Specific email(s) are never received

Try these troubleshooting steps if you are unable to receive a specific message:

  • Access your mailbox via the web application and see if the issue is also occurring there. 

Login with your full email address and password at https://webmail.thexyz.com.

If you can see the message in the web interface, there may be an issue with your mail client or device. Try restarting the client or device first. If the issue persists, you may need to re-configure the client or device with your mailbox. Refer to the Setup Tool for specific instructions on configuring your client or device.

  • Check for any rules or filters added in your mail client, device or in the web interface. 

Make sure none of these rules are configured to delete mail immediately or move mail to a specific sub-folder.

  • Look for the message in your mailbox's sub-folders. 

    Folders like Spam or Junk may contain the missing message. Also, if you have any rules or filters configured, they may be moving messages into a specific sub-folder.
     
  • Review your Spam or Junk settings in your mail application or in the web interface.

    Most mail clients have their own junk/spam filtering settings that may be blocking or filtering messages once they arrive in your mailbox. These settings are an additional layer of filtering that is separate from the spam filtering performed on the server. You may want to modify or disable these additional filtering settings so that they do not affect your incoming mail. 

    You may also need to review your spam filtering options in the web interface. Check your blacklist or blocked senders list to see if there are any entries which may be blocking mail from the sender of that message. You can also try adding the sender to your safelist as well. 

If you have performed all of the troubleshooting steps above, and you still are unable to receive the message from that particular sender, you may need to follow up with them to see if they are receiving any error messages or bouncebacks when trying to send to you. They might also need to follow up with their mail administrator to determine if there are any issues on their side with delivering mail to your mailbox.

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