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.

  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 thenAuditand thenEmail log search.

    To see Reports on the Home page, you might have to click More controls at the bottom. 

  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.

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.

To fix it, 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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