In KeyHelp you decide for each domain whether our server receives and sends email for it, only sends email, or has nothing to do with email at all. This matters as soon as your website is hosted with us while your mailboxes are with another provider - for example Microsoft 365, Google Workspace or your previous email provider.
This guide shows where to find the setting, what each option does and which setting fits your situation.
Most common mistake: website with us, mailboxes elsewhere
If a domain is set up for email on our server, the server considers itself responsible for that domain. Emails created on the same server - for example from the contact form of your website, from your shop or from other websites on the server - are therefore delivered straight to the mailbox on our server. The server does not look up the MX records of your domain for this.
If your mailboxes are elsewhere, these emails never arrive there. In that case, turn off receiving for the domain in KeyHelp as described below.
Step 1: Log in to the control panel
In the customer area, open the hosting details under Web hosting and click Open panel. You are taken to KeyHelp without logging in again. More in Your web hosting at a glance.
Step 2: Edit the domain
In the menu on the left, click Domains under Domains. In the row of your domain, click the pencil icon (Edit).
Step 3: Open the "E-Mail" tab
Switch to the E-Mail tab at the top. Under E-Mail-Versand / -Empfang (sending / receiving) you find two switches and, below them, the DKIM-Selektor (DKIM selector) field. This is the default: the domain can be used for email, and receiving runs through our server.
The settings at a glance
| Setting | Meaning | Fits if … |
|---|---|---|
| Domain kann für E-Mail verwendet werden (domain can be used for email) on, "ausschließlich für den Versand" (sending only) off | Default. Our server receives and sends the domain's email. You create mailboxes in KeyHelp under E-Mail-Adressen. | Your mailboxes are with us and the domain's MX records point to our mail server. |
| Domain kann ausschließlich für den Versand von E-Mails verwendet werden (sending only) on | The domain's mailboxes with us are used for sending only. An external mail server, set in the domain's MX records, handles receiving. | Your mailboxes are elsewhere, but your website should send through a mailbox with us (for example a contact form with SMTP login). |
| Domain kann für E-Mail verwendet werden (domain can be used for email) off | Our server is not responsible for this domain's email. New email addresses can no longer be created for the domain. | All mailboxes are elsewhere and you need no mailbox of this domain with us. |
Case 1: Website with us, mailboxes with another provider
Your website is on our server, your mailboxes for example with Microsoft 365. If you need no mailbox of this domain with us, untick Domain kann für E-Mail verwendet werden and click Speichern (Save). The second switch disappears.
From then on our server treats your domain like any other external domain: emails, for example from your contact form, go to your external provider via the MX records.
Existing mailboxes remain
KeyHelp does not delete existing mailboxes of the domain when you turn email off; they stay listed under E-Mail-Adressen. Back up or transfer their contents first (for example with IMAPSync) and delete the mailboxes yourself once you no longer need them.
Case 2: Receiving elsewhere, sending also through our server
Your mailboxes are elsewhere, but your website or shop sends email through a mailbox with us, such as info@your-domain.com with SMTP login. Keep Domain kann für E-Mail verwendet werden ticked and also tick Domain kann ausschließlich für den Versand von E-Mails verwendet werden. Click Speichern (Save).
The mailbox with us is then used for sending only; incoming emails are accepted by the external mail server the MX records point to.
Adjust the DNS records for case 1 and case 2
KeyHelp does not change any DNS records when you switch. So check the DNS management of your domain - for domains registered with us, in the customer area (Editing DNS records):
- MX: The MX records point to the mail server of your external provider. Your provider gives you the exact values.
- SPF: The SPF record (TXT record starting with
v=spf1) must allow every server that sends email for your domain. If your website with us still sends email with your domain as sender, adda(the address of your website with us), for example:v=spf1 a include:spf.protection.outlook.com -all. Your provider specifies theincludepart. Each domain may have only one SPF record. - DKIM: If our server keeps sending for your domain, it also needs a DKIM record - see below and Configuring and enabling DKIM.
Order when moving your mailboxes
- Create the mailboxes with the new provider and transfer the contents.
- Switch the MX and SPF records to the new provider.
- Turn off receiving in KeyHelp (case 1 or case 2).
- Send a test email through the contact form of your website and check that it arrives in the new mailbox.
Changed DNS records take some time to apply everywhere, depending on their validity period (TTL).
Case 3: Everything with us (default)
If your website and mailboxes are with us, keep the default: Domain kann für E-Mail verwendet werden ticked, sending only unticked. The MX records of your domain then point to our mail server.
DKIM selector
With DKIM our server digitally signs every email it sends; the recipient checks the signature with a public key that is published as a TXT record in your domain's DNS. The selector is the name of this key - with the default value default the DNS record is default._domainkey.your-domain.com.
You only need your own selector in special cases:
- Your external provider already uses the selector "default": Choose a different name with us, for example
web, so both keys can exist side by side. - Renewing the key: A new selector creates a new key.
Important: Every time you change the selector, KeyHelp creates a new DKIM key. If another provider manages your domain's DNS, add the new record there - otherwise the DKIM check fails and your emails are more likely to end up in spam. How to read the record and publish it is described in Configuring and enabling DKIM.
Step 4: Save and check
Click Speichern (Save). KeyHelp confirms the change with "Die Domain … wurde aktualisiert" (the domain has been updated). While the wrench icon is shown in the domain list, the server applies the change; this usually takes less than a minute. Then test receiving and sending with an email to and from your domain.
Common problems
- Emails from the contact form do not arrive in the external mailbox: The domain is still set up for email with us, so the server delivers locally. Solution: case 1 or case 2.
- Emails from your website end up in spam: Usually the web server is missing from the SPF record or the DKIM record does not match the selector. Check both records.
- A new email address cannot be created: Domain kann für E-Mail verwendet werden is turned off for the domain. Turn it back on if you need the mailbox with us.
- Emails are rejected or delayed: Troubleshooting tips are in Email forwarding & delivery problems and the DNSBL mail blacklist check.