When email stops working, first identify which part failed: signing in, sending, receiving, or seeing mail in one app. That distinction often shortens the investigation.
First check: webmail or one device?
Open Arcane Mail webmail with your full email address and mailbox password.
- Webmail works but a phone or desktop app does not: the app’s saved password, server details or connection may be involved. Check the settings supplied for your mailbox and note the app’s exact error.
- Webmail and every app fail to sign in: confirm the full address and password, then use Contact support on the webmail page. Avoid repeated guesses.
- Only one sender or recipient is affected: keep the address, time and any returned error. This points to a different problem from a complete mailbox outage.
A successful webmail login is one clue, not proof that the rest of delivery is healthy.
I can receive but cannot send
Check whether the problem happens in webmail, your email app, or both. If it happens only in an app, verify its outgoing server, security setting and authentication against the details supplied for your mailbox. An outgoing message usually needs the app to sign in to the SMTP server, even when receiving mail already works.
If the message is rejected, save the full returned error. “550 authentication required,” “sender verify failed” and a recipient rejection point to different causes. Do not change your domain records as a guess.
I can send but cannot receive
Send a test message from another address that you control. Check webmail’s Inbox and any relevant spam or other folder. Record whether the sender gets a returned message.
If you recently moved providers, say when mail routing changed and whether older and newer messages appear in different places. A migration copies earlier mail; the domain’s mail-routing records control where new messages go.
A message went to spam or never arrived
Check whether the message is in a spam folder before asking the sender to resend it. If the sender received a rejection, ask for the full bounce message. A sender saying “I sent it” does not show which system accepted or rejected it.
Spam filtering and recipient-side checks can affect delivery. No provider can promise that every legitimate message lands in an inbox. Avoid repeatedly resending the same message while an error is being investigated; the error details are more useful.
Messages differ between webmail and an app
IMAP keeps server folders synchronized, but an app can also have local-only folders. A message saved only on one computer may not appear in webmail or on a phone. Check the folder name and whether the app is online and finished syncing.
Deleting a message from a synchronized folder may remove it from the server mailbox too. Do not delete and recreate an account merely to force a sync unless you know which messages are stored locally.
What to send Arcane Tech
Use the support request form and include:
- The affected email address.
- Whether the issue happens in webmail, an app, or both; name the app and device.
- Whether it affects sending, receiving or signing in.
- The approximate time and time zone.
- The sender and recipient addresses for an affected message, when relevant.
- The complete error or bounce text, or a redacted screenshot.
For example: “At 2:10 p.m. Eastern, [email protected] could receive in webmail but could not send from iPhone Mail to [email protected]. The app displayed ‘authentication failed.’ Webmail sent a test message successfully.”
Do not include your password or sign-in code. Arcane Tech may need to inspect mailbox settings or delivery records, but you should not have to guess which server-side fix is needed.
