If you are expecting an email but it has not arrived, do not worry.
This is one of the most common problems people run into with email, and in most cases, it is something simple that can be fixed without any technical knowledge.
This guide will walk you through everything to check, one step at a time.
The first place to look is your Spam or Junk folder. Your email account has a built-in filter that tries to block unwanted or suspicious emails. Sometimes, it makes a mistake and sends a perfectly normal email to Spam instead of your Inbox.
To check this:
Look at the list of folders on the left side of your email screen. You should see a folder called "Spam", "Junk", or "Junk Email."
Click on that folder and look through the emails inside.
If you find the email you were expecting, click on it to open it, then look for a button that says "Not Spam" or "Move to Inbox." This will move it to the right place and help your email learn not to do this again in the future.
Your email needs a working internet connection to receive new messages. If your internet is slow or not working, your email will not be able to update.
To check your internet:
Open your internet browser (this might be called Chrome, Firefox, Edge, or Safari depending on your device).
Try visiting a website you use often, like a news site or your bank's website.
If the website loads normally, your internet is working fine.
If the website does not load, or loads very slowly, your internet connection may be the problem. Try turning your router (the small box that provides your internet) off and on again. Wait about one minute before turning it back on, then try again.
Your email account has a storage limit — a maximum amount of space it can hold. Think of it like a glass of water: once it is full, you cannot pour any more in. If your mailbox has reached its limit, new emails cannot come in at all, even from people you know and trust.
Signs that your mailbox may be full include:
A message or warning inside your email that mentions "storage," "quota," or "mailbox full"
Not receiving emails from anyone, not just one person
Being unable to send emails as well
If you think this might be the issue, please read the article: "My Email Keeps Saying 'Mailbox Full' — What Do I Do?" for step-by-step instructions on how to fix it.
Sometimes, emails are simply delayed. This can happen for many reasons that have nothing to do with you or your account — the sender's email service may be slow, or there may be a temporary issue somewhere along the way. It is similar to how a posted letter can sometimes take an extra day to arrive.
If you are expecting an email, wait 10 to 15 minutes and then check again. If it still has not arrived after a few hours, move on to the next steps.
If you are waiting for an email from a specific person, it is worth reaching out to them (by phone, text, or in person) to ask if they definitely sent it. It is possible they may have made a small typo in your email address, which would cause the email to go to the wrong place entirely. Ask them to double-check that they have the correct address for you.
If you have tried everything above and emails are still not coming through, please do not hesitate to contact our support team. There may be a more technical issue with your account that we can help identify and fix. We are always happy to assist.