Error: "User isn't located here" Error (5.1.1)

Troubleshooting: "User isn't located here" (5.1.1)

If you see the error "User isn't located here (5.1.1)", it means a message reached our system, but we couldn't find a final destination for it. Essentially, the system has no instructions on how to deliver the mail.

Why is this happening?

This error occurs when the delivery process fails to find a valid endpoint. The most common causes are:

1. The User Does Not Exist: The most frequent cause is that the address does not belong to an active User on your account. If there is no mailbox created for that specific name, the system has nowhere to drop the mail.

2. Missing Routing Rules: If the address isn't a primary User, it must have a Routing Rule or an Account Sieve script to tell the system to deliver it elsewhere (like an alias). Without these instructions, the system assumes the recipient is invalid.

3. Invalid "Delivery Mail to" Setting: You may have a routing rule, but the destination address (the third column in your routing table) is pointing to a user that doesn't exist or is misspelled.

4. Rule Formatting Errors: If you include the domain in your matching rules (e.g., entering alias@domain.com instead of just alias), the system looks for alias@domain.com@domain.com, which will always fail.

How to Fix It

1. Create a User or an Alias

• If the address should be a standalone inbox: Go to your Users page and create the user. Since Purelymail doesn't charge per user, this is often the simplest fix.

• If the address should forward elsewhere: Go to the Routing page and create a rule to "catch" that address and send it to an existing mailbox.

2. Verify the Routing Destination

Check your Routing table and look at the "Delivery Mail to" column:

• Ensure the destination is a valid, existing user on your account.

• Check for typos in the destination email address.

3. Correct the Matching Logic

When setting up rules on the Routing page, do not include your domain name in the "Matching" column.

• Incorrect: support@yourdomain.com

• Correct: support

4. Check for Sieve Filter Conflicts

If you use Account Sieve or User Sieve filters, ensure a script isn't accidentally rejecting the mail or redirecting it into a "loop" that eventually fails.

Summary of Delivery Logic

Our system follows this order to find a home for your mail. If it reaches the end of this list without a match, it returns the "User isn't located here" error:

1. Postmaster rules (Hardcoded)

2. Symbolic Subaddressing (e.g., ignoring everything after a + or _)

3. Account Routing Rules (Aliases and redirects)

4. Account Sieve Rules

5. User Sieve Rules

6. Final delivery to the User's inbox