Why am I not receiving emails?
If you're not receiving emails from tawk.to, there are several common causes.
Common reasons for missing emails include:
If you're using a business email service, your IT administrator may need to review your organization's email security settings to ensure emails from tawk.to are allowed.
Follow the steps below to identify and resolve the issue.
Common reasons for missing emails include:
- Emails being filtered into Spam or Junk folders
- Organization-level spam filters or email quarantine
- Inbox rules or filters moving messages automatically
- Full mailboxes
- Email forwarding or distribution list issues
- Ticket notification settings
- Existing email conversation threads that group related messages together
If you're using a business email service, your IT administrator may need to review your organization's email security settings to ensure emails from tawk.to are allowed.
Follow the steps below to identify and resolve the issue.
Check your Spam and Trash folders
Email providers may incorrectly identify legitimate emails as spam. Check your Spam, Junk, and Trash folders for emails from tawk.to.
If you're using Gmail, remember that a standard search does not include messages in the Spam folder. Search your entire mailbox for messages from p.tawk.email or tawk.to, including Spam and Trash.
If you find a tawk.to email in your Spam folder, mark it as Not spam to help prevent future messages from being filtered.
If you're using Gmail, remember that a standard search does not include messages in the Spam folder. Search your entire mailbox for messages from p.tawk.email or tawk.to, including Spam and Trash.
If you find a tawk.to email in your Spam folder, mark it as Not spam to help prevent future messages from being filtered.
Search your mailbox
Before assuming an email wasn't delivered, search your mailbox for:
Some email providers also group replies into existing conversation threads. Check previous conversations from tawk.to to see if the email has been added to an existing thread.
- p.tawk.email
- noreply@tawk.to
- tickets@tawk.to
Some email providers also group replies into existing conversation threads. Check previous conversations from tawk.to to see if the email has been added to an existing thread.
Check your inbox rules and filters
Automatic inbox rules or email filters may move messages to another folder, archive them, or delete them.
Review any rules, filters, labels, or automations configured for your mailbox, especially if you're using a shared support email address.
Review any rules, filters, labels, or automations configured for your mailbox, especially if you're using a shared support email address.
Check your mailbox storage
If your mailbox is full, your email provider may reject or delay incoming emails.
If you're close to your storage limit, free up space and ask the sender to resend the email if necessary.
If you're close to your storage limit, free up space and ask the sender to resend the email if necessary.
Check your organization's email security
If you're using a business email address, your organization may use additional email security services that filter or quarantine incoming messages before they reach your mailbox.
Examples include:
If you can't find the email, ask your IT administrator to check:
In some cases, the email is successfully delivered to your organization's email security service but is quarantined before it reaches your inbox.
Examples include:
- Google Workspace
- Microsoft 365
- Mimecast
- Proofpoint
- Barracuda
If you can't find the email, ask your IT administrator to check:
- Email quarantine
- Organization-level spam filtering
- Secure email gateways
- Mail flow or filtering rules
In some cases, the email is successfully delivered to your organization's email security service but is quarantined before it reaches your inbox.
Allowlist tawk.to emails
To help ensure you receive emails from tawk.to, ask your IT administrator to allowlist the following:
Sender domain
p.tawk.email
Email addresses
noreply@tawk.to
tickets@tawk.to
Also allowlist your Ticket Forwarding Email address if you're using ticket forwarding.
If your organization uses Google Workspace, Microsoft 365, or another email security service, ask your administrator to configure the allowlist at the organization level. Adding senders to your personal contacts or safe senders list may not prevent emails from being filtered before they reach your mailbox.
Sender domain
p.tawk.email
Email addresses
noreply@tawk.to
tickets@tawk.to
Also allowlist your Ticket Forwarding Email address if you're using ticket forwarding.
If your organization uses Google Workspace, Microsoft 365, or another email security service, ask your administrator to configure the allowlist at the organization level. Adding senders to your personal contacts or safe senders list may not prevent emails from being filtered before they reach your mailbox.
Check forwarded email addresses and distribution lists
If your support email address forwards messages to another mailbox or is part of a distribution list, forwarded emails may not always reach the final recipient.
If you're using email forwarding, aliases, or distribution lists, ask your IT administrator to verify that messages from tawk.to are being forwarded correctly.
If you're using email forwarding, aliases, or distribution lists, ask your IT administrator to verify that messages from tawk.to are being forwarded correctly.
Check your notification settings
If you're expecting email notifications for tickets, verify that your notification settings are configured correctly.
If a ticket is assigned to a specific agent, only the assigned agent receives email notifications.
To learn more about ticket notifications, see the relevant notification settings in your Administration dashboard. Learn more here: Adjusting mail notifications
If a ticket is assigned to a specific agent, only the assigned agent receives email notifications.
To learn more about ticket notifications, see the relevant notification settings in your Administration dashboard. Learn more here: Adjusting mail notifications
Still not receiving emails?
If you've completed the steps above and you're still not receiving emails, contact our support team.
To help us investigate, include:
This information helps us investigate the issue more quickly.
To help us investigate, include:
- The email address that should receive the messages
- The approximate date and time the email was expected
- The type of email you expected (for example, ticket notification, password reset, or transcript)
- Whether you're using a personal email provider or a business email service such as Google Workspace or Microsoft 365
This information helps us investigate the issue more quickly.
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