What should I do if I can't send or receive emails?

If you cannot send or receive emails, first identify where the issue happens.

1. Check whether the issue is in Outlook or in Webmail

If you are using Outlook, log in to the Webmail portal directly and check whether the emails are available there.

If the emails are available in Webmail, the issue may be related to the Outlook setup or sync.
If the emails are also not available in Webmail, further checking is needed on the mail service or domain settings.

2. Prepare the details needed for checking

To investigate an email sending or receiving issue, provide these details:

Registered email address
Domain name
The email address that is having the issue
Which email address the message is being sent from
Which recipient email address the message is being sent to

These details help track the email flow and identify the root cause.

3. If your domain mail settings were changed

If your mail provider asked you to update mail-related domain settings, send the full information provided by your mail provider to support@sitegiant.my for further assistance.

4. If your webmail service is not working

Check whether your webmail plan is active. If the webmail service has expired or been cancelled, you need to renew or sign up for the webmail service before sending and receiving emails will work again.

5. If emails appear missing

If some emails are missing in Outlook, check whether they are still available when you log in directly to the Webmail portal.

6. If Outlook cannot access the mailbox or new emails are not coming in

If Outlook shows a send/receive error, cannot access the mailbox, or new emails are not coming in for multiple addresses under the same domain, check the mailbox storage usage.

If the disk usage has exceeded the limit, the affected mailboxes may not be able to receive new emails and access may fail.

In this case:

Log in to the affected mailbox through the Webmail portal if access is still available
Delete old or unnecessary emails to reduce storage usage
Monitor the mailbox, because the issue may return if the storage becomes full again
If the mailbox or hosting usage is already near the limit, consider upgrading the package to avoid the issue repeating

If emails are being sent without your knowledge, or your domain appears to be sending spam:

Reset the password for the affected email account as soon as possible
Avoid clicking suspicious links
Run a full virus scan on the PC or laptop used to access the mailbox
Monitor the account after the password reset

In some cases, spam may be sent through SMTP from a remote server, so the messages may not appear in the Sent folder.

7. If spoof emails are received from your own domain

If you receive emails that appear to come from your own email address but you did not send them:

Do not click any links in the message
Mark the email as spam or ignore it
Change your email password
Use a strong password with uppercase letters, lowercase letters, numbers, and symbols

If the issue continues after changing the password, further server-side checking may be required.

8. If DNS protection is required

For domains affected by spoofing or suspicious sending activity, additional DNS records such as SPF and DKIM may be required to improve email authentication and monitoring.

Updated on: 11/05/2026

Was this article helpful?

Thank you!