• "I'm not receiving any e-mails from Molo."
  • "Some customers are reporting they didn't get any e-mails from Molo."
  • "Why do my Molo emails go to Junk?"


Resolution Steps

  1. Determine if an email was actually sent from Molo.
    1. Before troubleshooting, check Contacts > Emails tab to see if an e-mail was actually sent.  Check for the following:
      • Sent Date
      • Delivery Status (e.g. Delivered)
      • E-mail address was spelled correctly



  2. Advise the customer to whitelist the @getmolo.com domain with their email provider or IT. In some cases, customers will need to designate Molo emails as safe senders.

    Note: Whitelisting is an email security best practice where the mail service is configured to always let certain emails in.
      
  3. If issues persist, escalate to Support. Provide the e-mail address and date e-mail was sent for further troubleshooting.

 

Verification: If resolved, emails should not go to spam.