How to Fix a ‘Phantom’ or Ghost Email Account in Ecenica Dashboard

A phantom or ghost email account appears in Ecenica Dashboard but does not function correctly. Whilst rare, we’ve seen this happen if the email account’s data directory is missing or has been deleted, leaving behind an incomplete reference.

Follow the steps below to resolve the issue and restore proper email account functionality.

Symptoms

• An email account appears in Ecenica Dashboard but does not function.
• Attempts to log in via webmail result in errors.
• The email account cannot be managed or deleted properly.
• cPanel does not show the email account.

Cause

This issue occurs when the email account’s data directory is missing or has been deleted, leaving behind an incomplete reference in Ecenica Dashboard.

Resolution

Step 1: Locate the Mail Directory

1. Log in to your Ecenica Dashboard.
2. Open File Manager.
3. Navigate to the mail directory at:
   /home/username/mail/
   (Replace username with your hosting account username.)

Step 2: Create the Missing Mailbox Directory

1. Identify the phantom email account (e.g., john@example.com).
2. Inside the mail directory, locate the folder for your domain (e.g., example.com).
3. Within the domain folder, create a new directory matching the mailbox name.
   • Example: For john@example.com, create a folder named john.

Step 3: Verify in Ecenica Dashboard

1. Return to Ecenica Dashboard > Email Accounts.
2. Check if the phantom email account now appears correctly.

Step 4: Delete and Recreate the Email Account

1. Locate the email account in Email Accounts and click Delete.
2. Recreate the email account by clicking Create, or create a new one if preferred.

This ensures a clean setup, resolving the issue and allowing proper email management.

If you need assistance, please contact support.