A message I expected hasn't arrived — where to look

If someone says they emailed you but it's not in your inbox, here's how to track it down.

1. Check other folders first. Look in Junk/Spam, Trash, and any rules or filters you've set up that might have moved it.
2. It may have been filtered by MxGuard. Every inbound message passes through Transcom's filtering gateway, and occasionally a legitimate message is caught — for example if the sender's own domain has poor authentication or a poor reputation. Ask us to check whether the message was filtered; if it was, we can release it and adjust things so future mail from that sender gets through.
3. Ask the sender for the bounce. If the message never reached us at all, the sender will usually have received a bounce (non-delivery report). The wording of that bounce tells us exactly what happened — ask them to forward it to you.
4. Confirm the address. A single mistyped character in your address means the mail never had a chance. Check what the sender actually used.

When in doubt, contact us with the sender's address and the rough time they sent — we can look at what happened to the message.