No emails from 3cx for one email address

[String-and-2-cans]

Hi

User [email protected] on x123 was set up on 3cx and welcome email sent, this would've got an NDR as the mailbox was not set up at that time.

Mailbox now set up and working fine.

Now, the user x123 does not get voicemail emails or resend of welcome email. Changing email to [email protected] and its fine. Giving freds mailbox a second address [email protected] and it works fine. Changing back to correct email [email protected] and no emails.

Mailbox server (365) does not show any failures at all.

Its as if the original email address got an NDR back and is now "blocked" on the 3cx/host side and the email sender does not even try.

Any way to check and clear this?

 

[JohnS_3CX]

Hello,

Yes this will cause the email to be blocked on the 3CX SMTP server, please avoid doing so because it may trigger spam/abuse filters.


Please open a ticket or use the following link to contact support, and pick the cloud instances team https://www.3cx.com/contact-form/

 

[String-and-2-cans]

Hello,

Yes this will cause the email to be blocked on the 3CX SMTP server, please avoid doing so because it may trigger spam/abuse filters.


Please open a ticket or use the following link to contact support, and pick the cloud instances team https://www.3cx.com/contact-form/

Hi
Thanks for that.
OK - good to know.

But is the issue with the 3cx support team, or is it with our instance/servre? Its hosted by a 3cx partner on a dedicated (virtual) server in their DC not by 3cx themselves? (Though emails are sent from [email protected]) . Hence they set up 3cx user before onsite IT created actual user/mailbox

No way we can self-manage this?

Or just use [email protected] and update it when mailbox created?

 

[JohnS_3CX]

You instance is not the issue at all here, its our SMTP server that blocks the email (your PBX sends the request to the 3CX SMTP, and we deliver the email unless the address becomes blocked for any reason).

It's not possible to self manage it if you use the 3CX SMTP, only if you use yours (requires PRO / ENT version)

So for the easiest solution, yes you can use your [email protected] and update it later. Then just resend the welcome email to the user from your PBX after their email box is ready.

 

[String-and-2-cans]

You instance is not the issue at all here, its our SMTP server that blocks the email (your PBX sends the request to the 3CX SMTP, and we deliver the email unless the address becomes blocked for any reason).

It's not possible to self manage it if you use the 3CX SMTP, only if you use yours (requires PRO / ENT version)

So for the easiest solution, yes you can use your [email protected] and update it later. Then just resend the welcome email to the user from your PBX after their email box is ready.

Ah, understood.
This is a pro license instance, and yes, seems to be using 3cx SMTP server rather than one we control, so yes, will raise a support case wit yourselves to clear, and will speak to our 3cx hosters and see if they want to use us - easy enough to relay off 365 which would give us the logs, or they will need to set email to it@ and let us deal leter.

Thanks for explanation

edit: can't log call with 3cx - when I try it says we are supported by the 3rd party, so will have to go via them and no support from 3cx is provided unless we buy it.