Help us help you track lost email.
If you are sending a Support ticket regarding an email message that was not successfully delivered or received, there are some things to consider. In either case, if you are including details about the message, we need “to”, “from”, “time”, and “date” info from the original, rather than from a fail notice you received.
Note that we do not store password information, so providing the user/pass info lets us check account configurations quickly (e.g., automatic forwards), where that is required.
Please let us know of you are referring to mail that used webmail, Outlook, or some combination of webmail and a standalone mail client software program.
If you or your client sent the un-received message:
The first thing we will check is if we actually host the send (SMTP) email for the domain in question. If we do host the email we can check to see if the message left our server. If it did so successfully, we would direct you to ask the receiving mailhost admin to check their records.
If we do not host the email, then some other server has sent the message. In such a case we would direct you to ask the sending server admin to check their records and, if necessary, the receiving host.
If you or your client failed to receive the message:
If we host the inbound email for a domain and a message is not received, we first acquire from you the “to”, “from”, “time”, and “date” info, as listed on the original message. You will likely have to ask the sender for this info. If our records show that the message did arrive at our server, we can tell you how it was processed. If it did not arrive at our server, we would direct you to ask the sending server admin to check their records.
Here are the Outlook account settings for the Voloper mail servers:
(replace domain_name with actual domain)
|Incoming (POP): port 110
|Outgoing (SMTP): port 587
|Check “My Outgoing Server Requires Authentication” check box