main email account can't receive mail, unlike all other accounts

frozange

Registered
Apr 8, 2021
1
0
1
Thaïlande
cPanel Access Level
Root Administrator
our main, 23 years old email account in cpanel is not able to receive mail. We asked support for help but they refused because it works with new email accounts. We lost access to almost all our other accounts because of this issue. We are making a lawsuit but it will take years, and our company is down because of them. all other accounts work, but this one, limited to 1GB, stopped working at 1GB and even emptied, did not work again. We also deleted the account and created again. not difference. We noticed the error "451 error relay not allowed", which is self explanatory and obviously a major bug from cpanel they don't to fix. Someone has a solution before we have to close our company ?
 

cPDavidL

Linux Analyst II
Oct 15, 2012
79
18
133
cPanel Access Level
Root Administrator
Hello!

I'm very sorry to hear of the troubles you're encountering with your email.

all other accounts work, but this one, limited to 1GB, stopped working at 1GB and even emptied, did not work again.
By emptied, are you referring to emptying the Trash folder itself? The trash folder is included in the mail quota, so it will need to be cleared. We have a support article on this task, available here: How to empty an email account's Trash folder

We noticed the error "451 error relay not allowed", which is self explanatory and obviously a major bug from cpanel they don't to fix.
A 451 error from Exim, can be due to many different misconfiguration or specific circumstances. More details are needed to advise you on this. You'll want to check /var/log/exim_mainlog for the full details related to the event.

We asked support for help but they refused because it works with new email accounts.
Can you please post the cPanel Technical Support ticket number for that interaction? I'll be glad to take a closer look for you.