Emails are not being received or emails are going to junk folders

Description of Issue:

My clients are stating that our emails are not being received or going to their junk or spam folders.

Cause of Issue:

Email service providers, such as Gmail,, and Yahoo! Mail, block email to protect you from unwanted or malicious emails such as phishing, scams, and spam. In this case, they are mistaking the email that you want for an email that you don’t want. This is not an issue that ESC tech support can prevent or correct.

Resolution of Issue: 

1: Contact your email provider about whitelisting your email account.

  • A whitelist is a database of email and IP addresses deemed "safe." Incoming emails from these senders are allowed and not blocked by a blacklist filter.

2: Have your clients check their spam or junk folders, if the email is found there then suggest for them to mark those emails as safe. If they mark an email from you as safe, then they should receive future emails normally.

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