How to Find a Missing Email

Start by checking your email account to make sure the message was not delivered to another folder.

Check the following locations:

• Inbox
• Spam/Junk folder
• Deleted Items
• Other folders you have created

You can also use your email account's search feature to search for the sender's email address or the subject of the message.

If you cannot find the message in your mailbox, check your SpamExperts quarantine.

1. Log in to your SpamExperts account.
2. In the left-hand navigation menu, select Protection > Spam quarantine.
3. Use the available search options to look for the missing message.

When searching, it is helpful to know:

• The sender's email address
• Your email address
• The approximate date the message was sent
• The subject line, if available

If the missing email appears in your SpamExperts quarantine, review the sender and message information carefully.

If you recognize the sender and have verified that the message is legitimate, you can select Release and Train.

Release and Train allows the message to continue to your mailbox and provides SpamExperts with feedback that the message may have been incorrectly classified.

Important: Do not release a message if you do not recognize the sender or are unsure whether the email is legitimate.

If you receive an Email Scout Report, review the report for the missing message.

Email Scout Reports provide a convenient way to review messages caught by the SpamExperts filter without regularly logging in to the SpamExperts portal.

If you find the missing message in your report, review the sender and message information before releasing it.

If the message does not appear in your mailbox or SpamExperts quarantine, contact the sender and verify that the email was sent successfully.

Ask the sender to confirm:

• They used the correct email address.
• The message was successfully sent.
• They did not receive a delivery failure or bounce message.

If the sender received a delivery failure or bounce message, ask them to provide you with a copy. This information can be helpful when troubleshooting the missing email.

Confirm approximately when the sender sent the message.

Having an accurate date and approximate time makes it much easier to locate a message when additional troubleshooting is required.

If you still cannot locate the message, Client Support Services can investigate further.

Please provide as much of the following information as possible:

• Sender's email address
• Recipient's email address
• Approximate date and time the message was sent
• Subject line, if available
• A copy or screenshot of any bounce or delivery failure message the sender received

The sender and recipient email addresses, along with the approximate date and time, are especially important because they allow us to search the email logs for the message.