Where to start?
An email problem never happens by chance: it almost always sits on one of the four links of the email chain, from the OVHcloud server to the app you use. Spotting the right link is already half the troubleshooting: it greatly narrows down the possible causes and points you to the right guide.
The mail server
The OVHcloud service that hosts your mailboxes and routes messages. The culprit when an address is blocked for spam, a mailbox is full, or the service is interrupted.
The domain configuration (DNS)
The MX, SPF and DKIM records that route emails to the right server and prove their authenticity. The culprit when messages are not received or land in spam.
The device
The computer, smartphone or tablet you use, and its network connection. The culprit when there is no connection, an incorrect date/time, or a network that filters ports.
The software or app
The email client (Outlook, Thunderbird, Mail…) or the webmail, and its settings. The culprit when the password, servers or ports are misconfigured.
The same symptom can in fact come from several links: a failure to receive email may be down to the server (full mailbox), the domain (incorrect MX record), the device (no connection) or the software (wrong settings). When in doubt, start from the link closest to you — the software or app — then work back up the chain.
Once you have identified the likely origin, find your symptom below: most common problems are solved in a few steps, without contacting support. These guides apply to all OVHcloud email offers, whatever yours is.
What is your problem?
I cannot send or receive emails→
Diagnose and fix problems when sending or receiving emails.
My address is blocked for spam→
Identify the cause of the suspicious activity and unblock your address.
My mailbox is full→
Manage and optimise the storage space of your email account.
I forgot my password→
Reset or change the password of an email address.
Advanced diagnostic tools
Preparing to contact support, or want to analyse an email in depth? These guides go further.
Retrieve an email's header and .eml file→
Extract the technical information of a message for analysis or support.
Microsoft Exchange error diagnostics→
Use the diagnostic tool dedicated to Exchange accounts.
Recurring Outlook sign-in prompts→
Fix Outlook repeatedly asking to sign in to Office 365 on an Exchange mailbox.
Managing Exchange logs→
View and manage the logs of your Private or Trusted Exchange offer.
Frequently asked questions
Go further
Still stuck? Access OVHcloud Support
If no guide resolves your situation, our Support team is here to help.