# Fix mail you are not receiving

If an expected mail is not in your Inbox, check the **Spam-Promo** folder and **Quarantine Mail** under **Category**, then search for the sender's name. Next, check your rules and blocked senders in Settings, and make sure your mailbox is not full. If it is still missing, ask the sender for the exact error they got back.

## How to fix mail you are not receiving

1. Search for the sender's name or the subject in the search box at the top.
2. Open **Spam-Promo**. If the mail is there, tick it and click **Not Spam**.
3. Expand **Category** and open **Quarantine Mail**. Release genuine mail with **Not Spam**.
4. Check **Settings › Rules/Advance Forwarding** for a rule that moves or forwards mail, and **Settings › Block** for a blocked sender.
5. Check your space on **Home**. A full mailbox cannot receive new mail.

## When to use it

> A new customer tells Meera they mailed her a purchase order yesterday. It is not in her Inbox. She finds it in Quarantine Mail, held because the sender was not in her address book, and marks it Not Spam.

## Where a missing mail can be

| Place | Why it went there |
|---|---|
| **Spam-Promo** | The spam filter marked it as spam or bulk mail. |
| **Quarantine Mail** | It looked suspicious, or the sender was not in your address book. |
| Another folder | A rule you created moved it. |
| Nowhere | You blocked the sender, your mailbox is full, or the sender typed a wrong address. |

## Good to know

- Click **Total New Mails** at the bottom of the left pane to see unread mail from every folder at once.
- Check Spam-Promo now and then for bank, OTP or customer mails.
- Mail in Spam-Promo is removed automatically after 30 days.

## Common questions

**Mail from new people never reaches me. Why?**

Your antispam choice may accept mail only from your address book. Change it in **Settings › Security › Antispam**, or check **Quarantine Mail**.

**The sender got an error back. What does it mean?**

Ask them to forward it to you or your administrator. It names the reason, such as a wrong address or a full mailbox.

**I receive mail on the web but not on my phone. Why?**

Pull down to refresh in the app, and check that the app is signed in to the same address.


Source: https://docs.xgenplus.com/mail/not-getting-mail/