When a client of your reseller business says "my email is not working", you are their first line of support: Domain India looks after the server, and you look after your clients. This page gives you a short, repeatable way to find the problem, fix the common causes from your reseller panel, and hand us a complete report when the fault is on the server.
Every symptom, setting and limit is explained step by step in Email Troubleshooting. This page is the reseller version: how to work a client's email problem and when to pass it to us.
Ask the client for the exact error and test the mailbox in webmail first: if webmail works, the problem is in their mail app. Check their settings against mail.theirdomain.com with IMAP 993, POP3 995 and SMTP 465 (SSL/TLS), SMTP authentication on and the full email address as username. Then check the MX record, the mailbox quota and whether their office IP has been blocked by repeated failed logins. If all of that is right, open a ticket with us with the details listed in section 5.
1. Who handles what
On reseller hosting, Domain India provides server-level support (hardware, network and operating system) and help with control panel questions. You handle support for your own clients, under your own brand. In practice that means you collect the details from your client and fix account-level settings yourself, and you bring us anything that needs the server: logs, blocks, delivery to other providers, or a fault on the mail service.
2. Collect the facts before changing anything
Ask your client for:
- the email address with the problem, and whether it is sending, receiving or both;
- the exact error message or the full bounce (a screenshot is fine);
- the mail app and device, and the server, port and encryption it uses;
- anything that changed recently: a new password, new phone, DNS or website move.
Then log in to their webmail yourself or ask them to. Webmail shows what is really on the server, so it splits the problem in two: if webmail works, the mailbox is fine and the fault is in their app or network.
3. The quick checks
- Settings.Incoming and outgoing server
mail.theirdomain.com; IMAP 993, POP3 995 and SMTP 465, all with SSL/TLS, or SMTP 587 with STARTTLS on cPanel and DirectAdmin; SMTP authentication on; full email address as username; the mailbox password, not the panel password. - Mailbox.Log in to the client's control panel from your reseller panel and check that the mailbox exists, the password is the one they are using, and the quota is not full. Reset the password there if needed.
- DNS.The domain's MX record must point to the server that holds the mailbox. After a DNS or website move it often points somewhere else. See how to change your domain's DNS settings.
- Spam folder.For mail "not arriving", check the Spam folder in webmail, then any forwarders or filters on the account.
- Another network.If it works on mobile data but not in the office, the office network blocks the port, or the office IP address has been blocked by the server firewall.
A phone or laptop that keeps retrying an old password triggers repeated failed logins, and the server firewall then blocks that IP address automatically. Everyone on that connection loses mail at once. Have the client update the password on every device, then see I can't reach my server: have I been blocked?
4. Spam folders and sending limits
If the client's mail reaches people but lands in spam, check SPF, DKIM and DMARC. In the client's cPanel, Email Deliverability shows whether SPF and DKIM are valid for each domain and offers the correct records. On DirectAdmin, see how to check and manage DKIM in DirectAdmin. Background is in SPF, DKIM and DMARC.
Every hosted account also has an outgoing mail limit, so one hacked contact form cannot damage the server for everyone. On cPanel most accounts send up to 200 messages per hour; on DirectAdmin the limit is 1,000 per day. Ask us to confirm the limit on your own reseller packages. A client who hits the limit without sending bulk mail may have a stolen password or a compromised script: change the mailbox passwords and tell us.
5. When to escalate to Domain India
You cannot read the server's mail logs on shared or reseller hosting, and you do not need to: we check them for you. Open a ticket when the checks above are right and the problem remains. Include:
- the client's email address and domain;
- the exact error or full bounce, with its headers if you have them;
- the mail app, port and encryption used;
- the client's public IP address if they cannot connect at all;
- the steps you have already tried.
A complete report saves a round of questions. Live chat is available 24/7, and tickets get a first response within 15 minutes; a fix can take longer depending on the problem. There is no phone support.
Frequently asked questions
Who supports my reseller clients when their email stops working?
You do. On Domain India reseller hosting, Domain India provides server-level support and help with control panel questions, and the reseller supports their own clients. When a problem needs the server, such as mail logs or a firewall block, the reseller opens a ticket with Domain India.
What mail settings should my reseller clients use?
Use mail.theirdomain.com for incoming and outgoing mail, with IMAP on port 993, POP3 on port 995 and SMTP on port 465, all with SSL/TLS. Port 587 with STARTTLS also works for sending on cPanel and DirectAdmin. SMTP authentication must be on, and the username is the full email address.
Can I read the server's mail logs as a reseller?
No. The mail service is managed for the whole server, so resellers cannot read its logs or restart it. Open a ticket with the email address, the error and the time it happened, and Domain India will check the logs.
Why has a whole office lost email at once?
Usually because one device kept retrying an old password, and the server firewall blocked the office IP address after repeated failed logins. Update the password on every device, then follow the steps in the "I can't reach my server: have I been blocked?" guide or ask support to check the IP.
How many emails can a reseller client send?
On Domain India cPanel servers most accounts can send 200 messages per hour, and on DirectAdmin the limit is 1,000 per day per account. Ask support to confirm the limit for your own reseller packages. Newsletters should go through a dedicated email delivery service.
Ready to work through a client's problem? Start with the checks in section 3, keep Email Troubleshooting open for the detail, and when you need us, open a ticket in the client area or use the public ticket form. Compare reseller plans on reseller hosting.
Send the client's email address, the exact error, the mail app settings and what you have tried, and we will check the server side for you.
Open a support ticket