How to Troubleshoot Missing Emails

Sometimes, important emails may not reach your inbox due to various reasons, including client spam filters or company email rules. 

This article should help you troubleshoot and resolve issues related to missing emails. 

1. Check Your Spam or Junk Folder
   Start by checking your email client’s spam or junk folder. Legitimate emails may sometimes end up there by mistake. If you find the missing email, mark it as “Not Spam” or move it to your inbox.
2. Check Company Email Rules
   Your company may have email rules or filters that affect email delivery. Contact your IT or email administrator to inquire about any rules that might be causing emails to be filtered or blocked.
3. Whitelist or Mark as Safe Sender
   If emails from a specific sender consistently go to your spam or junk folder, add the sender’s email address to your whitelist or mark it as a safe sender. Seek guidance from your IT group on how to whitelist an email address or domain. You can find a list of OPIS sending IPs and email addresses here for reference.
4. Check Email Quotas
   Ensure that your email inbox is not full. When your inbox is full, new emails may not be delivered. Delete unnecessary emails or move them to archive folders to free up space.
5. Temporary Server Issues
   Sometimes, email servers experience temporary issues that can delay email delivery. Wait for a while and check again if the email arrives.
6. Check for Forwarding or Redirect Rules
   Review your email settings to ensure there are no forwarding or redirect rules that might direct emails away from your inbox.
7. Report the Issue to your IT Support group
   If you’ve tried all the above steps and are still not receiving expected emails, contact your company’s IT support team. Provide them with details about the missing email and the troubleshooting steps you’ve taken.
8. Microsoft-Specific Issues
   If you suspect that the missing emails are being blocked by Microsoft mail protection services like mail.protection.outlook.com, please refer to this article How to handle Legitimate emails getting blocked (False Positive), using Microsoft Defender for Office 365 for guidance on reporting and resolving issues with Microsoft 365 Defender. Note that an email system administrator will need to perform this request.
9. Google-Specific Issues
   Google’s Gmail service has its spam filter. If you’re using Gmail or Google Workspace for your company’s email, check the spam folder in your Gmail account. Legitimate emails sometimes end up there. If you find the missing email in the spam folder, mark it as “Not Spam” or move it to your inbox.

Missing emails can be caused by various factors. Remember to contact your IT support team for assistance with complex or persistent email delivery problems.