Decision tree: start with webmail
- Does https://mail.YOURDOMAIN.com/user open and accept the account? If yes, the account/password works; continue to client and device settings. If no, investigate account existence, password, quota, service, and DNS.
- Can webmail send a message to the same mailbox and receive it? If yes, the server foundation works and the likely cause is the app or network. If no, record the response code and time.
- Is only one device affected? When another device and webmail work, compare every field with the failing client.
- Is only one sender or recipient affected? Recipient filtering, content, DNS authentication, or reputation is then more likely than a general connection problem.
Webmail works, but the client does not
Verify the product hostname, full username, and port/TLS pair. For receiving, check IMAP 993 SSL/TLS. For sending, check SMTP 587 STARTTLS or 465 SSL/TLS and SMTP authentication. Update stale saved passwords. Isolate an antivirus mail proxy, VPN, or corporate firewall in a controlled test; do not leave security disabled.
Webmail also fails
Confirm that the mailbox exists and is not suspended. For Hosting, inspect the account and quota under DirectAdmin :2222 → Email Accounts. For Corporate Email, use the service status and DNS wizard in the client area. After a password reset, update every device; otherwise older clients keep producing failed logins.
If you cannot receive
- If quota is full, archive/delete large mail or increase quota; Trash also consumes space.
- Check Junk, quarantine, forwarding, and webmail filters. A bad rule can move mail into an unexpected folder.
- MX @ must point to securemail.eurovdc.eu at priority 10. Old MX records can send delivery attempts elsewhere.
- Ask the sender for the complete bounce; 5xx is permanent while 4xx is usually temporary. The code identifies the rejecting layer.
- If only one sender fails, their SPF/DKIM or sending-IP reputation may be responsible.
If you cannot send
- An oversized or corrupt Outbox item can hold the queue. Go offline, remove it, and reconnect.
- SMTP auth must be enabled, with the full address and mailbox password stored separately for outgoing mail.
- Some ISPs and corporate networks filter SMTP traffic. Policies can change at any access provider; compare another Wi‑Fi/mobile network. If 587 is blocked, test 465 SSL/TLS, but never fall back to an insecure port.
- If the recipient rejects the message, inspect blacklist/reputation details in the bounce and use the blacklist guide.
Separate DNS from connectivity
A working IMAP/SMTP login does not guarantee delivery to every recipient. SPF must be a single record, DKIM must verify, and DMARC enforcement must include every legitimate sender. Follow the deliverability guide. After changes, allow TTL/cache expiry and compare results through different resolvers.
Evidence to send support
Collect the mailbox address, event time/time zone, sender/recipient, non-sensitive subject, complete error or bounce, client version, network used, and webmail test result. Never send the password. This evidence isolates the fault much faster than “mail does not work.”
EuroVDC product note and shared technical reference
First confirm which product hosts the mailbox. Corporate Email (Mailcow) uses securemail.eurovdc.eu for incoming and outgoing mail. Hosting email (DirectAdmin) uses mail.yourdomain.com or the server hostname supplied in the service activation details. Using one product's hostname for the other can cause connection or certificate-name errors even when the password is correct.
| Protocol | Secure port | Encryption | Purpose |
|---|---|---|---|
| IMAP | 993 | SSL/TLS | Recommended; synchronizes folders between devices |
| SMTP | 587 | STARTTLS | Recommended outgoing connection |
| SMTP | 465 | SSL/TLS | Alternative outgoing connection |
| POP3 | 995 | SSL/TLS | Only for specific download requirements |
The username is always the full email address. SMTP authentication is mandatory; use the same full username and mailbox password as incoming mail. Do not select Microsoft 365 or Outlook.com, and do not use Microsoft-hosted server names. Corporate webmail is https://mail.YOURDOMAIN.com/user; replace YOURDOMAIN.com with your domain.
Client area and DirectAdmin path
- Sign in to the EuroVDC client area.
- Open the relevant product, then view Connection Settings and the DNS wizard.
- Record the server name, account-specific DKIM text, and displayed DNS status.
- For Hosting email, sign in at https://SERVER:2222 or https://DOMAIN:2222. Open Email Accounts, create or locate the mailbox, then use “+” → Configure Email Client on its row to obtain the exact hostname and ports.
Corporate Email DNS summary
| Name | Type | Target/value |
|---|---|---|
| CNAME | securemail.eurovdc.eu | |
| @ | MX | securemail.eurovdc.eu, priority 10 |
| @ | TXT | v=spf1 mx ip4:45.84.90.12 -all |
| dkim._domainkey | TXT | Account-specific DKIM value from the DNS wizard |
| _dmarc | TXT | Commonly v=DMARC1; p=reject; adkim=r; aspf=r; pct=100 |
| autodiscover and autoconfig | CNAME | securemail.eurovdc.eu |
Autodiscover and autoconfig help compatible applications propose server settings; they do not remove password security or SMTP authentication. Always compare discovered values with the product screen. DNS changes may appear differently across networks until cached records expire.
Quick checklist
- Corporate Email and Hosting email have been distinguished.
- The full email address is entered as the username.
- 993/SSL-TLS and either 587/STARTTLS or 465/SSL-TLS are paired correctly.
- SMTP authentication is enabled and its password is not blank.
- Webmail, receiving, and sending have been tested separately.
- DNS matches the wizard, and the exact error and test time are recorded.
For a visual reference, download the Email Setup Card from PDF help files. If the issue remains, send the mailbox address, device/application version, complete error, and screenshot to support@eurovdc.eu. EuroVDC services operate from Sofia, EU; never include your password in a support request.