SMTP and email problems

Email delivery problems can involve several layers, including the application, SMTP or mail-service configuration, the hosting/server environment, sender-domain configuration, recipient filtering, and third-party mail-provider policies.

Common symptoms include:

• password-reset email not received
• notification email not received
• delayed delivery
• messages arriving in spam or junk
• SMTP authentication failure
• connection failure
• sender rejection
• email working for some recipients but not others

Safe diagnostic process #

1. Check whether the DotwebApps product reports a specific email-related error.
2. Verify the configured sender or email address using the method documented for that product.
3. Confirm the SMTP or mail-service credentials and provider settings privately.
4. Test with a valid recipient address that you can access.
5. Check the recipient’s spam or junk folders.
6. Ask the hosting provider whether outbound email or SMTP connections required by the product are restricted.
7. Review mail-provider logs or delivery reports where available.
8. Verify sender-domain or email-authentication requirements with the mail provider or DNS provider.
9. Determine whether the issue affects all outgoing email or only certain message types or recipients.
10. If the failure appears to be outside the application, contact the hosting or email provider for environment-specific assistance.

Do not guess SMTP settings #

There is no universal SMTP hostname, port, encryption method, username format, API setting, or sender-domain record that applies to every DotwebApps product and every email provider.

Use the values supplied by your chosen email provider and the configuration method documented for the specific DotwebApps product. Do not copy settings from an unrelated service or product.

Do not disable certificate verification or weaken transport security merely to make a connection succeed.

Protect email credentials #

SMTP passwords, API credentials, authentication tokens, and other mail-service secrets must remain private.

Do not include them in screenshots, logs, public forum posts, or support messages. When sharing an error message or mail-provider log, remove credentials, tokens, customer information, and other sensitive data first.

If recovery or notification email is missing #

A missing password-reset or notification message does not necessarily mean the login or user account is incorrect. Check the application’s email status, spam/junk folders, provider logs where available, and whether the problem affects other recipients or message types.

For broader hosting-environment checks, see Server requirements.

When to contact support #

If the product configuration appears correct but email still fails, contact DotwebApps support with the product name, the type of email being sent, the sanitized error message, whether the issue affects all recipients, and the troubleshooting actions already attempted.

Never send SMTP passwords, account passwords, private keys, API secrets, payment-card details, unrelated customer data, or full source code. See How to get support for the recommended support path.