# Troubleshoot missing inbound emails

> Troubleshoot missing inbound emails   Use this guide to diagnose why a customers email did not appear in Kustomer   Verify the email address   Confirm that th

Source: https://help.kustomer.com/en_us/troubleshoot-missing-inbound-emails-ByLCkRu0We

Last updated: 2026-10-12T23:46:46.568Z

### **Troubleshoot missing inbound emails**

Use this guide to diagnose why a customer's email did not appear in Kustomer.

#### **Verify the email address**

Confirm that the customer sent the email to the correct address. Emails must be sent to the address configured in your Kustomer email settings (for example,`support@yourcompany.com`). If the customer sent the email directly to your Kustomer mail address (for example, `support@yourcompany.mail.kustomerapp.com`), the email may process differently.

#### **Check for the email in Kustomer**

1.  Search for the customer in Kustomer using their email address.
2.  Review the customer's timeline for any conversations that match the date and subject of the missing email.
3.  Check whether the email was caught by a spam filter. Go to ****Settings > Platform > Spam Filters**** to review filtered messages.

#### **Determine where the failure occurred**

There are two possible scenarios:

*   ****The email never reached the Kustomer server.**** The failure occurred before the email arrived at Kustomer — for example, a routing issue with the customer's email provider, a DNS misconfiguration, or a delivery failure on the sending side. Kustomer cannot recover emails that never reached its server.
*   ****The email reached the Kustomer server but was not ingested.**** This can happen due to processing errors, spam filtering, or configuration issues. Contact Kustomer support with the sender email address, approximate send time, and subject line so the team can check server logs.

#### **Prevent future missing emails**

*   Verify that your domain DNS records (MX, SPF, DKIM) are correctly configured.
*   Review your spam filter settings to ensure legitimate emails are not being filtered.
*   Report missing emails to Kustomer support promptly. Server logs are time-limited, so earlier reporting allows for better diagnosis.