My Email Isn’t Receiving

A step-by-step checklist to help you find missing mail.

If you can send mail but messages you’re expecting aren’t showing up, the cause is almost always one of a few common issues. This article walks you through them, one step at a time.

Take your time. Most customers find their missing mail in the first two or three steps.

💡 Start here: a quick test

Before anything else, let’s find out where the problem is.

1. Open your web browser and go to https://webmail.usgo.net
   
2. Sign in with your email address and password.
   
3. Ask a friend (or a second email address) to send you a test message.
   
4. Wait about a minute, then refresh Webmail.
   

-> Did the test message arrive in Webmail?

Yes, but it’s missing in my email app → jump to Step 4.

No, it didn’t arrive in Webmail either → continue with Step 1 below.

Step 1 — Check Your Junk / Spam Folder

The single most common cause of “missing” mail is that it landed in your Spam folder (sometimes called Junk).

Spam filters are cautious by design — especially for senders you haven’t corresponded with before.

Here’s what to do:

1. In Webmail, click the Spam folder on the left side of the screen.
2. If you find your message, right-click it and choose Not spam.
3. Add the sender to your address book so future messages go straight to your Inbox.
   

Right-click a message in Spam to find the “Not spam” option

Also check Trash. If you (or a rule) accidentally deleted the message, you can drag it back to your Inbox from the Trash folder.

Step 2 — Check the Spam Quarantine

Before mail ever reaches your Inbox or Spam folder, it passes through our spam filtering system.

Messages that look very likely to be spam or phishing are held in a separate quarantine. They never reach your mailbox — but you can review them and release any that shouldn’t have been blocked.

How to check the quarantine:

1. Sign in to https://webmail.usgo.net
2. Click the gear icon in the upper-right corner of the screen.
   

The gear icon is in the upper-right corner of the Webmail screen

3. In the menu that appears, click Mail, then click Spampanel.
   

Click Mail in the settings menu, then click Spampanel

4. The Spampanel will open. Review the list of quarantined messages.
   

The Spampanel control panel. Click Spam quarantine to see blocked messages.

If you find the message you were expecting:

• Click Release to send it to your Inbox.
• Add the sender to the Sender allow list so future messages from them aren’t blocked.

Tip: You can set the Spampanel to email you a periodic digest of quarantined messages, so you don’t have to remember to check it.

Step 3 — Check for Rules That Might Be Hiding Mail

If a rule (sometimes called a filter) is set up to automatically move, delete, or forward incoming mail, messages can “disappear” without ever reaching your Inbox.

This is also the first place to look if you suspect your account has been hacked — attackers often set up secret rules to forward your mail or hide alerts.

To review your rules in Webmail:

1. Click the gear icon in the upper-right corner.
2. Click Mail, then click Filter Rules.
3. Look through every rule. Delete or disable anything you don’t recognize or no longer need.
   

The Mail Filter Rules page. A clean account shows “There is no rule defined.”

Common culprits:

• A rule that moves mail from a specific sender to a folder you never check.
• A rule that auto-deletes messages with certain words in the subject.
• A forwarding rule sending your mail to another address. Also check Mail → Auto Forward.

Don’t forget your email app. Rules in Outlook, Apple Mail, or Thunderbird run on your computer or phone — separately from the rules above. Check there too if you use one of those apps.

Step 4 — Mail Arrives in Webmail, But Not in My App

If new mail shows up when you check Webmail, but it’s not appearing in your phone or computer app, the issue is between your app and our server.

Try these, in order:

1. Check your internet connection on the device.
2. Manually check for new mail.
   • On a phone: pull down on your Inbox.
   • In Outlook: click Send/Receive.
   • In Apple Mail: click the refresh icon.
   • In Thunderbird: click Get Messages.
3. Look in every folder — not just Inbox. Check Junk, Spam, Archive, and any custom folders too.
4. Restart the app, or restart your device if needed.
5. Check whether your app is using POP3 instead of IMAP. POP3 can cause mail to “disappear” from one device after another device downloads it. (See our Getting Started article for the difference.) If you’re unsure how your account is set up, contact us — we can confirm it for you.

Step 5 — Is Your Mailbox Full?

If your mailbox has reached its storage limit, our server will start turning away new mail. Senders get a “mailbox full” bounce, but you won’t see any error message yourself — you’ll just stop receiving mail.

To check your storage:

1. Sign in to https://webmail.usgo.net
2. Look near the bottom of the folder list for the Mail quota bar.
   

The Mail quota bar at the bottom of the folder list shows how much storage you’ve used.

If you’re at or near the limit, you have two options:

• Clean up — see our article “Mailbox Almost Full” for tips.
• Add more storage — email info@savemyservice.com. Additional storage is $6 per year, per GB.

Step 6 — Check With the Sender

If one specific person says they sent you mail but it never arrived — and Steps 1 through 3 didn’t turn it up — the problem may be on their end.

Ask them to check:

• Did they receive a bounce message? If yes, ask them to forward it to you — the error usually tells us exactly what went wrong.
• Is the message still sitting in their Outbox or Drafts? (Meaning it never actually sent.)
• Did they spell your email address correctly?
• Is their own mail provider blocking the message (for example, because of a suspicious link or attachment)?

If the bounce mentions our server, please forward it to info@savemyservice.com. The wording usually tells us exactly where to look.

Still Missing Mail?

If you’ve worked through every step above and the message still hasn’t turned up, we’re happy to help.

Please email info@savemyservice.com and include as much of the following as you can:

• Your email address (never your password)
• The sender’s email address
• The approximate date and time the message was sent
• The subject line, if known
• The bounce message the sender received, if any (forward the entire message)
• Which folders you’ve already checked
• Whether the issue affects every sender or just one

With that information, we can usually trace the message in our logs and tell you exactly what happened.