If a message has not arrived, cPanel's Track Delivery report can help you collect information for support. It shows recorded delivery events, not a guarantee that someone has seen a message. Start with one recent example rather than changing email settings or repeatedly resending it.
This guide is for customers with access to their own hosting account's cPanel. If you only have mailbox access, or your email is managed by another provider, contact support or your email administrator instead.
Find a message
- Sign in to your cPanel.
- Open Email, then Track Delivery.
- Enter the recipient's full email address in Recipient Email and select Run Report.
- Use Show All, if available, so that successful and unsuccessful events are not hidden by a failure-only filter.
- Find the matching sender, recipient and approximate time. Select the information icon beside that event to view its details.
The time shown uses your browser's timezone setting. Include the timezone when passing a time to support. If the feature is missing, stop here and ask support for help. You do not need to change your hosting configuration to report a missing message.
Understand the result
Read the Result text as well as the event icon:
- Success: the system recorded delivery. If the recipient cannot find the message, ask them to check junk folders and their mailbox rules. This is not a read receipt.
- Deferred: delivery has been delayed and the system will try again. Include the displayed reason when contacting support.
- In progress or unknown: the report does not yet establish a final outcome.
- Error or rejected: record the exact error. Check the recipient address for spelling mistakes, but do not assume every rejection has the same cause.
- Filtered: the message was accepted but not delivered to the recipient's inbox. Filtering needs further checking.
No result does not settle what happened
The report only contains the delivery records available to it. Check the recipient spelling and visible filters first. An empty report is not proof that the sender never sent the message, nor proof that it can be recovered.
There is an important limitation: cPanel warns that third-party mail services such as MailScanner can make Track Delivery results unreliable. If your account uses MailScanner, or the report disagrees with what you see, ask support to check the message rather than treating the report as conclusive.
The separate MailScanner guide explains its customer interface. Do not disable spam protection or broadly allow senders simply to investigate one missing message.
Send support one useful example
Open a support ticket with the sender and recipient addresses, date, approximate time and timezone. Say whether you were sending or receiving, whether one person or several people are affected, and include the relevant error text.
Keep screenshots limited to the affected event. Remove unrelated addresses, messages and sensitive content. Never include mailbox passwords or password-reset links. Support can investigate beyond the customer-visible report and advise what needs to happen next.
