Email Support

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EMAIL REJECTIONS

It is a common practice to require sending mail hosts to have a valid reverse dns address.  Check your mail server’s IP and ensure you have the proper PTR record to identify that server as the hostname in the helo.

If your DNS SPF record doesn’t match both your hostname and reverse dns, we will reject it as spammers commonly send mail without properly setting up a server.

The user you are sending your email to no longer exists on our server.  Check that name for misspellings or contact the server owner for an updated email address.

If your network has a history of spam, we will reject your emails.  Contact your hosting provider and ask them to change your IP range or ask them to better police their network for spam.

If we find that any company is especially difficult to deal with when addressing abuse they will go into a black list and you will get this error code.  We will NOT remove that provider from the black list until they become more amiable to helping us resolve abusive behavior from their network.

If you get other codes such as permission denied or access denied, please open a ticket and let us know.

SEND/RECIEVE ERRORS

This is because we’ve transferred your site to a new server and you must update your outgoing and incoming mail servers to the new host.

There would only be 2 reasons why you can’t login (except in cases where you forgot your password):

  1. Your password is very old or was found in a cracked database and our mail server locked your account until you contact support.  Your only remedy is to contact support or contact your virtual server owner.
  2. Your account was sending spam and we do not tolerate spam.  This can happen by you doing it directly or by you entering your email address and password into a website or app that is specifically meant to steal your email credentials so spammers can send spam.  In either case, you are solely responsible for the security of your account and we have a zero-tolerance policy for spam.   For your first offense, we may decide to reopen your account after you change your password.  Second offenses results in closed accounts.

This happens for 3 reasons:

  1. Your internet is down or there is a net split (You’re here so that’s not the case)
  2. Our servers are down (usually for scheduled maintenance)
  3.  You tried to login too many times unsuccessfully and our firewall blocked you.  If that’s the case, create a ticket or wait an hour for the block to expire.

You are using the wrong email port.

If your email is being returned for any reason, open a ticket and let us know.

OTHER ISSUES

Login to the email client at email.goldsborowebdevelopment.com and go to settings and “Change Password”.  You may also login to usermin at https://:20000 and change it there.  Additionally, virtual server owners can login to https://:10000 and change any user’s passwords there.

No.  Our mail server will reject any email you attempt to send for which the “FROM” email does not match the email account.  If you would like to send email from another email address, set up an alias or another email account by contacting your virtual server owner.

YES!  In fact our webmail client supports PGP right in the browser.  Give it a try!

Yes, your password must be 7 characters long, and contain a mixture of lower and upper case characters and a number.  Additionally, if you have any dictionary words or your password is found in a cracked database your email account will be immediately locked.

This happens when our mail server detects that you are sending emails at an unusual rate and is throttling your emails until the postmaster can have a closer look at what is going on.  This is to protect our mail server from being flagged as a source of bulk spam.

This is generally because it is the first time our server is seeing email from a particular server.  We use grey-listing, the act of rejecting a connection from a new mail server to see if they will try and reconnect a few moments later.  Legitimate mail servers will attempt to reconnect while spam servers won’t.  Also, we do trust any and all mail servers who have valid SPF records and valid DKIM signatures – if your sender would update their mail server to the 21st century, emails would be instant.

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