Why you're not receiving emails

If our emails aren’t arriving, it’s almost always a deliverability issue on the receiving end — not us forgetting to send. This article covers the common causes and fixes.

First check: is the email actually being sent?

Dashboard → Settings → Account shows the “Last login email confirmation” date. If that’s recent, the system is sending fine and the issue is on your side.

The most common causes

1. Aggressive spam filtering

Corporate email systems (especially anything ending in `.gov`, `.mil`, or many `.edu` domains) block messages aggressively. Even routine system emails get flagged.

Fix: Whitelist noreply@thesmilechannel.com and support@thesmilechannel.com with your IT team or in your email rules. Add both to your contacts.

2. Gmail “Promotions” tab

Gmail filters automated emails into the Promotions tab by default. They’re not in your inbox but they’re delivered.

Fix: Drag a Smile Channel email from Promotions to Primary. Gmail will start delivering future ones to Primary automatically.

3. Email address typo

If you misspelled your email at signup, the right address never gets the message.

Fix: Check your account email under Settings → Account. If wrong, change it (covered in another article in this category).

4. Full mailbox

If your inbox is at quota, new mail bounces.

Fix: Free up space (delete old mail, empty trash). Then reset your password to trigger a fresh test email.

5. Domain blocked at the ISP level

Rare but happens. Sometimes ISPs blacklist legitimate senders by mistake.

Fix: Contact support and we’ll investigate. We may need to send through a backup domain.

If nothing works

Email support@thesmilechannel.com from a different email address (a personal Gmail, for example). Tell us what your account email is and what you’ve tried. We can:

• Manually verify your account so you can log in
• Switch your account to a different email
• Investigate whether your domain is blocked on our end