Mail is not arriving

If a message did not arrive, the cause is almost always one of four things: the address does not exist, the MX record is not pointing at MailMoose, DNS has not finished updating, or the message went to your old provider.

Work through these in order.

1. Does the address exist

Mail sent to an address MailMoose does not know about is rejected. Open the domain's row under Domains and confirm the exact address, including spelling, is listed under Addresses.

Creating it now fixes future mail. Ask the sender to try again once it exists.

2. Is your MX record pointing at MailMoose

Open the domain's settings, the gear at the end of its row, and check the MX record shows as found.

If it does not:

1. Check your registrar has the MX record MailMoose gave you.
2. Check you deleted your previous MX records. A leftover record with a lower priority number wins.
3. Wait for the old record's TTL to expire, which can take an hour.

3. Has DNS finished updating

DNS changes spread gradually. For up to an hour after a change, some senders still use your old settings and some use the new ones. Mail can arrive in both places during that window.

If your test message arrived at your old provider rather than MailMoose, this is usually why. Wait, then try again.

4. Check your old provider

If mail was previously forwarded somewhere, check that account. Messages sent before your MX change took effect will have gone there.

Still nothing

1. Send a test from a different provider, for example a Gmail account rather than another address on your own domain.
2. Check whether you received a bounce message. A bounce tells you the mail was refused and usually says why.
3. Confirm the domain still shows its records as found. A record deleted at the registrar by accident will stop mail.

When mail arrives but goes to spam elsewhere

This is the opposite problem, and it affects mail you send rather than mail you receive.

1. Check the domain's Sending records, DKIM included, still show as found in its settings.
2. New domains take time to build a sending reputation. Send steadily rather than in bursts.