If Google Workspace is not receiving mail, the issue is normally DNS, MX records, user setup, routing, suspension or domain verification. Sending and receiving are separate, so users may still be able to send even when incoming mail is misrouted.
What to check
- Confirm the user exists in Google Admin.
- Check the mailbox is active and not suspended.
- Check the domain is verified in Google Workspace.
- Check MX records point to Google.
- Check whether DNS is managed through Cloudflare, cPanel or the registrar.
- Ask the sender whether they received a bounce message.
Common migration issue
After moving from cPanel email to Google Workspace, old MX records sometimes remain in the DNS zone. This can result in email still going to the old server instead of Google.
When to contact support
Send us the affected email address, sender address, approximate sending time and any bounce message. That gives enough information to trace whether the problem is DNS, Google routing or sender-side rejection.
Need help?
Open a support ticket directly from within your GetHosting.online customer account. Phone support is also welcome on (+44) 01457 337 247. For international contact numbers, please see our contact page.
GETHOSTING.ONLINE is a subsidiary of GetUK Support.
