Troubleshoot email delivery
If email at your .box name is not working, the Email tab tells you where the setup stands. This article explains each status and what to do about it. After any change to your DNS records, choose Perform check to re-check.
What the status means
Not detected: no email records are in place yet. Add your provider's TXT and MX records, covered in Connect an email provider.
Incomplete: one of the two steps is done and the other is not. Usually this means the TXT verification is in but the MX routing is missing, or the other way around. Add the missing record.
Misconfigured: records are present but not correct. Common causes are an incomplete set of MX records, a verification record your provider does not recognize, or records for two different providers mixed together. Recheck the values against your provider's guide and correct them.
Connected: both verification and routing are set up correctly.
Common fixes
Compare against your provider's guide. The exact TXT value and full set of MX records must match what your provider specifies, including priorities. A partial or altered set reads as Misconfigured.
Use one provider at a time. Leftover records from a previous provider can conflict with a new one. Remove records you no longer use.
Re-check after editing. DNS changes are not instant. They usually take effect within an hour, so if you just added records, give it time and choose Perform check again.
If you use custom nameservers
The Email tab checks the DNS records managed here in my.box. If you have pointed your name at custom nameservers and manage email records with that provider instead, the status here may not reflect what is actually live. In that case, manage and verify your email records where your DNS is hosted. See Set nameservers.
Only certain providers are recognized
my.box automatically recognizes six providers (Google Workspace, Microsoft 365, Proton Mail, Zoho Mail, Fastmail, and iCloud Mail). If you use a different provider, your email can still work, but the Email tab may not show Connected even when everything is correct.
Still stuck
If the tab cannot load your email configuration at all, it shows an error asking you to try again later or contact support. You can reach support at [email protected].