Problem Description
- You have an email account hosted with us that is configured to forward to another mail account that is not hosted with us (like Google Apps or Outlook.com, but could be any 3rd party / external email service).
- Some or all messages are not making it to the final destination that is hosted externally.
When you enable forwarding on an account at Websavers, all messages sent to the email address are forwarded to the address you've configured. We utilize SRS headers to correctly rewrite messages for forwarding.
Any spam that is sent to the email address created with us, is then forwarded directly through to the final destination email address. This may result in our server obtaining a negative reputation even though we're not the ones doing the spamming, and even though the final destination's servers should know better simply by reading the SRS/forwarding headers.
Here's an example of what Google's mail servers frequently respond with:
450-4.2.1 The user you are trying to contact is receiving mail at a rate that 450-4.2.1 prevents additional messages from being delivered. Please resend your 450-4.2.1 message at a later time. If the user is able to receive mail at that 450-4.2.1 time, your message will be delivered.]
Sometimes these messages eventually make it through with a big delay, other times they're never received. When this happens, there is nothing we can do about it to ensure the message is received by Google. You must contact Google for support with issues like this.
Problem Resolution
How to disable mail forwarding with Plesk
- Follow this guide to log in to Plesk
- Choose the “Mail” tab on the left, or click “Email Addresses” under the domain you wish to add an email account / forward for.
- Select the email account for which you wish to disable forwarding
- If you don't know the email account's password, you may wish to enter a new one here
- Ensure the "Mailbox" checkbox has been checked
- Select "Apply"
- Choose the Forwarding tab
- Uncheck the box “Switch on mail forwarding“
- Click OK.
You can now access the email account directly at webmail.websavers.ca and you can configure a mail app on your device(s) to access your email.
Legacy Solution: POP Retrieval [Note: Google no longer has a POP retrieval option] If you must have your emails pulled into a Gmail or Outlook account, you can enable POP retrieval by following the matching guide: Enable POP retrieval with Gmail and Enable POP retrieval with Outlook.com/Hotmail. If your 3rd party mail provider does not have a POP retrieval option, your only choice is either unreliable forwards or directly accessing your email - we recommend the latter.
Troubleshooting Note
Because we provide options that totally resolve this issue (directly accessing your email) and we have no access to troubleshoot issues with 3rd party 'final destination' email addresses (unless that's also hosted with us), we can rarely help resolve issues with forwards. Therefore, in order to obtain support with mail forwards, you must have clear proof from the final destination email service indicating that the issue is with the configuration of our services. An example of this could be a bounce message or a mail server error report. If your final destination email address is a Gmail address, we will require a report from Google support that includes the exact error from the Google server attempting to receive that message.
