Troubleshooting

Quick answers to the problems customers run into most often.

Last updated: 2026-10-13

Domain will not verify#

• Wait, then verify again. Some DNS providers take up to 48 hours.
• Check the name field. Many providers add your domain automatically: enter _dmarc, not _dmarc.yourbrand.com.
• Two SPF records? A domain can have only one record starting with v=spf1. Merge them. See DNS records explained.
• Cloudflare: set the mhbounce CNAME to DNS only (grey cloud).
• DKIM value cut or changed? Copy it again from the portal and paste it in one piece.

My campaign will not start#

Open the pre-send check. It names the exact reason: an unverified sender or domain, a missing unsubscribe link, not enough volume left on your plan, or an account still in review.

My emails go to spam#

1. Confirm SPF, DKIM and DMARC show Verified on Sending domains.
2. Send from a recognisable From name and an address on your domain.
3. Send to engaged contacts first, and remove people who never open.
4. Check Reports → Deliverability for complaints and bounces.

See Deliverability best practices.

My import failed#

• Email column not found: rename the email column to Email.
• Arabic names look broken: save the file as CSV UTF-8, or upload it as XLSX.
• Fewer contacts than expected: MailHoor removed disposable addresses and domains that cannot receive email. Download the removed rows to check.

I did not receive the verification code#

Check spam and promotions folders, wait a minute, then request a new code. If it still does not arrive, email support@mailhoor.com from the same address.

Business Mail is not receiving email#

Make sure the domain's MX records point to MailHoor as shown on the Business Mail page, and that no old MX records remain at your DNS provider.

Something else#

Contact support. Tell us your workspace email, what you tried, and a screenshot if you can.