Package 1 · Backup MX
Secondary MX, temporary queuing during destination outages and automatic delivery on recovery. No mailbox pre-check, AntiSpam, Antivirus, content inspection or quarantine.
TECHNICAL GUIDES
Backup MX Delivery Troubleshooting Checklist
Identify whether a delay comes from service state, DNS, routing, SMTP rejection or final mailbox handling.
Package 2 · Email Protection
Primary MX gateway with configurable AntiSpam, Antivirus, sender-domain checks and quarantine. Publish only gate.securawall.com and configure a separate manual receiving target. Queuing and recovery remain included.
Optional SMTP Relay add-on
Add authorized outbound delivery to either Package 1 or 2 for the same domain. Separate add-on pricing, approval, server credentials, quotas, TLS and verified SPF apply. Customer-domain DKIM signing is optional and recommended. Incoming protection remains determined by the base package.
Explore packages and add-ons
By the SecuraWall team · Updated · Operational guidance, not a delivery guarantee.
Start with the message identity
Collect the queue ID or message identifier, recipient, timestamp and latest full error. Identify whether it is customer mail, a system notice or a delivery failure notification. Compare the same message across events; a different queue ID may be another message rather than evidence of retry.
If no mail was accepted
Check the active service period, TXT ownership status, required MX and the address used by the sender. The backup service cannot report a message that never reached or was never accepted by it. A sender may use another MX or stop after a permanent error. Ask for its SMTP response rather than assuming data was lost.
If a message is waiting
Inspect queue age, destination and temporary error. Confirm that the real target is reachable and correctly configured. Compare the public DNS observations with saved automatic destinations or the configured manual target. Do not route the gateway back to itself.
If the destination rejected it
A permanent unknown-user or relay/policy rejection needs the receiving administrator. Check the real recipient, allowed domains and forwarded-message authentication. Do not disable filtering for all mail to clear one error, and do not assume a different MX should bypass the rejection.
If remote SMTP accepted it
Look in the receiving service’s mail logs, quarantine, spam folder and mailbox rules. Remote acceptance and inbox arrival are different stages. If a notification is only locally accepted, trace its remote outcome separately. A notification can be delayed even when customer forwarding works.
What to include in a support ticket
Send the domain, time and time zone, queue ID, recipient, current service/DNS state and complete error. Redact passwords, reset links and card information. State the expected result and a controlled test that reproduces the issue. Preserve useful evidence before deleting a domain or purging its queue.
References and service conditions
Related guides
Deferred vs Bounced Email: SMTP 4xx and 5xx
Read delivery errors without confusing temporary retry, permanent rejection and inbox placement.
Read guide →Troubleshoot Backup MX TXT Ownership Verification
Check the correct DNS zone, record name and current verification token before blaming propagation.
Read guide →Backup MX, SPF, DKIM and DMARC
Why forwarded email can fail authentication, how sender rewriting helps and where its limits remain.
Read guide →