"I sent an email and it wasn't delivered." It's one of the most common things we hear from clients. And in a lot of cases, the reason is already visible — right there in the delivery report — but nobody knew where to look.
cPanel has a built-in tool called Track Delivery that shows you exactly what happened to every outgoing message from your account. It's the first place to check before raising a support ticket, and in most cases it gives you the answer immediately.
How to Access Track Delivery
- Log in to cPanel (from your EDZNET client area, select your hosting plan and click Login to cPanel).
- Find the Email section.
- Click Track Delivery.
You'll see a table listing recent outgoing messages from your account, with their delivery status, the recipient address, and a result message describing what happened.
What You'll See
The report lists each message with an icon showing the delivery outcome. Here's what each one means and the most common reasons behind them:
| Icon | Status | What It Means | Most Common Cause |
|---|---|---|---|
| Success | Delivered | The message was delivered to the recipient's mailbox | N/A — this is the expected result |
| Error | Failed | Delivery failed outright | Recipient address doesn't exist, domain doesn't exist, or address was mistyped |
| Deferred | Delayed | The server will keep trying to deliver later | Recipient's server was temporarily unreachable, or their mailbox was full |
| Rejected | Refused | The recipient's server refused the message at connection time | Your domain is on a blacklist, or the recipient server doesn't accept mail from your IP |
| Filtered | Rerouted | The message was accepted but not delivered to the inbox | The recipient's spam filter caught it and filed it to their Spam folder |
The Result Column Tells You Exactly What Went Wrong
The most useful part of Track Delivery is the Result column. This is a message from the receiving server explaining why delivery failed or was deferred. In plain language, most of them say one of these things:
| Result Message (Simplified) | What It Actually Means | What You Can Do |
|---|---|---|
Unknown user / mailbox not found | The email address you sent to doesn't exist on their server | Double-check the address for typos. If it was correct, their IT team needs to create the mailbox |
Mailbox full / over quota | The recipient's mailbox is full and can't accept more messages | Nothing you can do — the recipient needs to clear their inbox. Your message is usually queued and will be delivered when they do |
Domain not found / no MX record | The domain you sent to doesn't exist or has no mail server configured | Check for typos in the domain name |
Connection timed out | The recipient's mail server didn't respond in time | Usually temporary — the server will retry automatically. If it persists, the recipient's mail server may be down |
Rejected / blocked | The recipient's server actively refused your message | Your domain may be on a blacklist, or their server has strict filtering. Check with a tool like MXToolbox |
Message too large | The message or attachment exceeds the recipient server's size limit | Reduce the message size or use a file-sharing service instead of email attachments |
In most cases, an "undelivered" email is not a problem on your end. The recipient's server is telling you exactly what happened — the address doesn't exist, the mailbox is full, or the domain is misconfigured. Track Delivery simply surfaces that information so you don't have to guess.
Filtering for Problems Only
If you just want to see failed or deferred messages without scrolling through all the successes:
- In Track Delivery, click Show Blocked & Failed.
- You can also filter by a specific recipient by entering their email address in the Recipient Email box and clicking Run Report.
MailScanner and Incoming vs Outgoing Mail
This is where confusion often comes in. Our mail servers run MailScanner — a server-side filtering system that scans incoming email for spam, viruses, phishing, and malware before it reaches your mailbox. You can read a full guide on how that works in our post on how our email spam and phishing protection works.
MailScanner does not block or filter your outgoing mail. When you send an email, it goes through your mail server and out to the recipient. There is no spam filter in the outgoing path that would prevent your message from being delivered.
If your outgoing email isn't being delivered, the issue is almost always on the recipient's end — their server rejected it, their mailbox is full, or the address is wrong. Track Delivery will show you which one.
What We Monitor on Outgoing Mail
While MailScanner doesn't filter your outgoing mail under normal circumstances, we do monitor outgoing traffic for one specific reason: to protect the server's reputation and prevent abuse.
If an account on our platform starts sending email in a pattern that suggests compromised credentials, a spam bot, or bulk unsolicited mail, our systems will flag it. The typical response is:
- Detection — our monitoring detects an unusual sending pattern (a sudden spike in volume, messages to a large number of unrelated recipients, or patterns consistent with spam).
- Automatic throttle or pause — the account's outgoing mail is temporarily paused while we investigate. This prevents further damage to the server's IP reputation, which would affect every other customer on the same server.
- Investigation and resolution — we review the activity, contact the account holder, and resolve the issue (usually a compromised password that needs to be changed).
This is a protective measure, not a content filter. We're not reading your emails or judging their content. We're watching for sending patterns that indicate abuse — and pausing the source before it affects everyone else on the platform.
Bulk Email and Our Sending Limits
EDZNET's shared hosting plans are designed for normal business email — messages to individual recipients, replies, and the kind of day-to-day correspondence that every business sends.
If you intend to send large quantities of email — newsletters, marketing campaigns, bulk notifications, or any message sent to more than approximately 100 recipients per hour from the same email address — please contact us first. We can discuss whether your planned sending fits within our platform, or whether a dedicated sending setup is more appropriate.
Our Acceptable Use Policy covers email sending standards, including the requirement for genuine double opt-in mailing lists and the prohibition on unsolicited commercial email. Bulk sending that triggers our monitoring without prior arrangement will result in the account being paused pending review.
Frequently Asked Questions
Track Delivery says my email was "filtered" — does that mean our spam filter blocked it?
No. "Filtered" in Track Delivery means the recipient's mail server accepted your message but filed it to their Spam folder. Your mail was sent successfully — it just didn't land in their inbox. This is on the recipient's side, not ours. You can ask them to whitelist your address or check their Spam folder.
My email shows as "success" in Track Delivery, but the recipient says they never got it.
If Track Delivery shows a green success icon, the message was delivered to the recipient's mail server. The most common explanation is that it landed in their Spam or Junk folder. Ask them to check there. Less commonly, their email client or organisation has aggressive filtering that quarantines mail before the user sees it — that's something their IT administrator would need to look at.
Can I use Track Delivery to check incoming mail too?
No. Track Delivery only shows outgoing messages from your account. For incoming mail filtering, see our guide on how our spam and phishing protection works, or check your Spam folder in webmail.
Why was my outgoing mail paused without warning?
If your account's outgoing mail was paused, it's because our monitoring detected a sending pattern that looked like abuse — typically a sudden spike in volume or messages to many unrelated recipients. This protects every customer on the server. Contact us and we can review the activity, confirm the cause, and restore sending once the issue is resolved.
Can I send a newsletter from my hosting account?
Small-scale mailings to a genuine opt-in list are fine. For larger campaigns, contact us first so we can ensure your sending setup is appropriate. Our Acceptable Use Policy requires all mailing lists to be genuine double opt-in, and bulk sending without prior arrangement may trigger our abuse detection.
