Troubleshooting
Bounced or rejected mail
Send feedbackA bounce means your message was refused before it reached the person you sent it to. The notice you get back says why, and that reason is what tells you whether to fix the address, wait, or talk to your admin.
What a bounce looks like
An unread message appears in your Inbox from Mail Delivery Subsystem, titled Delivery Status Notification (Failure) followed by the subject you sent. Your original message stays in Sent — it isn't lost, and you can open it to resend or correct the address.
A bounce can arrive later than the send
Some servers accept a message first and reject it afterwards. That bounce comes back as an ordinary email, so it can turn up minutes after the message appeared to send cleanly.
Read the reason
The notice lists each address that failed, with the reason given by the server that refused it. Those words come from the receiving mail system, not from NevTan Mail, so they're worth reading literally — they usually name the problem outright.
One message can fail for some people only
Recipients are rejected individually. If you sent to several people, the notice names only the ones that failed — everyone else received it, and resending to all of them would deliver it twice.
Common reasons
- The address doesn't exist. Usually a typo, or someone who has left the company. Check the spelling and the domain, then resend from Sent.
- The recipient's mailbox is full. Nothing you can fix — try again in a day, or reach them another way.
- The message was refused as spam. The receiving server didn't trust the message. Large attachments, links to unfamiliar domains, or a missing signature on your domain all contribute.
- The domain doesn't exist. The part after the @ has no mail server at all, which is almost always a misspelt domain.
- The message is too large. Send large files from Drive instead — see NevTan Drive & large attachments.
If everything you send bounces
One bounce is usually about one address. If mail to everyone is being refused, especially with wording about authentication, SPF, DKIM or DMARC, the problem is your domain rather than your message.
Receiving servers check that your domain authorised NevTan Mail to send for it. If those records are missing, wrong, or were changed recently, your mail is rejected on sight. An admin can check them under Admin → Domains, where each record is compared with what's actually published. See DNS records & email authentication.
If the records all pass and mail is still refused, email us at info@nevtan.com with the full text of one bounce notice — the reason line is what we need to trace it.