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What if my recipients claim that they did not receive my email?

Have you experience having an email sent to your partner or client, but they claim to be not receiving any? Here is a checklist on how you can identify (or even solve) the issue:

Check if the email is in your recipient’s spam/junk folder

The first thing that you can do is to ask your recipients to check on their spam or junk folder. Most of the time, the emails will be there.

Check if you receive any bounce mail

If you receive a bounce mail when sending emails to your recipient, usually with the subject of “Undelivered Mail Returned to Sender”, please forward it to us at

A bounce mail is an automated message sent from the mail system, informing the sender that an email message had not been delivered. It usually comes with some error code and details, which serve as the clue for us to find out why the email could not reach the recipient.

Contact us for further investigation

If you didn’t get any bounce mail, and are very sure that the recipients did not get the email, do drop us an email at, along with the following details:

  • Your email address (or the sender email address),
  • The email address of the recipient (who is not getting your email),
  • The date and time you sent the email

The most effective solution

As spam filters are getting more and more sophisticated nowadays, it is pretty common for emails to end up in others’ junk folder, especially when you are sending emails to a brand new recipient.

To avoid emails being treated as spam, we usually recommend our users to request their recipients to whitelist their email address or add them into their friend list.

faq/email/what_if_my_recipients_claim_that_they_did_not_receive_my_email.txt · Last modified: 2019/08/19 16:48 by vikki