Missing Mail

If you have sent email to a @mailsac.com address or a private domain hosted at Mailsac and it was not received, this document will help you find out why.

@mailsac.com Address

If the address you sent to ends in @mailsac.com and the message was not received it could be because of:

  • The sender has blocked sending to @mailsac.com addresses
  • The message size is over 2MB
  • Throttling by Mailsac. If you are sending a large volume of email, we may throttle the rate of incoming messages
  • The sending SMTP service has a queue
  • The sending domain, IP address, or receiving address has been blacklisted

Zero-Setup Private Domain (@mydomain.msdc.co)

The Zero-Setup Private Domains handle all MX record changes. You can start receiving email with virtually no setup. If you are still have problems receiving mail it could be because of:

  • The message size is over 2MB
  • The sending SMTP service has a queue
  • The sending domain, IP address, or receiving address has been blacklisted

Bring Your Own Domain (BYOD) Private Domain

The BYOD Private Domain requires MX record changes. For assistance in configuring the MX records see our BYODomain Configuration.

  • MX Records are incorrect or have no propagated
  • The message size is over 2MB
  • The sending SMTP service has a queue
  • The sending domain, IP address, or receiving address has been blacklisted

Custom Domain

If you have changed your MX records to use in.mailsac.com and alt.mailsac.com and are not receiving mail. There are several potential causes:

  • MX Records are incorrect or have no propagated
  • The message size is over 2MB
  • The sending SMTP service has a queue
  • The sending domain, IP address, or receiving address has been blacklisted

Sender Limits

Some services place restrictions on the size, type, rate, and quantity of email that can be sent.

GMail

GMail is not designed for sending bulk mail. The service places limits on the number of emails sent per day and the number of recipients.

SendGrid

Messages sent through SendGrid are often queued and may not be sent immediately.

Mandrill

Messages sent through Mandrall are often queued and are not sent immediately.

Contacting Support

Feel free to reach out to support@team.mailsac.com if you need assistance. Including the following information will help us identify why you are not receiving mail.

  • the IP address of your sending program, or your IP address if sending locally
  • the email addresses you are sending to, and/or the domain you are sending TO
  • the from email addresses, and/or the domain you are sending FROM
  • Did you use an API key, or the website user interface?
  • Time frames when messages were lost. A ball park is ok, like, “from 8am - 9am on Dec 3rd GMT we sent 100 messages and only 85 were received” or just “I tried sending 5 messages from 8am - 9am GMT Dec 3rd and none of them went through”