The issue occurs even when the domain's MX record has been redirected to HES' MX records:

• EMEA: in.hes.trendmicro.eu
• Non-EMEA: in.hes.trendmicro.com

It is NOT advisable to redirect your MX record to HES when the domain has not yet been successfully added to your HES account. Doing so will cause mails to be bounced, because at that point, HES has no idea where to deliver mails for your domain.

Below is the correct process:

1. Add the domain to your HES account.

   

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2. Wait for the domain to appear on your account with the status "Adding".

   

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3. Send a test email to your test address.
4. Confirm that the test email is received.
5. Redirect your MX records. Refer to the article FAQs about Hosted Email Security and click the topic Why do registered users need to redirect their MX records to HES?.

If you have redirected your MX records and are unable to add your domain, you may do any of the following workaround:

Option 1

1. Revert your MX redirection to your original MX.
2. Wait for MX to propagate. This may take 24 to 48 hours.
3. Add the domain to HES again.

Option 2

1. Create a secondary MX record for your domain pointing to your mail server IP.
2. Wait for MX to propagate. This may take 24 to 48 hours.
3. Add the domain to HES again.