Newly created users wont send to internal exchange


Sep 7, 2023
cPanel Access Level
Root Administrator
First off, please excuse my ignorance. My MSP has brought on a new customer who is setup using cpanel for dns. It also seems to be setup for external email transfer as well. All email seems to be flowing fine except for newly created users. Here is what I have done:

1) created new email account on cpanel
2) go on customer's internal exchange 2019 server and create their email account/active directory account
3) I wait an hour and try sending a test email, from my email account, to the newly created address.

It seems any external email is not going to the new user's exchange inbox. However, it is working for existing users and I have gone through every setting and even ad attributes and I cannot find what might be missing. Again, excuse my ignorance. I am not used to this platform and I have not touched a dedicated exchange server in years as ive basically lived in the office 365 world for years now.
Last edited by a moderator:


Jurassic Moderator
Staff member
Oct 19, 2014
cPanel Access Level
Root Administrator
Hey there! If only the DNS is being hosted on cPanel, I'm not sure why you would need to create an email account on the cPanel server. cPanel has no interaction with Exchange, so if the MX record is directing email somewhere else, step 1 of your work would not be necessary.

If that is true it also means that cPanel wouldn't be involved with the email issue at all, so I wouldn't have any ideas on why the email isn't working as it sounds like an Exchange issue.