If you have your website hosted with us and have a contact form on your website, and your email is with another email provider such as Google, Office 365 or another provider, you need to ensure that Email routing is set to Remote. Generally, if you just set up your hosting services with us, cPanel will automatically assume that the messages will be delivered to a mailbox on the same server. To resolve this, you need to login to your cPanel account.
To login to your cPanel account, you can login via
- https://yourdomain.com.au/cpanel (your actual domain) or;
- via MyToolbox.
Your cPanel username and password would have been sent to you in the email when you signed up with us, subject titled “New Account Information“. If you have misplaced this email, please contact us and we are happy to resend you this email.
Navigate to Email routing under the Email section
If you have several add on domains in your cpanel account, you will need to select the domain name in the dropdown box first. The dropdown box will not appear if you only have one domain in the account.
Configure Email Routing
- (recommended) – This one is selected by default. If you’re managing your DNS with (via Zone Editor) us, and your MX records are set to a third party (such as Google or Office 365), the system should detect this automatically. The system will only detect if the MX records are set to a external service within zone editor.
- Local Mail Exchanger – The server will always except the email on the same server.
- Remote Mail Exchanger – The server will send the email out to the external mail server
In this example, yourdomain.com.au email is hosted externally on Office 365, We want to ensure the email is going to go to our mail account. Therefore, we will select Remote Mail Server to ensure delivery to the Microsoft 365 mail servers.
Once you have selected the selection, click the Change button to save the record. Please try and see if the enquiries from your will now be delivered to your inbox. Please ensure you also review the SPF record in your DNS Zones to ensure the TXT record is correct. The email server may reject the email if the TXT record is not set up correctly in your DNS zone.
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