If you're not receiving new messages, or you've noticed some message(s) are missing, please review the following troubleshooting tips:
- Are the messages located in your Spam folder? It's possible your email provider has marked these messages as potential spam, so please check the Spam folder. Important note: moving a message out of the Spam folder in Edison Mail won't train your spam filter. Please consider marking messages as "spam" or "not spam" via your email provider's web access to ensure your spam filter is properly trained.
- Is Focused Inbox enabled? If so, messages may appear to be missing, but they're actually located outside of the Inbox (in a section off to the right labeled "Other.") To confirm whether this feature is enabled, tap Settings from our app menu, then tap Focused Inbox – disabling this feature will place all messages in the inbox.
- Are these messages located in folder(s)? It's possible your missing message(s) have been placed in folders, so please double-check.
- Are server-side rules moving the messages? You may have server-side rules which are filtering (moving) your messages automatically before they reach our app, either to a folder, the archive, or the trash. Many email providers offer server-side rules, below are a few examples with instructions on how to setup and review:
- Are the messages sent from senders you've blocked/unsubscribed? If you've blocked a sender (or email domain), future messages from those sender(s) will be sent to the trash automatically. You can review this list in our app's settings and easily unblock/resubscribe any senders. From the app menu, tap Settings, then tap Blocked Senders – tap any account (or domain) in the list, then tap Unblock.
If you've reviewed each troubleshooting step above and your issue hasn't been resolved, please contact support with the following information:
- Description of the issue
- Email address/account impacted
- Screenshots which illustrate the discrepancy between your inbox contents in Edison Mail as well as another app/your webmail. Please note: you are welcome (and encouraged) to block out sensitive information in your screenshots – if you're unsure of how to do this, we've provided some instructions below: