When received mail doesn't show up

1. Check the Inbound tab#

   In the console, open Logs › Inbound and enter the sender's full address in From (like name@example.com; part of an address or a domain alone won't match). If there's a record and it was quarantined, check the reason in its details. For Quarantined by inbound policy, follow the steps below. Quarantined for injection risk and Quarantined because the scan failed have nothing to do with the inbound mode; see what to do for each reason.

2. Check the inbound mode#

   Look at the Inbound column on the agent's Email screen.

   • Block all quarantines all mail.
   • Allowlist quarantines mail from senders not on the list.
   • Blocklist quarantines mail from senders on the list.

3. Fix the list#

   Add the sender's address or domain to the allowlist, or remove it from the blocklist. It applies only to mail that arrives from then on.

4. Ask for a resend#

   Mail that's already quarantined can't be released to the agent from the console. After fixing the list, ask the sender to send it again.

Quarantined even though it's on the allowlist#

The inbound allowlist only matches mail that passed sender domain authentication (DMARC). If the sender's domain fails authentication, the mail is quarantined even if it's on the list. Ask the sender to check their domain authentication setup.

No record on the Inbound tab either#

• Check that the sender typed the address correctly. You can see the primary address in the agent list.
• Ask the sender whether they got a bounce message.

Verification codes don't arrive#

See Let your agent read verification codes. First make sure the inbound mode doesn't quarantine the site's mail.