Support — Common Issues

Five things that commonly go wrong, and how to fix them.

1. Emails are not arriving

Most likely cause: no allow rule is set.

Every new alias starts with an empty allow-rule list, which means all incoming mail is rejected by default. You must add at least one rule before mail can be delivered.

/allow add <alias> <sender@example.com>
/allow add <alias> @example.com      ← whole domain
/allow add <alias> *                 ← accept everything (not recommended)

Check what rules are active:

/allow list <alias>

Other causes to check:

Alias is paused — use /resumeemail <alias> to re-enable it.
You are sending to the wrong address. The alias address is <alias>@<hosted-domain>, not your personal email. Confirm with /listemail.
Monthly quota is exhausted. Check with /usage — once the limit resets at the start of the next calendar month, delivery resumes.
The sender’s domain has a strict DMARC/DKIM policy and the mail was rejected at ingress. Rare, but possible with some automated senders.

2. The bot is not responding

In a private chat with the bot:

Send /start. If there is no reply at all, the bot may be temporarily unavailable — try again in a few minutes.
If you previously blocked the bot in Telegram, unblock it first (Telegram → bot profile → Unblock).

In a group chat:

The bot must be a member of the group. Add it with @tgemails_Bot if it is not already present.
If the bot is present but not responding to commands, it may be in privacy mode. Either promote it to admin, or send /start directly in the group to trigger the menu.

3. Alias creation is rejected

Name already taken — alias names are globally unique across all users on the hosted instance. Try a different name.

Name reserved or looks like a system mailbox / brand — names such as admin, support, noreply, paypal-alerts, google-info are blocked to prevent impersonation. Pick a personal or project-specific name like newsletters, shopping, or myproject-ci.

Plan limit reached — free accounts have a cap on the number of active aliases. Use /plan to see your limit and /listemail to see how many you have. Delete unused aliases with /deleteemail <alias> to free a slot, or upgrade your plan.

4. Attachments are missing or files are not downloading

File is too large for Telegram. Telegram limits bot-sent files to 50 MB. Attachments over that size are delivered as a browser-view link instead (accessible via the “View in browser” button on the Telegram message). The original file is stored and accessible for the retention period shown in /plan.

Storage quota exhausted. Once your storage quota is full, new attachments cannot be stored and are skipped. Check with /usage. Delete old aliases you no longer need (this also frees their stored attachments), or upgrade your plan.

Link has expired. Attachment download links are time-limited. If a link has expired, the original stored attachment is still accessible through the browser-view interface as long as it is within your retention window.

5. Receiving unwanted mail / want to restrict senders

Add an allow rule to restrict an alias to only the senders you trust:

/allow add <alias> noreply@github.com
/allow add <alias> @stripe.com

Once an allow rule exists, only matching senders can deliver. All other mail is rejected silently at ingress (no bounce is sent to the sender).

Pause the alias to temporarily stop all delivery without losing the address:

/pauseemail <alias>

Delete the alias if you no longer want it at all. This is permanent:

/deleteemail <alias>

A deleted alias can be re-created later (if the name is available), but its mail history and settings are gone.

Still stuck?

Contact support: @yolovlad (Telegram) — include your alias name and a brief description of the issue.

For data requests (export or deletion), use /export_me or /delete_me directly in the bot. No need to contact support for these.