Troubleshooting Guide
Solutions to common issues with domains, email delivery, encryption, and more.
Common Issues
Domain Not Verified
If your domain verification is failing, check these common issues:
DNS records are correct
Double-check that you've added all required records (MX, SPF, DKIM) exactly as shown in your domain settings.
DNS has propagated
DNS changes can take up to 48 hours to propagate globally. Use tools like MXToolbox or DNSChecker to verify your records are live.
No conflicting records
Make sure you don't have multiple SPF records (there can only be one). Also check for conflicting MX records.
Correct host/name field
The '@' symbol means root domain. Some providers want an empty field instead. For DKIM, use 'centerleap._domainkey' exactly.
Verification Tools:
- MXToolbox - Check MX, SPF, and DKIM records
- DNS Checker - Verify DNS propagation globally
Can't Send Emails
If you're unable to send emails, check these items:
Domain is verified
Your domain must be fully verified (MX, SPF, DKIM) before you can send emails.
Email account is not send-only disabled
Make sure you haven't accidentally enabled receive-only mode on your account.
Vault is unlocked
Your encryption vault must be unlocked to send emails. Enter your encryption password if prompted.
Check for error messages
Look for specific error messages in the compose window. Common errors include rate limiting or authentication issues.
Rate Limits
New accounts have sending limits to prevent abuse. These limits increase over time with good sending reputation.
Can't Receive Emails
If you're not receiving emails, try these steps:
MX records are correct
Verify your MX records point to mail.centerleap.com with the correct priority.
Check spam/junk folder
Some emails might be caught by spam filters. Check your spam folder.
Account is not send-only
If send-only mode is enabled, the account won't receive incoming emails.
Try syncing manually
Click the refresh/sync button in your inbox to force a sync with the mail server.
Test with a different sender
Send a test email from a different email provider to rule out sender-side issues.
Decryption Failed
If you're seeing "Decryption failed" errors when viewing emails:
Unlock your vault
Make sure your encryption vault is unlocked. You'll need to enter your encryption password.
Correct encryption password
Verify you're entering the correct encryption password (not your login password if they're different).
Check for key issues
If your encryption keys were recently changed or there was a problem with key sharing, contact support.
Key Recovery
If decryption consistently fails and you've forgotten your encryption password, you'll need your recovery key. Without both, encrypted data cannot be recovered.
Vault Keeps Locking
This is expected behavior for security. Your vault locks after a period of inactivity.
Adjust vault timeout
Go to Settings → Security and increase your vault timeout duration.
Stay active
The vault timeout resets with activity. Regular use will keep it unlocked.
Use a password manager
Store your encryption password in a password manager for quick access when unlocking.
Available timeout options: 15 minutes, 30 minutes, 1 hour, 4 hours, 8 hours, 24 hours.
Emails Going to Spam
If your emails are being marked as spam by recipients, check these items:
All DNS records are configured
Make sure SPF, DKIM, and DMARC are all properly configured. Missing records hurt deliverability.
DMARC policy is appropriate
Start with 'p=none' for monitoring, then gradually tighten to 'quarantine' or 'reject' once you're confident.
Avoid spam triggers
Don't use all caps, excessive punctuation, or spammy phrases in your subject lines and content.
Send quality content
Sending valuable, relevant content to engaged recipients builds your sender reputation.
Check blacklists
Use MXToolbox to check if your domain or IP is on any email blacklists.
Slow Email Sync
If email syncing is slow, consider these factors:
Initial sync takes longer
The first sync of a new account fetches all existing emails, which can take time depending on mailbox size.
Large attachments
Emails with large attachments take longer to download and encrypt.
Network conditions
Check your internet connection. Slow or unstable connections affect sync speed.
Try manual refresh
Click the refresh button to trigger a manual sync if automatic sync seems stuck.
Subsequent syncs are incremental and much faster, only fetching new emails.
Email Forwarding Not Working
If your forwarding rules aren't working as expected:
Forwarding address is verified
You must verify the destination email address by clicking the link in the verification email we sent.
Rule is enabled
Check that the forwarding rule is toggled on in your email account settings.
Check the forwarding type
Make sure you've selected the correct type (incoming, outgoing, or both).
Check destination spam folder
Forwarded emails might be going to the spam folder at the destination address.
Note: Forwarded emails may have modified headers which can affect spam filtering at the destination.
Still Need Help?
If you couldn't find a solution to your problem, try these options: