Why can't I send or receive emails?

This article is valid for both new plans (purchased on or after June 2, 2026) and legacy Private Email plans (purchased before June 2, 2026).

If you can't send or receive emails, this article will help you identify the cause and point you to the right solution.

Before you begin: identify where your DNS is managed

First, identify where your domain's DNS is managed. DNS records must be configured with the provider that hosts your DNS zone.

Use How do I set up my Private Email to work? - it walks you through checking your nameservers and then routes you to the exact guide for your case.

Check the most common causes

What you're seeing	What's usually behind it
Can't receive emails at all	If you can't receive emails, check that your domain's MX records are present, configured correctly, and fully propagated: Type: MX \| Host: @ or your full domain \| Points to: mx1.privateemail.com \| Priority: 10 \| Leave the default value in the TTL field Type: MX \| Host: @ or your full domain \| Points to: mx2.privateemail.com \| Priority: 10 \| Leave the default value in the TTL field Use MXToolbox to verify your MX records. If they don't match the values above, update them using your DNS provider's instructions. If your domain uses Namecheap BasicDNS, PremiumDNS, or FreeDNS, see How can I set up MX records required for mail service?
Can't send emails	If you can't send emails, verify that the required email authentication records are configured correctly: SPF DKIM See How to set up a DKIM record for Private Email and How do I add TXT/SPF/DKIM/DMARC records for my domain? If these records are configured correctly and you still can't send emails, contact us at presupport@namecheap.com
You get bounce-backs	If you receive bounce-back messages after verifying your DNS records, download the full email headers using this guide and send them to presupport@namecheap.com. The headers help our team identify the cause of the delivery failure.
Emails land in the recipient's spam folder	Spam placement depends on several factors, including: SPF, DKIM, and DMARC configuration; Your domain's sending reputation; Email content; Recipient engagement. Newly registered or previously unused domains may require a warm-up period to establish a sending reputation and improve deliverability. Learn more: How to warm up your sending domain Why emails go to spam and what to do
Emails to your own mailbox land in spam	If legitimate emails are delivered to your Spam folder, try the following: Mark the message as Not spam (see How the 'Mark as spam' button works in Private Email). If emails from the same sender continue to be marked as Spam, add the sender's email address or domain to your Acceptlist (see How to manage Jellyfish rules). Verify that the sender's SPF and DKIM records are configured correctly.

Give DNS records time to propagate

DNS changes aren't instant. After adding or editing records, allow:

Up to 30 minutes for the records themselves to propagate.
Up to 48 hours after changing nameservers.
Up to 4 hours if you're waiting on domain verification for a newly purchased Private Email subscription (see What does Namecheap Private Email DNS verification imply?).

Need help with the initial setup?

If you haven't set up Private Email yet, start with this guide - How to start using Namecheap Private Email. It walks you through the setup process, from configuring DNS records to creating your first mailbox.

That's it!

If you have any questions, feel free to contact as at presupport@namecheap.com

Updated

7/29/2026

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