have not received an email in over 12 hours and these are time critical emails

cPanel & WHM Version
84.0 (build 21)

tiCreativeMedia

Registered
Apr 29, 2020
4
0
1
Boston, MA
cPanel Access Level
Website Owner
My email stopped receiving at 7:18 EDT last night. I'm sending off emails to get unemployment benefits, so this emails are critical. It's been over 16 hours since my last email

I have had to log in here under a new email because my other one isn't working. Can someone let me know what I need to to go get this working? I'm unable to get benefits without these emails and it's all COVID related

ALSO I can't file a support ticket because it's associated with the broken account. I tried putting in my password and it was not accepted so I can't send an email to myself to reset it.

Dave
 
Last edited:

cPanelLauren

Product Owner
Staff member
Nov 14, 2017
13,296
1,269
313
Houston
Hello,

I'm sorry to hear that, first of all, I'd suggest speaking to your hosting provider about the issues with your email. You can check cPanel>>Email>>Track Delivery for information on email that has been sent/received by your server but for more information/troubleshooting your hosting provider would be where you need to seek assistance.
 

tiCreativeMedia

Registered
Apr 29, 2020
4
0
1
Boston, MA
cPanel Access Level
Website Owner
ok, yes they said they can't see the server log because it's not their system and it's cPanel. I'm asking them to contact you and I hope that they do as I'm possibly going to lose my chance at covid unemployment due to this. I think they are trying to get me to pay for their email service and I just don't see the need.

IF we get this all sorted out, is it possible to get my email done through you, or do they have to do it because I pay for them to maintain my ISP?

Thank you-
Dave
 

cPanelLauren

Product Owner
Staff member
Nov 14, 2017
13,296
1,269
313
Houston
HI @tiCreativeMedia

I just want to confirm, your access level indicates that you are a website owner which implies that you have cPanel access only on a shared server, is this correct? If this is correct I need to clarify that your hosting provider has root access to the server and they are quite able to view the exim logs to identify the issue. In either case, cPanel provides the software but we do not have access to the mail logs or the server. I'd love to help you find a solution but if you do not have root access the provider MUST take accountability as you would not have the access to find the solution.
 

tiCreativeMedia

Registered
Apr 29, 2020
4
0
1
Boston, MA
cPanel Access Level
Website Owner
Hi yes my cPanel access is through a company called WebMate. I had to use a different email to sign on to this forum. I can send you my other email but just hesitate to do it through the public forums. So, if you need any other information please send me an email and I can either email or text back. Supposedly they have all the access, but I never know from one incident to the next if they do, as cPanel seems to break down at least once a year, and it is sounding like no fault of yours, as I know other people that didn't have problems when I was...

with that said, supposedly they are working on it. My biggest fear is that they are going to lose all my emails from last night through today, and there is some very very important stuff coming to me in regards to employment benefits.

Dave
 

cPanelLauren

Product Owner
Staff member
Nov 14, 2017
13,296
1,269
313
Houston
with that said, supposedly they are working on it. My biggest fear is that they are going to lose all my emails from last night through today, and there is some very very important stuff coming to me in regards to employment benefits.
Yea I completely understand your concern. They should be able to tell you what's going on, identifying issues with mail is usually pretty quick. It just takes a look in the exim logs to identify at least what happened to the email. I am very sorry if you'd like for me to help you clarify what they get back to you with I'd be happy to but I'm afraid there's not much more than that we're able to do at this point. If they can at least get you an answer to what happened with your email (even the errors in the logs) I could tell you how to resolve it in most cases.
 

tiCreativeMedia

Registered
Apr 29, 2020
4
0
1
Boston, MA
cPanel Access Level
Website Owner
my biggest concern is that these emails will get lost. Are they typically stored somewhere and I will get them once this is fixed? It seems that last time something happened, they lost everything and this time is super critical that this does not happen. Do you have anything I can share in regards to that?

Thank You!
Dave
 

keat63

Well-Known Member
Nov 20, 2014
1,913
259
113
cPanel Access Level
Root Administrator
Sharing your email address with anyone on here is not going to help.
Any diagnosis needs to be done at cpanel level or server level.
If you're not fully aware.... cpanel is pretty much like an operating system, no one on this forum will have access to your Cpanel.

Also a website owner, you don't have server level access.
And no one on here will have server level access to your account either.

The only people who could help, would be WebMate, or whomever manages your mail server.
As Lauren has mentioned, ideally, we need to see the exim logs, but you won't have access to these..
 
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