email address

If setup still fails → STOP & contact support

6. Email Worked Before but Stopped Suddenly

Question 1: Did anything change recently?

• Password reset
• DNS change
• Email client update
• Domain renewal
• Yes → Undo or update settings
• No → Go to Question 2

Question 2: Is the issue affecting all devices?

• One device only → Client-specific issue
• All devices → Go to Question 3

Question 3: Is the issue send, receive, or both?

• Send only → Section 1
• Receive only → Section 2
• Both → STOP & contact support

When to Stop Troubleshooting and Contact Support

Open a support ticket if:

• Email bounces repeatedly
• Authentication fails after correction
• Sending is blocked by policy
• Mail server is unreachable
• Issue affects all devices
• You see server-level errors

Support portal:
https://www.a7host.com/billing

Information to Include in a Support Ticket

Prepare:

• Email address affected
• Exact error or bounce message (copy/paste)
• When the issue started
• Devices and mail clients used
• Screenshots (if applicable)

Final Reminder

Most email issues are caused by:

• Incorrect settings
• Authentication problems
• Spam filtering
• Client misconfiguration

Following this decision tree resolves many issues without waiting for support.