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Get Started

Getting Started

  • Introduction
  • Quick Start Guide
  • Plans & Pricing

Mail (End User)

  • Inbox & Folders
  • Mail Deletion Policy
  • Compose & Send
  • IMAP & Outlook Setup
  • Sending Email

Settings

  • Settings Overview
  • Security & 2FA
  • App Passwords

Storage & Productivity

  • File Storage
  • Calendar & Meetings
  • MoovChat
  • Contacts & Directory

Administration

  • Admin Panel Overview
  • Recoverable Items
  • User Suspension & Offboarding
  • User Management
  • Domain & DNS
  • Adding Team Members

DNS Configuration

  • DNS Overview
  • MX Records
  • SPF Configuration
  • DKIM Setup
  • DMARC Policy
  • Verify DNS Records

Migration & Security

  • Email Migration
  • Security Overview

Troubleshooting

  • Common Issues
  • DNS Problems

Common Issues

Quick fixes for frequent MoovMail problems.

Cannot log in

  • Confirm email address includes your domain (user@company.com).
  • Try password reset.
  • If 2FA is enabled, use your authenticator app or an app password for clients.
  • If SSO is enforced, use your organization's SSO button — not password login.
  • Ask admin to check if account is suspended.

Not receiving email

  • Verify MX records at your registrar.
  • Check Spam folder in MoovMail.
  • Confirm sender is not blocked.
  • Admin: check Domain verification status in /admin.

Cannot send email / Outbox stuck

  • Open Outbox and read the error on the message.
  • Check internet connection; use Retry Send.
  • Verify recipient address is valid.
  • Admin: check deliverability limits and SMTP status on server.

Language not changing

  • Go to Settings → General → Language and select your locale.
  • Hard refresh the browser (Ctrl+Shift+R).
  • Settings and rules translate fully; some inbox toolbar labels may still show English until updated.

Deleted mail missing / cannot restore

  • Messages in Trash or Spam are auto-purged after retention (default 21 days). Move them back to Inbox before that window.
  • Delete permanently hides mail from your mailbox but keeps it in admin Recoverable Items for 14–30 days. Ask your admin to restore from /admin → Recoverable Items.
  • After the recovery window, mail is hard-deleted from database and storage and cannot be restored.
  • See Mail Deletion Policy and Recoverable Items (admin).

Storage full

  • Empty Trash and Spam (messages auto-delete after 21 days).
  • Delete large attachments or old files in /storage.
  • Rebalance mailbox vs file quota in Settings → Manage Storage Quota.
  • Admin: upgrade plan or increase user quota.

Offline mail not syncing

  • Enable offline mail in Settings → Offline Mail Setup.
  • Click sync/refresh in inbox when back online.
  • Clear cache and re-sync if corrupted.

IMAP client issues

  • Use server settings from Admin → Domain.
  • Create an app password if 2FA is on.
  • Enable IMAP in Settings → Mail Config.

Still stuck?

Email support@moovmail.com with your domain, username, approximate time of issue, and any error message text.

DNS-specific problems →