Emails not arriving: the DNS/MX checklist

Symptom: the “Own domain” channel is connected, but emails to the support address don't become tickets. Walk the checklist top to bottom — it covers practically every case.

1. Check record statuses in the panel

Open the email channel settings, the DNS records section. Every record has a status. Look not only at DKIM/SPF (sending) but at MX (receiving).

The classic trap: the sending records were added and turned green, and the page was closed before the receiving MX records showed up — they appear only after sending is verified. A yellow “receiving not set up” banner on the channel means exactly this: go back to DNS and add the MX.

2. Compare MX with what's actually in DNS

In the domain's DNS panel verify the MX records:

• are added on the right name — the root or the subdomain exactly as the panel says (for [email protected] MX goes on support.brand.com, not the root);
• point to the servers from the panel and don't share the name with other MX — leftover records of an old mail service will route mail past us.

If the domain already has working email, don't replace its MX — go back to the channel settings and use the forwarding mode instead (see the domain setup guide).

3. Give DNS time, then re-check

DNS changes usually land in minutes, but some registrars keep old answers up to 24–48 hours (TTL). Refresh the statuses later; any online DNS checker can show MX propagation.

4. Send the test email the right way

Send from an external mailbox (personal Gmail), not from a mailbox on the same domain: intra-domain delivery may never leave the provider and never hit MX.

5. The email went out but there's no ticket

• Check the channel is enabled (the toggle on the channel card).
• Tickets are created for the address you connected; in the “receive everything here” mode mail to other addresses of the domain arrives too — check the ticket list and search.
• Wait a minute and refresh.

Still nothing

Message us in chat right on this page — include the domain and a screenshot of the DNS section: we'll trace the message from our side and tell you where it got stuck.