Not receiving email from one sender

This article is for administrators. If you're not receiving email on a personal Gmail account, go to Gmail messages are missing.

If you or your users aren’t receiving email from a particular sender, try these steps.

Important: If users at your domain aren’t receiving any email, make sure that your domain is set up to receive email.

Step 1: Check if the email was delivered to Google

As an administrator, you can find missing messages using Email Log Search. If a message was delivered to Google’s server, the tool will let you know of its whereabouts for up to 30 days.

  1. Sign in to your Google Admin console.

    Sign in using your administrator account (does not end in @gmail.com).

  2. From the Admin console Home page, go to Reportsand thenEmail Log Search.
  3. Next to Date, select a date range from the list.
  4. In the search fields, enter any information you have and click Search.
  5. Under Subject (or Message ID), click any of the subjects to see message details and delivery status.
    • If your missing message is listed but you still can’t find it, try these common fixes for missing messages.
    • If you don’t see anything about the message, it wasn’t delivered to Google’s servers. In this case, go to Step 2.

Step 2: Contact the sender of the missing message

If the missing message never reached Google’s servers (see step 1 above), contact the sender and ask them to verify what happened to the message.

  • Check their Sent Mail and Drafts. If the email isn't there, they might have deleted it before they sent it.
  • Check to see they received a delivery error (bounce) message. Wait a few hours to see if they get a delivery error message.

Are missing messages from a web form?

A default setting in the web form could mean your form handles messages as if your website and mail servers are hosted at the same place. As a result, your local mail doesn't leave your web host.

Replace the recipient's email address in the web form with their test email address in this format: username@your_domain.test-google-a.com. For details, see Test email addresses.

Sending to the test alias causes an external MX lookup for the web form. If the test email receives the message from the web form, the issue is the form.

Use a test email alias to find out

Contact your web host. Your host might need to adjust your form’s delivery settings to always route your messages to Google’s servers. If needed, you can direct them to your MX record values.

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