Client portal

Are your email messages going to the spam/junk folder of gmail, hotmail or yahoo? The answer here is not simple. There are many reasons why the destination mail server will deliver your email message to the spam folder instead of the inbox.

Top reasons for delivering emails to the spam folder

IP Reputation
First of all, the reason for your messages to go to the junk folder can be related to the reputation of the IP address of your mail server. You can do a quick check and see what’s the reputation at http://www.senderbase.org which is used by many email servers to beat SPAM. The IP reputation relies on many factors such as volume of sent emails, content of the messages, bounced messages, messages sent to not-existing email boxes, messages hitting spam traps. All that is used to calculate the reputation of your IP. Then mail servers decide where they will deliver the email message based on the IP reputation score.

The destination server blocks your domain
Another reason for deliving emails to the spam folder is the fact that your domain exists in the blacklist of the destination mail server. To find out if that was the case you will have to contact the mail administrator of the destination server.

Missing or wrongly configured reverse DNS record
You can see such an issue if your mail server is not properly configured and it doesn’t have reverse DNS or/and the hostname of the server doesn’t point to the IP used to send email messages.

Anti-spam filters
The biggest free mail providers such as gmail, hotmail and yahoo have anti-spam filters which in many cases take decisions to deliver your non-spam message to the spam folder. Really you can’t do much about that because you can’t control what their filters do. If you contact them and ask them why they deliver your legitimate e-mails to the junk folder they will tell you about the anti-spam filters. They will not tell you the exact reason though. They provide free mail services and they can do whatever they want with the messages. Everyone uses their free services on their own risk.


Occasionally, you may send an email message that returns a bounce-back message with an error such as the following:

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its
recipients. This is a permanent error. The following address(es) failed:

user1234@example.com
retry timeout exceeded

The following article explains some details on why this error occurs and some actions that the technical support team may need to take in order to resolve the problem.

Understanding the Email error: Retry timeout exceeded

This particular error message occurs when problems occur with either the server sending the email or with the receiving server that is the destination of the message. After a certain amount of failed attempts to deliver an email, the server sending the message will add the message ID to a database. The messages in this database are not included in the next cycle of attempts to transmit email messages. After a period of time, the messages in that database are then re-submitted for the next round of transmission attempts. This process continues until it reaches a failure point where the server will no longer attempt to send the message. After the attempts to deliver the message have been exhausted, you would then see the bounce-back message: Retry timeout exceeded.

Why does this error occur?

There are a wide variety of reasons that this error can occur. The issue will need to be reviewed by technical support to review the mail logs. This will help to identify the specific cause of the error. Here are a few of the common causes:

  • The mail box is full
  • SMTP port for sending messages is blocked
  • Spam filter issues
  • Network routing issues

Again, those are just a few of the possibilities. The issue requires that a technical support representative review the email logs in order to pinpoint the exact source of the problem.

What options do the Technical Support team have to resolve the issue?

If the problem is a typical email server error, then our support team can take standard measures to resolve the problem. For example, if the mail box is full or a port is blocked, then they can normally fix the issue fairly quickly. If there is something other than a typical error message causing the issue, the technical support team will need to escalate the issue to our systems team to try the following:

  • Force another attempt to transmit a specific message ID
  • Clear the retry database so that a repeatedly failing message can be resubmitted normally for re-transmission
  • Investigate the issue in more detail in order to determine the cause

Since this is an issue that may require some time for investigation, it is preferable that you send the issue through email to cs[at]ramahost.com. Then the issue would then be escalated to our Systems team for investigation and resolution.

We hire only great people with years of experience in the web hosting industry. The people who serve you has passed series of interviews and tests before they started serving you. Their time is very important and we cannot allow to be wasted. This is why we require all clients to follow our advises when they contact us for support. Not following our advises makes us unable to help you no matter how much we are willing to help you to resolve your problem. Please, always follow the advises you are given by technical support because we are doing this 24/7 and solve problems on daily basis hence we know best what needs to be done in a specific situation to resolve your problem.

The following actions are treated as abuse of our support department and it may result in pointing you to this article. If you keep on abusing our support dept. we may decide to not answer your request and close the ticket or live chat session until you become more cooperative and start following our advises.

  • Asking one and the same question multiple times while we have already provided an answer to it
  • Opening a live chat session to inform us you opened a ticket in less than 30 minutes since you opened the ticket
  • Not following our advises and trying to "teach" us how to do our job
  • Using rude phrases to communicate with us
  • Opening tickets with no details in them such as what you want us to do for you. Check our hot to get support article and follow it when requesting support. Opening a ticket without a detailed explanation about what you want us to do for you just wastes our support representatives' time to ask you for those details.

We hope all clients will follow our advises and be cooperative when they contact us for support so that we can do our job better and solve all problems in the quickest way.

You will get that error message if your mail client is not properly configured. To be exact, you missed to enable the option “My SMTP server requires authentication”. Once you enable it you will not see the error anymore. 

Your firewall/antivirus system may cause that error to appear as well. If the error persists after enabling SMTP authentication in your mail client, try disabling your firewall/antivirus.


Your incoming and outgoing server is mail.yourdomain.com where yourdomain.com is the name of your domain. You can use that for all your mail servers: POP3, IMAP and SMTP.


Powered by