I'm not receiving messages¶

On your mailbox's side¶

1. Check the Spam folder. If the message is there, move it to the Inbox and add the sender to Trusted Senders.
2. Check your filters. Under Preferences > Filters, make sure no filter is moving, deleting or forwarding the messages. Check Out of Office too: the action for incoming messages may be set to redirect or reject.
3. Search all folders for the sender or subject. See Advanced search.
4. Check mailbox space. With the quota exceeded, new messages are rejected. See Mailbox full.
5. If it is only missing in one app but is in webmail, the problem is the app's sync. In Outlook, see Receiving delays.

Follow the message in the delivery logs¶

Under Preferences > Delivery Logs (or Delivery Logs in the top bar), search for the sender's address and the period when the message should have arrived. See Delivery delays.

• It appears in the logs as delivered: the message is in the mailbox. Search all folders and check your filters.
• It appears as rejected: the log gives the reason (for example spam or a blocked sender).
• It does not appear: the message never reached Sooma. Ask the sender for the bounce error they received.

On the sender's side¶

Ask the sender to confirm the exact address they sent to and to forward you the error message, if they received one. See Bounced message.

If no messages from any sender are arriving, there may be a problem with the domain's MX records. Talk to the service administrator. See DNS records.