Enterprise license key never arrives at Zoho mailbox — locked out of portal, need delivery to alternate address

Issues
1

Issue Description

I have an active Stalwart Enterprise subscription but have never received my Enterprise license key. The key is supposed to arrive by email, but no mail is reaching my mailbox. My mail is hosted on Zoho Mail, and I have checked the Inbox, the Spam folder, and the Quarantine — nothing is there. The message simply never lands.

This is not specific to the license email: password-reset emails also fail to arrive at the same Zoho mailbox. I have confirmed this for both the licensing portal (license.stalw.art) and this support forum (support.stalw.art) — I requested password resets and neither email ever arrived. I can still log in to Zoho itself; the problem is that inbound mail to this address is not being delivered only for stalwart. This points to a broader inbound-deliverability problem on the receiving (Zoho) side, or a sending problem on Stalwart’s side.

Because the reset emails never arrive, I am effectively locked out of the licensing portal, so retrieving the key from license.stalw.art myself is not currently possible.

What I would like from support: please deliver the license key to the alternate (non-Zoho) email address, or make it available through another channel, and if possible update my account email to a working address.

Expected Behavior

After an Enterprise subscription is purchased, the signed license key should be delivered to the email address on the order and be retrievable from the licensing portal at https://license.stalw.art, so it can be installed on the server to activate Enterprise features. Account and portal access (including password reset) should also work via email. Per the documentation, the key is available immediately after purchase and license changes are applied at license.stalw.art. Docs: Enterprise License | Stalwart

Actual Behavior

No email from Stalwart reaches my Zoho mailbox — not the license key, and not password-reset messages either. Everything else arrives as usual. Nothing appears in the Inbox, Spam, or Quarantine; the messages never land in any folder. As a result I have no key, cannot activate my Enterprise subscription, and cannot reset my password to log into license.stalw.art. Deviation from expected: every email-dependent path (key delivery and account/portal access) is broken because inbound mail to this Zoho address is not arriving.

Reproduction Steps

  1. Hold an active Stalwart Enterprise subscription, ordered using my Zoho-hosted email address.
  2. Wait for the Enterprise license key to be delivered by email.
  3. Check the Zoho mailbox thoroughly: Inbox, Spam folder, and Quarantine.
  4. As a further test, request a password reset from license.stalw.art and from support.stalw.art.
  5. Result: neither the license-key email nor either password-reset email arrives in any folder — inbound mail to this Zoho address never lands, so the key cannot be retrieved or installed and the portal cannot be accessed.

Relevant Log Output

No server-side logs apply. This is a license-key delivery / account issue — the licensing and password-reset emails never reach my mailbox — rather than runtime behavior of the Stalwart server, so there are no relevant local logs to attach. Happy to provide anything else if it would help.

Stalwart Version

v0.16.x

Installation Method

Docker

Database Backend

PostgreSQL

Blob Storage

PostgreSQL

Search Engine

PostgreSQL

Directory Backend

OIDC

Additional Context

This is a licensing / mail-delivery issue rather than a runtime problem, so the technical fields above (Stalwart version, installation method, and the database / blob / search / directory backends) are not directly relevant to the cause; I’ve noted them only because the form requires a selection. No special client software, proxy or reverse-proxy configuration, or unusual network setup is involved.

Because no mail is being delivered to my Zoho address — including password resets — the licensing-portal workaround isn’t usable (I can’t log in or reset my password there). The simplest resolution would be to send the license key to the working alternate (non-Zoho) email address given in the Issue Description, and ideally to update my account’s email to that address. I’m happy to verify my identity and order details by whatever method support prefers.

I have reviewed the documentation and FAQ and confirm that my issue is NOT addressed there.

on

I have searched this support forum (open and closed topics) and confirm this is not a duplicate.

on

2

This is a licensing and account-access issue that requires direct action from the Stalwart team – it cannot be resolved by the Help Bot or the community.

Specifically, Felix needs:

  1. Manual delivery of the Enterprise license key to a working (non-Zoho) email address.
  2. An account email update on license.stalw.art so that password reset and portal access work again.

These are administrative actions on Stalwart’s licensing backend that only staff can perform. A staff member will need to:

  • Verify Felix’s identity against the order record.
  • Either push the license key to an alternate address or provide it through another channel.
  • Update the account email so the portal becomes accessible.

There is nothing the community or the bot can do here. This thread is correctly filed under Issues and a staff member will follow up.

This is an automated reply from the Stalwart Help Bot. Other community members may follow up if this answer is incomplete or wrong.

3

On why nothing reaches the Zoho address, not even Spam or Quarantine: that points to the receiving side dropping mail from our sending domain before it files anywhere, which I’ll also check from our outbound logs to that address. Either way, please contact [email protected] for assistance.