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.

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

In this case:

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
Reset the password for the affected email account as soon as possible
Avoid clicking suspicious links

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.

9. If your mailbox is receiving spam

If your mailbox is continuously receiving unwanted spam emails:

Note down the spam sender email addresses (provide several samples if possible).
Contact support with the spam sender addresses so the webmail server settings can be updated to block them.
Delete any existing spam messages from your inbox.
Monitor your inbox after the update. If you continue to receive spam from new addresses, provide those addresses to support for further investigation.

No action is required from your end while the server-side configuration is being updated.

Updated on: 21/05/2026

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