Knowledgebase: Web Hosting Account
I'm not recieving e-mail messages from my site
Posted by Monique C, Last modified by on 13 February 2012 07:44 PM

If you're sending messages from your website to someone, such as through a webform, but that person hasn't received any e-mails, check these things first:

  • Did the e-mail bounce back from your e-mail server? It could be that your e-mail account was over quota, or your e-mail server is just plain too busy at the moment.
  • Did you send a message to an AOL, Yahoo!, or Hotmail account and the e-mail didn't arrive? Give it more time. Sometimes the webmail programs delay delivery of bulk mail to your inbox by as much as 24 hours.
  • Is the e-mail getting blocked by spam filters or getting sent to your "Junk" folder? It very well could be that your e-mail looks spammy.
  • Are you sending tests to someone in a large corporate setting? Corporate spam firewalls can be particularly strict. Ask the IT group at the company to "whitelist" your server.

Below is information on how to whitelist your site with AOL, Yahoo, Gmail, Hotmail, Outlook, Apple Mail, ThunderBird and Postini. Even if your ISP or e-mail program is not listed, with these instructions you should be able to figure out how to whitelist our e-mail address at any ISP or with any e-mail program.

AOL

To add your website's default e-mail address (you@yoursite.com) to your AOL address book:

  1. Open an e-mail from your address and then click the "This Is Not Spam" button
  2. Click the Mail menu and select Address Book
  3. Wait for the Address Book window to pop up, then click the "Add" button
  4. Wait for the Address Card for New Contact window to load
  5. Paste your website's default e-mail address into the "Other E-Mail" field
  6. Make your "From" address (you@yoursite.com) the Primary E-Mail address by checking the appropriate box
  7. Click "Save"

Yahoo!

To whitelist your website's default e-mail address (you@yoursite.com) with Yahoo!, you will need to set up a "filter" after first taking the following steps:

  1. If you find e-mail from your website's default e-mail address is going to your Yahoo! bulk folder, open it and click "Not Spam"
  2. Be sure that your website's default e-mail address is not in your "Blocked Addresses" list. If your website's default e-mail address is on your "Blocked Addresses" list, select it and click "Remove Block"

Now to create the filter:

  1. Open your mail and click on "Mail Options" in the upper right hand corner
  2. Select 'Filters' (in the bottom left corner)
  3. On the Filters page, click "Add"
  4. Select the "From header:" rule, and add "contains" and your website's default e-mail address, which tells the system to put e-mail with your website's default e-mail address in your inbox and not the bulk folder.
  5. Click the "Choose Folder" pull down menu and select 'Inbox'
  6. Pick the Add Filter button

Hotmail

To whitelist your website's default e-mail address (you@yoursite.com) with Hotmail you will need to add your website's default e-mail address to your Hotmail Safe List. Here's how:

  1. First, if you find an e-mail from your site in the Hotmail junk folder, open the e-mail and click "Not Junk"
  2. Next, check to see if your website's default e-mail address is on your Blocked Senders list. If you find it on your Hotmail blocked senders list, select it and click on the "Remove" button.
  3. Next, open your mailbox and click "Options" in the upper right hand corner
  4. At the top of the page, click on the "Junk E-mail Protection" link
  5. Next, click on "Safe List", which is down near the bottom
  6. Copy and paste your website's default e-mail address where it says "Type an address or domain"
  7. Click the "Add" button

Gmail

  1. First, if you find e-mail from your site in your Gmail spam folder, select it and click the "Not Spam" button
  2. Next, open an e-mail that you have received from your website's default e-mail address
  3. Click on the little down-pointing-triangle-arrow next to "Reply"
  4. Click "Add to Contacts list"

Thunderbird

To whitelist in Thunderbird, you will need to add your website's default e-mail address to your address book, and then set up your Thunderbird Junk Mail Controls to whitelist your address book.

  1. First, if you find e-mail from your website's default e-mail address in your Junk folder, right-click on our e-mail and choose "Mark as Not Junk"
  2. Next, click the Address Book button
  3. Highlight the Personal Address Book
  4. Click on "New Card"
  5. In the "Contact" tab of the new card, copy and paste your website's default e-mail address to the e-mail dialog box
  6. Click "Ok"
  7. Next, to whitelist your address book, select "Tools > Junk Mail Controls" from the drop down menu
  8. Update the "White Lists" module under the "Settings" tab by selecting "Personal Address Book" from the drop down menu, and then check the box next to "Do not mark messages as junk mail"
  9. Click "Ok"

Apple Mail for OS X

  1. First, if e-mail from your website's default e-mail address ends up in your junk folder, highlight or open it and click "Not Junk" at the top of your screen.
Then:
  1. Go to Mail > Preferences from your Mail menu
  2. Go to the Rules tab
  3. Select Add Rule
  4. Give this rule a name such as "E-mails from My Site"
  5. Create a rule that says "If any of the following conditions are met: 'From' 'Contains'" and then paste in your website's default e-mail address
  6. From the actions, select "Move message" to mailbox "Inbox."
  7. Click "OK"

Postini 

You do not need to whitelist e-mail from your website's default e-mail address in Postini unless you find it trapped in the "Junk" area by Postini.

  1. Log into your Postini account
  2. Look to see if any e-mail from your website's default e-mail address is listed in your Junk area
  3. If you find e-mail from your website in the Junk area, check the check box next to it
  4. Click the "Deliver Selected" link at the very top of the Junk screen
  5. On the next screen, click the "Approve Sender" check box next to the e-mail from your website
  6. Click the "Approve Selected Senders" button

Microsoft Outlook

  1. Start Outlook.
  2. Complete the following steps depending on whether you have an e-mail message from the sender you want to add or you know their e-mail address.
    Note: Outlook 2003 and 2007 users can use either method below, but Outlook 2010 does not have the ability to use the first option. In Outlook 2010, you must manually add senders to the safe sender list as described in the second bullet.
    • If you have an e-mail message from the sender you want to whitelist or add:
      1. In the left menu column, click the Mail button.
      2. In the left pane, navigate to and select the Inbox folder.
      3. Right-click on the message of the sender you want to whitelist.
      4. From the drop-down list, select Junk E-mail.
      5. Select Add Sender to Safe Senders List.
      6. Click OK.
    • If you don't have an e-mail message from the sender but know their e-mail address:
      1. Navigate to the options.
        • In 2003/2007:
          1. From the Tools drop-down list, select Options....
          2. Click the Junk E-mail... button.
        • In 2010:
          1. Select the Home tab.
          2. In the Delete group, click the Junk button.
          3. From the drop-down list, select Junk E-mail Options....
      2. Select the Safe Senders tab.
      3. For each sender you want to whitelist:
        1. Click the Add... button.
        2. In the Enter an e-mail address or Internet domain name to be added to the list. text box, type the e-mail address of the person you want to whitelist.
        3. Click OK.
      4. If not already checked, place a check in the Also trust e-mail from my Contacts check box.
      5. Click OK.
  3. In 2003/2007, click OK.
(0 vote(s))
Helpful
Not helpful