Email not receiving

This guide explains how to check the MX records, the mailbox and the sender's bounce message when mail sent to a Business Email address does not arrive.

Before you begin

• The Business Email MX values: mx.apncloud.com at priority 10 and mx-relay.apncloud.com at priority 20. See How to add MX records.
• The sign-in details for the Business Email Panel.
• The sender's address and the time they sent the message.

Steps

1. Check the MX records. Run dig MX yourdomain.com +short. The result should include mx.apncloud.com and mx-relay.apncloud.com.
2. Wait if you changed a record recently. DNS changes take time to spread. The TTL of the old records decides how long.
3. Check the mailbox. Confirm the mailbox exists in the Business Email Panel, and that you are checking the right address.
4. Ask the sender for the bounce message. The bounce usually explains why the message was rejected. If it mentions DNS, MX or authentication, read How to configure SPF.
5. Check the spam folder. Mail from new or unknown senders sometimes goes there.

Look at the old service too

If the MX result still shows another mail provider, incoming mail is still going there. Check your DNS provider and update the records only when you are ready to move mail.

Expected result

The MX lookup shows the Business Email records, and mail from the sender arrives in the mailbox.

If something goes wrong

• The MX lookup shows another provider. Update the MX records as described in How to add MX records.
• The mailbox does not exist. Create it, then ask the sender to send again. See How to create an email account.
• The bounce message mentions authentication. Read Email authentication errors.

Related articles

• How to connect a domain to Business Email
• How to add MX records
• Emails going to spam
• Incorrect MX records

Last reviewed

2026-10-27