[vc_row][vc_column width="1/1"][vc_column_text]If you are not receiving emails that you should be, please follow this guide to get to the bottom of the issue. Please understand that each ISP (Gmail, Hotmail, Yahoo, etc.) Is different and one fix may not work for all of them. With that said, let us begin.


The Basics

First and foremost, check your spam folders. I know this may seem a bit ridiculous, however, often it’s the simple things that escape us the most. When it comes to mailing, each ISP has processes that they run on their end to ensure they are stopping you from receiving unwanted emails. This is not always perfect, though. We can still sometimes receive unwanted spam or miss important emails.

Second, are you using the web-based system for your email? If you are using something like the outlook app for instantly getting emails to your desktop rather than the web-based version, such as outlook.com or gmail.com, there may be a syncing issue that is causing your app to not receive the emails. 

Bear in mind, though, that some of the URLs for the web-based systems may not be as simple as Gmail. For example, Microsoft has Outlook, MSN and Hotmail. Please speak with your ISP or mail administrator to find out the correct URL for the service you are using.


Contacting your ISP or Mail Administrator for your Email

Your Mail Administrator is the one who manages and maintains all of your organization’s email systems. This will be the person monitoring all of the server performances and routing. Please contact them for additional information on troubleshooting this specific issue. This may be the beginning of another issue.

On the opposite side of things, you can contact your ISP. This would be the domain that your emails are coming into. This means your ISP (Gmail, Hotmail, Yahoo, etc.) may be categorizing the emails from this particular sender as spam and not letting it get to your inbox. There are special cases where emails will not make it to either your inbox or your spam folder.

Gmail, for example, has one of the more aggressive spam filters out there. Each email is put through these filters before they make it to your inbox so they can be quarantined if they are deemed spam or harmful adware. In most cases, this works perfectly fine and continues to keep your inbox safe, however, this process can fail.

As mentioned before, your ISP may accidentally categorize an email or sender as spam and keep you from getting the emails that you subscribed to. Here, we will be going through how to speak with your ISP and get this resolved.

Gmail: Gmail may seem like the most difficult to get ahold of. But this may be due to how their contact process is set up. With Gmail, you must have an administrative account to contact support. If you have a personal email with them, then this is already taken care of. However, if the email in question is from an organization or business, you will need to have someone with an admin account, typically the owner of the company or the mail administrator, so they can get ahold of support for you.

With the administrator email, there will be a “?” at the top right of your page. Clicking this will bring up the support window. In the support window, at the bottom, please select “Contact Support”. You will have three options for contact: Phone, Chat, and Email. Proceed with whichever option is the most convenient for you.

Hotmail/Outlook: Using the web-based interface can be a bit challenging for some on the first go. However, once you get used to the interface it can be a breeze. While using the web-based interface, in the upper right-hand corner of your email page, there is a “?”. Clicking this icon will give you access to their help center. Here you can ask any questions (in their simplest forms) and get help based on issues others have had. However, should the search not help you, there is an option at the bottom of the answer given where you can select whether this helped. If it did not help, another text box will come forward allowing you to send your specific question directly to their support staff. Keep in mind, you have a 221 character limit.

Using the Outlook App is a bit easier. Once you have logged into your email through the app, use the navigation at the top of the window to head over to the “Help” tab. Once there, the second option from the left under this tab says “Contact”.

Yahoo: Yahoo’s help center is very well laid out for users. The interface is easy to navigate and easy on the eyes. In your Yahoo account, you can reach the help center. Once here, there will immediately be a list of their more frequently asked questions. To the left of this, there is a sidebar with additional options for your settings. Just below this is a blue “Contact Us” button. This is where you will be prompted to enter your email address and what service you are having problems with. Submitting this will begin an email conversation with support.


Yahoo also has an automated chat. Although you will not be speaking with a human, this chat is incredibly intuitive with the answers it can provide. By choosing one of the options it provides you with in the chat, it can better narrow down the best answer to your questions. Keep in mind that this is more of a troubleshooting option rather than speaking with live support.

Aol: This one may be the simplest. By going to help.aol.com, you will be greeted with a remarkably simple interface. Immediately, you will have a text box that allows you to ask whatever question you may need an answer to. This will give you a very general fix for your question.

However, at the bottom of the page in the help center, there is an option that says, “Email Us”. As you can expect, this will allow you to open an email conversation with support. Aol does have the option for 24/7 support but unfortunately this requires a paid subscription to their support services.

Comcast/Xfinity: This one, to many, is quite confusing. The reason being that Comcast owns Xfinity and provides their services through them. That said, you will need to contact Xfinity for any questions and concerns you may have with Comcast.

By going to xfinity.com/support, you will land on the xfinity support page. Much like Aol, there is an immediate text box where you can troubleshoot your questions. This text box as well as the one more to the bottom of the page, will link you to the virtual assistant. By submitting a question in either of these text boxes, a small pop-up window with the chat will open. Much like the assistant that Yahoo uses, you will only be speaking with a bot but it will be able to answer most, if not all, of your questions.

However, if you still want to speak with a live agent, simply type “Representative” into the pop-up window and it will attempt to connect you with an agent. Before it connects you, though, you will need to select the department you wish to seek support in.


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