Not receiving an email

If an email you expected has not arrived, it is usually sitting in another folder or being redirected by one of your own settings, not lost. Work through this checklist before you conclude it never arrived. If your email is on Gmail with Google Workspace, use emails not arriving in Gmail instead.

Check these first

1. Open the Junk Email folder in webmail. If the message is there, add the sender to your trusted senders list in Whitelist senders and domains. If a regular customer or supplier keeps landing there, your admin can trust their whole domain. If your spam filter is set to delete spam, it will not appear there - see Filter spam email.
2. Check your other folders. A content filtering rule or your Blocked Senders list may be moving or deleting the mail.
3. Check whether the account forwards mail elsewhere. If it does, look in the other inbox too.
4. Make sure your mailbox is not full. A full mailbox stops new mail from being delivered.
5. If this account is also set up with POP3 on another device, that device may have downloaded and removed the message. See IMAP or POP3.

Ask the sender

1. Ask them to confirm the exact address they used.
2. Ask whether they got a bounce message back.
3. If none of this explains it, contact support on WhatsApp at +60 16-916 3324 with the sender’s address and the time it was sent.

Common issues

I can't find an email a client says they sent me. Where do I look first?

Check the Junk Email folder. If it is there, add the sender to your trusted senders list in Whitelist senders and domains so this stops happening.

Could one of my own settings be moving or deleting the email?

Yes. A content filtering rule or a blocked sender can move or delete matching mail, so check your rules and your other folders.

The sender says the email bounced. What does that mean?

The email was not delivered. Ask the sender to forward you the bounce, because the error line explains why. See Understand a bounce message.

Related articles

• Tapis e-mel spam
• Whitelist pengirim dan domain
• Mailbox full: free up space
• Understand a bounce message