Email is a critical tool for your business, and it can be incredibly frustrating when it’s not working properly. Whether you’re not receiving important messages or your clients are finding your emails in their spam folder, these issues can slow you down.
This guide covers the most common email problems and provides simple, step-by-step solutions you can try.
Problem 1: “I am not receiving some (or all) emails.”
This is the most common issue. If someone says they’ve sent you an email but you can’t find it, follow these steps in order.
1. Check Your Junk or Spam Folder (The #1 Culprit)
This solves the problem 90% of the time. Sometimes, new senders or automated emails are incorrectly flagged.
- On Microsoft 365 (Outlook): Look for the “Junk Email” folder in your left-hand folder list.
- On Google Workspace (Gmail): Look for the “Spam” folder (you may need to click “More” in your left-hand folder list).
What to do if you find it: Right-click the message and select “Mark as not junk” or “Report not spam”. This “teaches” your inbox that this sender is safe. It’s also a good idea to add the sender’s email address to your Contacts to prevent it from happening again.
2. Check Other Inboxes (Focused, Promotions, etc.)
Modern inboxes try to be “smart” and sort your mail for you.
- On Microsoft 365 (Outlook): If you use the “Focused Inbox,” your email might be in the “Other” tab.
- On Google Workspace (Gmail): Check the “Promotions” and “Social” tabs at the top of your inbox.
3. Check if Your Mailbox is Full
If your mailbox storage is full, it will stop accepting new mail (and it doesn’t always tell the sender).
- On Google Workspace (Gmail): Scroll to the very bottom of your inbox. You will see your storage usage (e.g., “Using 14.5 GB of 15 GB”). If this is full, you must delete old emails (especially those with large attachments) to make space.
- On Microsoft 365 (Outlook):
- Click the Settings icon (gear) in the top right.
- Click “View all Outlook settings”.
- Go to “General” and then “Storage”. This will show your usage.
4. Check for Filters or Forwarding Rules
You may have a rule set up that is automatically moving or deleting certain messages.
- On Google Workspace (Gmail): Go to Settings > See all settings > “Filters and Blocked Addresses”. Check if any filters are accidentally catching legitimate mail.
- On Microsoft 365 (Outlook): Go to Settings > View all Outlook settings > Mail > “Rules”. Check for any rules that might be misdirecting your email.
Problem 2: “My emails are landing in my clients’ Spam folders.”
This is a serious problem, as it can damage your business’s reputation. Here are the most common causes.
1. You Are Sending Bulk Mail from Your Inbox
Your business email (e.g., from M365 or Google) is designed for one-to-one communication, not mass marketing. If you send a newsletter or promotion to 500 people from your Outlook or Gmail inbox, email servers will quickly flag your address as a potential spammer.
- Solution: For bulk email marketing (newsletters, promotions, etc.), you must use a dedicated email marketing platform. Your Define360 account has this feature built-in. This protects your domain’s reputation and ensures high deliverability.
2. Your Email Content Looks “Spammy”
Email filters are sensitive. Avoid these common triggers:
- Using ALL CAPS in the subject line.
- Using spammy words like “free,” “act now,” “viagra,” “limited time only,” etc.
- Having lots of different font sizes and bright red or green colours.
- Having an email that is just one big image with no text.
- Including suspicious links or attachments.
3. Ask Your Recipient to Whitelist You
As a short-term fix, ask your client to check their spam folder, find your email, and mark it as “Not Spam.” Ask them to add your email address to their contacts. This will help their email system learn that you are a trusted sender.
When to Contact Define Marketing for Support
If you have tried the steps above and are still having major issues, it may be a deeper technical problem. Please contact our support team immediately if:
- You are not receiving any emails at all from multiple senders.
- Multiple, unrelated clients report that your emails are all going to their spam folder.
- You are using a brand-new domain (e.g., yourbusiness.au) and are having deliverability issues.
We will perform an advanced check on your behalf, which includes:
- Verifying your DNS records (SPF, DKIM, and DMARC) are correct. These are the technical “passports” that prove to the world you are who you say you are.
- Checking if your domain or email address has been placed on an email “blacklist.”
- Ensuring your new email account is properly “warmed up” for sending.