You're not receiving emails from us

If alerts, invoices or invitations from us have stopped showing up in your inbox, this article explains why and walks you through fixing it. It's for anyone who's noticed missing emails, whether it's just you or a whole team.

Overview

• Emails can stop for two very different reasons: we've stopped sending to your address, or the email arrived and got filtered somewhere on your end.
• A red bar at the top of the app tells you which situation you're in.
• Fixing it usually means updating your address, adjusting your notification settings, or asking support to lift a block.

Check whether it's us or your inbox

1. Sign in and look at the top of any page.
2. If you see a red bar saying we can't reach your email address, that's your answer — go to We can't reach your email address below.
3. If there's no red bar, we're still sending successfully, and the issue is on your side — go to Nothing is wrong on our side below.

Fix "We can't reach your email address"

This means the mail server receiving your address rejected our messages permanently, so we stopped sending. Usually this is because the mailbox no longer exists, the address has a typo, or someone reported one of our emails as spam (that last case works a bit differently — see Handle a spam report below).

WarningWe stop sending on purpose. Repeatedly emailing a dead address damages our reputation with major mail providers, which can push everyone's alerts into spam.

1. Go to Settings, then open Profile.
2. Change your email address to one that works.
3. Check the new address for a confirmation link — this is always sent, even to addresses we've stopped using.
4. Click the confirmation link. Sending resumes automatically once it's confirmed; there's nothing else to switch back on.

If we've already had mail rejected at the address you type in, we'll tell you immediately and ask for a different one, rather than sending a confirmation that would never arrive.

If you know the mailbox works again — it was full and has been cleared, or a domain misconfiguration has been fixed — contact support and ask us to resume sending to it.

Handle a spam report

When someone marks one of our emails as spam, their mail provider tells ours to stop delivering to that address. We treat this as a request, not just a failure. Two things happen:

• Delivery stops. Nothing we send arrives, including invoices and support replies — except account-recovery mail like password resets and address confirmations.
• We switch off the emails we send without being asked: monitoring and domain alerts, status page updates, and anything promotional. Invoices and support replies are not switched off — they resume as soon as delivery does.

If the report was a mistake — a shared mailbox, or someone trying to unsubscribe the easy way — contact support and ask us to lift the block. This restores invoices, support replies and account emails.

It does not turn your alerts back on. Only you can do that:

1. For your own emails, go to Profile, then Notifications.
2. For your organisation's alerts, go to Alerts, then Destinations. A destination we switched off will say so in that list.

Help a colleague who isn't getting alerts

1. If you own or administer the organisation, check the bell icon in the app — we flag this there the first time it happens to one of your people. It doesn't come by email, since the broken address and yours are often on the same domain.
2. Go to Settings, then Team, to see it at any time. Anyone we can't reach shows a Not reachable label next to their address.
3. Ask them to change their own address under Settings, then Profile — you can't do this for them, since the confirmation email goes to them.

This is worth checking whenever on-call alerts seem to have gone quiet for one person but not the rest of the team.

Fix an invitation that never arrived

1. If we've had mail rejected at that address before, we refuse the invitation as you send it and tell you why, rather than letting it silently go nowhere.
2. Ask your colleague for an address that works, or have them tell you which mailbox they actually read.

Nothing is wrong on our side

1. Check your spam or junk folder, and mark anything from us as "not spam" so future messages land correctly.
2. Check your notification preferences under Profile, then Notifications — a category may have been switched off, including by a one-click unsubscribe link in an email footer.
3. Check your alert destinations under Alerts, then Destinations — organisation alerts go where the destination says, which may not be your personal address.
4. Ask your IT team about filtering. Corporate mail systems sometimes quarantine automated mail silently; ask them to allow mail from our sending domain.

NotePersonal emails and organisation alerts are two different things. If you're getting invoices but not monitoring alerts, the problem is almost certainly alert routing rather than your address.