Not receiving email from one sender
Here’s what to do if you or your users aren’t receiving email from a particular sender.
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 G Suite
As a G Suite 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.
From the Admin console Home page, go to ReportsAuditEmail log search.
To see Reports on the Home page, you might have to click More controls at the bottom.
- Next to Date, select a date range from the list.
- In the search fields, enter any information you have and click Search.
- 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.
If missing messages are from a web form
This issue is commonly caused by a default setting in the web form. In this case, your form handles messages as if your website and mail servers are both hosted at the same place. As a result, your local mail never leaves your web host.
Use your G Suite test email alias to check if missing message are being sent from a web form. Replace the recipient's email address in the web form with their test email address. Test email addresses are in this format: username@your_domain.com.test-google-a.com. Learn more about 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.
To fix web form issues, 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.