Email is bypassing my Inbox

If you have an email that is coming in and bypassing your inbox, so you miss it and you have to look in Bin, or All Mail to find it, then there is likely something causing this to happen. Here are some steps to try to find the issue: 

1) If the email is in the Spam folder the recipient can follow these steps to mark the legitimate email as not spam https://support.google.com/mail/answer/1366858?hl=en&

  • NOTE: Only the end-user (recipient) can do this (we do not have access to an individuals account)

Another step you can take is to add the Contact to your address book at https://contacts.google.com/ - this helps Gmail see that this is a user you trust. 

2) Do you access your account with an e-mail client (Outlook, Thunderbird, Pocomail, etc), a mobile app (iOS, Android, etc), an e-mail notifier, or any other add-on/tool/web-site/etc connected to your account?

  • Check the settings of these programs and see if there are any rules that move email around without you knowing. 

3) Check myaccount.google.com > Security (left column) -> Third-party apps with account access -> Manage third-party access.  This MAY work as a direct link:  https://myaccount.google.com/u/0/permissions.

  • Have you given account access to any other web-sites or utilities? 
  • One common perpetrator is unroll.me 
  • If you have any with permission to your email, disable their permission temporarily to test and debug 

3) In gmail.com > Settings > Filters & Blocked Addresses check the filters you have in place

  • Filters with broad search terms (e.g. 'facebook') can cause your email to be labelled or moved unintentionally. Disable any rules and test again
  • Update any filters to match on the From: field using the senders domain name e.g. 'From: @facebook.com'
  • Check the Blocked Addresses to see if your sender's address is in there 

4) Check for unauthorised access go to gmail.com, in the very bottom right corner there is a link near 'Last account activity' click on 'details'

  • Review the devices that have access to your account and remove any you no longer need
  • If you see devices you do not recognise immediately log them out and change your password, then enable 2-Step Verification

5) You can send us the message headers (the magic code behind the bit you see when you read an email). How to supply us with the original message headers.

6) You can have your Google Workspace Administrator also get some information from your side if you know the specific email recipient. This can be done using the Email Audit Log in the Google Workspace administration tool 

NOTE: You will need to have an admin do this as we do not have access to this feature for the privacy of your data and email.

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