When someone says "I sent it, but you never got it" -- or your own message never arrived -- cPanel Track Delivery shows you what the mail server did with it. You can find a missing email in a few clicks and see whether it was delivered, delayed, rejected or filtered, along with the reason.
What Track Delivery shows
Track Delivery lists the most recent messages sent to and from the mailboxes on your account (the latest 250 at a time), with the result of each delivery attempt. It only shows what the Instant Access Internet Services server handled. If a message never reached our server -- for example, the sender typed the wrong address -- it won't appear, and that is useful information in itself.
How to find a missing email
- In cPanel, go to Email > Track Delivery.
- In Recipient Email (optional), type the address the message was sent to. For a message someone sent you, enter your own address. For a message you sent, enter theirs.
- Click Run Report.
- Use the options to narrow the list: Show All, or Show Blocked & Failed to see only problems. You can also tick or untick Show Successes, Show Deferred, Show Failures and Show In-Progress.
- Find the message by its Sent Time and Sender / From Address.
- Read the Result column, or click the information icon in the Actions column to see full details, including the exact server response.
The table can be wide. Use the column options to show extra details such as Delivered To or Size, and the search box to filter the results further.
What the results mean
| Event | What happened | What to do |
|---|---|---|
| Success | The server delivered the message. For incoming mail, it's in the mailbox. For outgoing mail, the other server accepted it. | Check the Spam/Junk folder and any email filters. For sent mail, ask the recipient to check their junk folder -- once their server accepts it, what happens next is up to them. |
| Deferred | A temporary problem. The server will keep retrying. | Usually nothing. Check back later. If it keeps deferring for a day, read the reason. |
| Error / Failure | The message couldn't be delivered. | Read the reason -- often a wrong address or full mailbox. See How to Read a Bounce Message (Common Email Errors Explained). |
| Rejected | The server refused the message when it arrived, often because it looked like spam or failed sender checks. | If a real sender is being rejected, open a ticket with the details. |
| Filtered | The server accepted the message but a filter stopped it reaching the inbox. | Check your filters (see How to Create Email Filters for One Account in cPanel and How to Create Global Email Filters in cPanel). |
| Unknown / in progress | Delivery hasn't finished yet. | Wait a few minutes and run the report again. |
The Spam Score column shows how spammy our filter thought an incoming message looked. A high score may explain why a message went to your Spam folder.
Common situations
The message shows "Success" but I can't find it
- Look in Spam, Junk and Trash, and search all folders in webmail (see How to Log In to Webmail (Roundcube)).
- Check for an email filter that moves or deletes messages (see How to Create Email Filters for One Account in cPanel).
- If you use POP3 on another device, that device may have downloaded and removed the message from the server (see IMAP vs POP3: Which Should You Use?).
- Check the Delivered To detail -- a forwarder may have sent it to another address (see How to Create an Email Forwarder in cPanel).
The message isn't in the list at all
Our server never received it. For incoming mail, ask the sender to check the address they used and whether they got a bounce. If you recently moved your domain to us, some mail may still be going to your old host while DNS updates (see DNS Propagation: Why Domain Changes Take Time and How to Check). If your domain's email is handled by Microsoft 365 or Google Workspace, look there instead -- Track Delivery only covers our mail server.
My outgoing message was accepted but went to their spam
That's decided by the recipient's provider. See Why Your Emails Go to Spam (and How to Fix It) for how to improve your delivery, starting with SPF, DKIM and DMARC.
I see lots of messages I didn't send
One of your mailboxes or website scripts may be compromised and sending spam. Change your email passwords (see How to Change an Email Account Password in cPanel) and open a ticket straight away so we can help clean it up.
Related guides
- How to Read a Bounce Message (Common Email Errors Explained)
- Why Your Emails Go to Spam (and How to Fix It)
- How to Create Email Filters for One Account in cPanel
- How to Fix "Mailbox Full" Errors
Still stuck? Open a support ticket and the Instant Access Internet Services team will help.
