Customer didn't receive Email

But shows as Delivered in the logs

What “Delivered” Means

“Delivered” simply means:

The recipient’s mail server accepted the email message.

That’s it. It does not guarantee:

• The email reached the recipient’s inbox

• The email wasn’t sent to spam/junk

• The email wasn’t silently filtered or quarantined by the mail server

❓So Where Could the Email Have Gone?

Here are the most common reasons a “Delivered” email is still not received by the recipient:

1. Spam or Junk Folder

• Check spam/junk folders — sometimes messages are auto-classified.

• Some filters silently junk mail and don’t even let the recipient see it.

2. Quarantine or Email Security Filters

• Businesses using Microsoft 365, Barracuda, Proofpoint, etc., often quarantine or block emails without user visibility.

• IT admins can check email logs or release quarantined messages.

3. Silent Rejection or Greylisting

• Some mail systems accept the message (hence “Delivered”) but later drop it due to:

  • Suspicious links or headers

  • Missing TLS or invalid routing

4. Inbox Rules or Folders

• The recipient may have an inbox rule that moved it to another folder automatically.

• Searching their entire mailbox (not just inbox) may help.

Below are some Troubleshooting Steps you can give your client in order to solve the issue:

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Here are the steps to track it down:

Step 1 — Check all your folders first

1. Look in your Spam or Junk folder.

Sometimes legitimate emails end up there by mistake. If you find it, mark it as “Not Spam” so future emails come through normally.

2. If you use Gmail, check the tabs at the top of your inbox.

Gmail has tabs labelled “Primary,” “Promotions,” and “Updates.” Automated emails (like reports) often land in Promotions or Updates — not your main inbox.

3. Search your entire mailbox — not just your inbox — for our sending address or the email subject line. You may have a folder rule that’s automatically moving emails without you realising it.

Step 2 — Try checking on the web instead 1. Log into your email through a web browser (e.g. mail.google.com for Gmail) instead of an app like Outlook on your computer.

2. Email apps sometimes have their own rules that move or delete messages before you even see them. Checking on the web bypasses this completely.

Step 3 — Ask us to resend If you’ve checked everything above and still can’t find it, contact us and we can resend the email directly from our system.

Still not getting emails? If this keeps happening, ask your IT team (or your email provider’s support) to check whether emails from our sending address are being blocked or quarantined by your company’s email security system. This is common in business or school email accounts.

💡 Tip: Add our sending address to your email contacts or “Safe Senders” list. This helps ensure future emails always reach your inbox.

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