Google Mail: Undeliverable Email or Email Not Received

Before you start...

Are you having trouble sending or receiving Google Mail emails? Are you having problems with receiving Interdepartmental Charge Forms (ICFs)?

A few different issues may cause these problems.

Problems Receiving Email

 "A friend sent me an email, but it never arrived."

Make sure that you do not have any "filters" set up that would either block off-campus emails or send them to a folder by mistake. Remember that if you filter an entire domain (i.e., @yahoo.com) then all emails from that domain will be affected according to the filter you created.

Check Your Email Filters:

  1. Open your Google Mail account. 
  2. Click on the gear icon located on the top right of the page > select "Settings."
  3. Select the "Filters" tab. 
  4. Edit or delete any filters that may be causing your emails to go to an unwanted location. 

Check Your Trash and Spam:

  1. On the right side of the search bar at the top of the Google Mail screen, click on the drop-down arrow.
  2. Click the drop-down menu next to "Search" and select "Mail & Spam & Trash." 
  3. In the fields that follow, enter the information of the email that you are searching for. 
  4. Click the [Search] button (magnifying glass). 

Problems Sending Email

"An off-campus friend is not getting my sent email."

  1. On the right side of the search bar at the top of the Google Mail screen, click on the drop-down arrow.
  2. Click the drop-down menu next to "Search" and select "Sent Mail." 
  3. In the fields that follow, enter the information of the email that you have tried to send. 
  4. Click the [Search] button (magnifying glass). 
  5. If the email actually sent, then it should appear in your search. If it does not appear, then you may need to try to resend it. Also, if the email appears, check to see that the intended recipient is in the list of people you sent the email to. 

If you have tried to send an email and there is an error pertaining to the email, you will receive an immediate reply from the Mail Delivery Subsystem. In this reply, it should say what the error is. Many times, the problem will be that the email address of the recipient is incorrect. If this is the case, click on "Sent Mail" from the left sidebar and find the email that you tried to send. Once you have found it, make sure the address of the recipient is what you intended to type.   

Sometimes, email providers classify sent mail as spam, even if it does not meet the typical requirements of spam. Ask the recipient to check his or her spam, or junk mail, to see if the email ended up in one of those folders. 

Visit the following Google Mail support page to get a more in-depth breakdown of how to solve different issues regarding sent mail.

Still Having Problems?

If the above suggestions do not correct the problem:

  1. Submit an online service request (ITR).
  2. When you open the online ITR form, choose the option "I am having trouble with: My account (login, email access, etc.)."
  3. Enter the details of your problem in the space provided, and a staff member will contact you after investigating your account.

Keywords: lost e-mails, lost emails, can't find email, recover

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