In many cases, email reception problems are due to the configuration of your spam filters, since if you are not careful when using them they can be too drastic when it comes to protecting you. If the users of the email accounts hosted by you complain that they do not receive emails, you can try reducing the aggressiveness of your filters.
To reconfigure the SpamAssassin you must follow these steps:
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Enter the cPanel where the email account that reports a problem is hosted
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Go to "Mail> SpamAssassin"
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Press the "Disable Auto-Delete Spam" button
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By pressing the "Go Back" link, verify that the auto deletion feature has been successfully disabled, checking that the title "Spam Auto Delete is Disabled" is observed in the "Filters" section.
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Press the "Configure SpamAssassin" button at the bottom of the page in the "SpamAssassin ™ Configuration" section.
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In the "required_score" field, place a value preferably between 8 and 10. The default setting is 5, but the lower the number, the more aggressive the filter will be with the emails.
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Press the "Save" button.
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Go back to "Home" and go to "Mail> Account Level Filtering" and verify that there are no filters set, if there are none created in the "Current Filters" section you will see the text "You have no filters setup". If there is any, check that this is not the cause of the problem, studying its configuration.
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Go back to "Home" and go to "Mail> User Level Filtering".
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By clicking on the "Manage Filters" link next to each of the clients, verify that there are no filters established for individual clients. If there is any, check that this is not the cause of the problem, studying its configuration.
