In this article, we collect the most common questions that can occur with e-mails. Of course, we will provide you with appropriate solutions. 

Basic knowledge and reporting

• Is the website and or the e-mail feature active? 
• Are the DNS settings correct?
• Are the credentials correct? 
• Do you have an active internet connection? 
• Does your firewall maybe interfere?

In any case, when you report an issue to us, please make sure you have checked all these bullet points, before you send us a mail. With the mail to our support, please make sure to include the following information at all times:

• What is the domain / mail address / website ID?
• Are you using any additional programs like Firewalls or mail clients? 
• Have you checked the points mentioned above? 
• Do you get any error messages? Copy and paste it for us or try making a screencast.

Email limitations

There is a limit for the storage size of email accounts per domain at 25 GB. If you like to upgrade the storage size, you can do so by adding 25 GB per month per domain for only $2.99/ €2,99. Please contact us via mail if you like our assistance. The limit to send mails is 500 per day.

Calendar feature

The mail feature in Sitejet does not offer native calendar synchronization and therefore no Microsoft Exchange ActiveSync.

Using DMARC and DKIM?

It is possible to set up a DMARC record in the DNS settings. However, we do not offer DKIM and are currently not planning to do so. You are able to vote for this feature in our community, though!

Emails getting "lost"

If you have the feeling that your emails are "lost" this can have several causes. First of all, Sitejet does not delete any of your emails unless you explicitly set it to do so. Here’s a list of possible reasons why you're missing emails:

• Check the Spam/Junk folder: Depending on the filter settings and the sender, emails can end up here. It’s always worth a look.
• Search your mailboxes: Use the search function in your email program – try keywords, sender names, or subject lines.
• Check all tabs/folders: Some emails are automatically sorted into folders like "Promotions," "Updates," "Social," or even custom folders.
• Check POP3/IMAP settings: There are two main ways to retrieve emails: POP3 and IMAP. With IMAP, your emails stay on the server (in the cloud), and you're basically working directly on the server. With POP3, emails are downloaded and usually removed from the server, making them only available on the device that downloaded them (like your computer or phone). If device A uses IMAP and device B uses POP3 at the same time, device B might remove the email from the server – so device A sees an empty inbox. Think of it like a physical mailbox: with POP3, if someone takes the letter out, it’s gone for the next person. With IMAP, the letter gets opened but stays inside the mailbox. If you access your emails via IMAP but they’ve been deleted from another device, they’ll be gone for good. That’s often the reason when emails suddenly disappear. Recover deleted emails: Check the trash – maybe something was deleted by mistake. Don’t forget archived emails: Some programs automatically move emails to the archive. Be sure to check there too.
• Check filters and rules: Look into your filter settings! In your email program and in the Sitejet Webmail interface, there can be rules that sort or even delete emails automatically. Go through both sets of filters and make sure no emails are being deleted or moved into folders that your device doesn't show.
• Do a security check: Are you sure no one else has access to your account? Changing your password never hurts. This happens more often in business settings than you might think.
• Check email forwarding: It’s possible that forwarding is active and your emails are ending up in a different inbox.

• Log into your email account.
• Change the password for the affected mailbox. This will automatically unlock the mailbox. Make sure that you do not use a password that you have used before. Also use a strong password (at least 8 characters, upper and lower case, special characters, the longer, the better).
• Now set the new password on all your devices that access the affected mailbox. Don't forget your mobile devices in the process.
• It's best to wait a day before sending more emails.
• Alternative: there are also cases when the same email - especially from older versions of Microsoft Outlook - gets "stuck" in the outbox and is sent from there every minute. In this case, you should have your Outlook checked by a technician or change the e-mail program.

Emails to Gmail addresses come back with an error message (DMARC/SPF)

Google has set up stricter requirements for its email service in order to reduce spam in customers' inboxes. In the meantime, it is necessary to authenticate one's e-mail either via DMARC or an SPF record. We offer the possibility of using an SPF record. If you have problems sending an e-mail to a Gmail address, it is advisable to adjust the SPF record. Please check your DNS settings and enter the following value: 

Mailbox Backup & Restore

• Email address / Website ID
• Info in which postbox the mails were located
• Roughly the deletion dates 
• If applicable, creation date (for individual emails, to prevent unnecessary effort if the most recent backup before the deletion date is older than the actual email)

If we need more information, we will get back to you as quickly as possible. Please also confirm that you are aware of the costs for this and will apply to the costs.

Become a part of our Community!

Exchange ideas with other web designers about current developments, tips, and tricks and show your favorite sites. Get advice and talk to us about possible features you would like to see on Sitejet. You can join the Sitejetters community here.

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