“I sent it, and they say they did not receive it.” Instead of guessing, cPanel has a screen that shows the trail of each message that went through the server: when it left, to whom, and what the other server replied. It is called Track Delivery and sits in the Email section.
Using the screen, step by step
| 1 |
In cPanel, Email section, open Track Delivery.
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| 2 |
Filter by the recipient’s (or sender’s) address and by domain, to see only what interests you. Without a filter you see the whole account.
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| 3 |
Find the line for the time you sent and read the Result column: it is the final reply to that attempt.
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If you need more, open the line. You will see the Delivery Host and the Delivery IP (the server the message was delivered to or that refused it), the size, and the full reply.
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What each column tells you
| Column |
What it is for |
| Sent Time |
The time the message left or reached the server. |
| Sender / Recipient |
Who sent and to whom. Check that the recipient is really the address you expected. |
| Result and Event |
The outcome of the attempt: delivered, deferred or refused, with the destination server’s text. |
| Delivery Host / Delivery IP |
The server that received (or refused) the message. If it is not the recipient’s, the destination’s MX may be wrong. |
| Sender Host / Sender IP |
On incoming messages, where they came from. Useful to tell whether a sender exists. |
| Spam Score |
The score the filter gave the incoming message. A high score explains why it went to spam. |
| Size |
The size. A heavy message is the usual suspect behind a refusal. |
The three cases where it helps most
1. They said they did not receive it. If the Result shows delivery to the destination’s server, the message left here: the search goes on in their spam folder. If it shows a refusal, the text says why; see the 550 bounce.
2. You were told they wrote and nothing arrived. Search by sender. If the message does not even appear, it never reached the server (their side, or the MX). If it appears and was delivered, it is in your account: check the filters and forwarding rules that may have moved it. See filters in Roundcube.
3. A message is slow. The Result shows the deferral and the reason the server gave: see error 421 and 451.
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The screen does not keep the history forever. Look at it soon after the problem appears; a send from long ago may no longer be there. Keep a screenshot of what you see, in case you need to show it to us.
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Cannot make sense of what the Result says? Send us the line, with the time and the destination address.
Open a support ticket
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