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What can I do if I cannot receive emails when the resolution is successful?

Last Updated: Feb 28, 2019
  1. Ensure that the mailbox is working properly. You can perform the following operations:
    A. You can send a test email to your mailbox from an external account such as QQ and NetEase. If you can receive the test email, it indicates that your mailbox is working.
    B. Ensure that conditions are set correctly in each receiving rule. Click Settings in the upper-right corner and choose Settings > Receiving Rules to check conditions are set correctly in each receiving rule. If you have set a rule that performs actions, such as delete permanently and move to the Deleted Items folder, this will cause the issue to occur, as emails that match the rule, will be handled based on the conditions set.
    C. Check anti-spam settings. Click Settings in the upper-right corner and choose Settings > Blacklist to check the blacklist. If normal email addresses are added to the blacklist by mistake, you can remove these email address from the blacklist and check the issue again.
    D. Check whether emails received from the sender account are not in the Junk Email folder. If you find the emails have been marked as spam by mistake. You can open one of the emails and click Trust to add the sender to the whitelist. This configuration ensures that you can receive emails from the sender in the future.
    E. Add a blocked email address to the whitelist. Click Settings in the upper-right corner and choose Settings > Whitelist. On the Whitelist page, click Add to Whitelist to add a required email address to the whitelist. The newly added email address will appear on the list.
  2. If the issue still persists after performing the preceding operations, the failure may have occurred due to a network or mail server issue. You can contact the sender and check whether a return email is received. You can identify the cause based on the return email or contact Alibaba Cloud personnel by opening a ticket.