Not receiving email sent from Leadmonk

Modified on Tue, 13 Dec 2022 at 11:45 PM

Steps to troubleshoot

Make sure your email address is valid (if you have signed up via email/password mode) in your Profile settings. 


Resend email verification confirmation

If you are waiting on a confirmation email to verify your email address, 

  • navigate to your Profile settings.
  • Confirm the email address is entered correctly.
  • Click Resend verification email in the app home screen.

 

  

Check the Junk or Spam Email folder

Sometimes emails are mistakenly marked as junk or spam by other email apps. Check your Junk Email folder or Spam email folder and see if the email is there. If the message has been moved incorrectly to this folder, select the message and then select Not junk or Not Spam.


If you're using the Outlook for iOS or Outlook for Android apps, go to the Junk Email folder, select the message and select  More options icon > Move to Inbox.

 

If you're using a mobile browser, go the Junk Email folder, select the message and select  More options icon  > Mark as not junk.



Check the Other tab

If Focused Inbox is turned on for your account, the message might be in the Other tab. Select the Other tab and see if the message is there. If the message has been moved incorrectly to the Other tab, select the message and select Move to > Move to Focused inbox. 


If you're using the Outlook for iOS or Outlook for Android apps or a mobile browser, select the Other tab, select the message and select  More options icon > Move to Focused inbox.



Check the Deleted Items folder

Make sure the missing message isn't in your Deleted Items folder. If the message has been moved incorrectly to this folder, select the message and then select Restore.


If you're using the Outlook for iOS or Outlook for Android apps or a mobile browser, go to the Deleted Items folder, select the message and select  More options icon > Move to folder > Inbox.



Check the Filter menu

If you're filtering your message list, the message you're looking for might not appear. To change your filtering options, select Filter above the message list and select All.


If you're using the Outlook for iOS or Outlook for Android apps or a mobile browser, the current filter selection appears above the message list. To clear the filter selection, select it above the message list.


  

Check your rules

You might have created an Inbox rule or a Sweep rule that's that's moving messages to another folder. Go to Rules settings and check your rules. If you find a rule that's incorrectly moving messages out of your inbox, select Edit rule icon to edit the rule or Delete rule icon  to delete it.



Check the Archive folder

If you've archived a message, it won't appear in your inbox. Make sure the missing message isn't in your Archive folder. If you want to move an archived message back to your inbox, select the message and then select Move to > Inbox.


If you're using the Outlook for iOS or Outlook for Android apps or a mobile browser, go to the Archive folder, select the message and select  More options icon > Move to folder > Inbox.



Check for 3rd party filtering

Check for third party filtering. If you use a company, corporate, or business email address, there may be other services in use that are blocking the message. Your company’s IT department or mail provider can confirm this and might need to specifically allow below domains to prevent it from happening in the future. 

  • leadmonk.io
  • *.leadmonk.io
  • em1080.leadmonk.io
  • sales.leadmonk.io
  • notify1.leadmonk.io
  • ldmk.io
  • *.ldmk.io

 


Not receiving any Leadmonk emails in my Outlook inbox (Microsoft 365 Business users)

If you're a Microsoft 365 Business user, your Outlook's Advance Threat Protection (ATP) service may mistakenly identify an email from Leadmonk as malicious and move it to a quarantine folder. This can happen when there is a “false-positive” result from Microsoft’s anti-spam/phishing algorithm, which can be triggered by a recipient who had mistakenly marked an email from Leadmonk as spam.


While we are working hard with our third-party transactional email service and Microsoft to resolve the issue, here are two things you or your administrator can do to immediately allow emails from Leadmonk and prevent them from being automatically blocked by the ATP service in your Outlook.

  1. You can release the emails held in quarantine

  2. You can create a Spam Filter for your organization and add leadmonk.io to the Allow list


How to release Leadmonk emails held in quarantine 

Please note that you will need administrative privileges on your Microsoft 365 Business account to be able to do this.


Step 1: Go to https://protection.office.com/quarantine and sign in using the Microsoft 365 account with administrative privileges.


Step 2: Select the quarantined email. From the top header, click on Release Message.




After releasing the message, click on the checkboxes to add the sender (notifications@notify1.leadmonk.io and support@leadmonk.io) to your organization's allow list.



How to update your organization's Spam Filter in Microsoft Office 365

Please note that you will need administrative privileges on your Microsoft 365 Business account to be able to do this.


Step 1: Sign in to Microsoft Office 365 here. Ensure that the account you're using to sign in has administrative privileges.

  

Step 2: In the left sidebar, click on Protection. Then, in the top row, click on Spam Filter.


  

Step 3: Under the Spam Filter section, click on the + button to create a new spam filter. Alternatively, you can edit an existing spam filter.

  

Step 4: Enter a name and description for the new spam filter.

  

Step 5: In the Allow lists section, under Domain allow list, click on the + button. Then, enter leadmonk.io. Once done, click on the Okay button.

  



Additional Information


Check whether email has been quarantined. You can refer to the Office-365-find-and-release-quarantined-messages-as-a-user-help-page to find and release quarantined emails in Outlook.

If you need further assistance, please reach out to us at support.

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