The sender hasn’t had a bounce back, but they’ve contacted you and established that you don’t have the email

How to fix it:

  • Check your junk folder – is it there?
  • Check your email quarantine (although if the item was quarantined, it’s almost certain that the sender received a bounce back saying that their email wasn’t delivered)
  • Have you recently moved to Zimbra – it could be that the old provider still has settings in place to send emails to your old mailboxes instead of routing┬áthem to Zimbra.┬áSo if someone who also uses your old provider tries to email you, their email to you won’t arrive.
  • Check the logs – if the email is not in the quarantine or junk folder, it’s almost certain that the sender’s system didn’t actually send the email – if you search the logs on our system and there is no entry there, then you know that it’s highly likely the sender’s system is at fault – you can ask them to check their system’s logs which will give the absolute reason (however in most cases, senders can’t be bothered to do this).