> ## Documentation Index
> Fetch the complete documentation index at: https://help.noxity.io/llms.txt
> Use this file to discover all available pages before exploring further.

# No email received?

> What to check when a Noxity welcome, invoice, or domain email hasn't arrived. Spam folders, mail providers that filter aggressively, typos, and how to ask us to resend.

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    Updated: April 30, 2026
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If a welcome, invoice, or domain email isn't where you expect it, walk this list in order. By step 4 you'll either have it back or know exactly what to ask us to check.

## 1. Check the spam / promotions folder

Transactional emails with payment links and credentials sometimes match aggressive spam-filter heuristics. Check:

* **Gmail.** The **Promotions** tab and the **Spam** label.
* **Outlook / Hotmail.** The **Junk Email** folder and the **Other** tab if you're on Focused Inbox.
* **Apple Mail.** The **Junk** mailbox on each account.
* **Self-hosted mail.** The per-domain spam folder (cPanel: `/home/<user>/mail/<domain>/<inbox>/.Junk`).

Most of our outbound traffic comes from `noreply@noxity.io` and `domain-notifications@noxity.io`. Search for either address; if they show up in spam, mark them as Not Spam to stop future filtering.

## 2. Whitelist Noxity senders

If the first email landed in spam, the next one probably will too. Whitelist on the inbox side:

| Mail provider             | Where to add the whitelist                                                                                                     |
| ------------------------- | ------------------------------------------------------------------------------------------------------------------------------ |
| **Gmail**                 | Settings → **Filters and Blocked Addresses** → **Create new filter** → From contains `@noxity.io` → **Never send to spam**     |
| **Outlook.com / Hotmail** | Settings → **Mail** → **Junk email** → **Safe senders** → add `@noxity.io`                                                     |
| **Apple Mail**            | Add `noreply@noxity.io` to your contacts; that bumps reputation across iCloud.                                                 |
| **Self-hosted (cPanel)**  | [Email Filters](/web-hosting/cpanel/email-management/email-filters) → create a "from contains @noxity.io → keep in inbox" rule |
| **Microsoft 365 (work)**  | Admin → **Mail flow** → **Anti-spam policies** → add `noxity.io` to allowed senders                                            |

For organisations that filter at the gateway (Mimecast, Proofpoint, Barracuda), ask your IT admin to allowlist the same addresses. We'll provide an SPF / DKIM trace from our side if your admin asks for one.

## 3. Confirm the address is right

If the spam folder is empty, the email may not have been sent to the address you're checking. Common causes:

* **Typo at signup.** A mistyped letter at signup means we send to a non-existent or someone-else's address. The Members Area shows the registered email at the top of the **Profile** page; verify it matches what you're reading.
* **Different address per scope.** Account-level emails (welcome, invoices) go to the Members Area email. Domain-level emails (registration confirmation, renewal reminders, ICANN verifications) go to the **registrant email** on the domain itself, which is set independently. They can be the same address but don't have to be.

If the registered address is wrong, fix it from **Profile** in the Members Area; then ask us to resend whatever was lost (see step 4).

## 4. Ask us to resend

If you've ruled out spam, whitelist, and typos and the email still hasn't arrived, open a ticket and tell us:

* Which email you're missing (welcome, invoice, domain confirmation, etc.).
* The address it should have gone to.
* Roughly when it should have fired (right after signup, right after a domain registered, etc.).

We'll check the outbound mail logs from our side. The possible findings:

* **The email left our system.** The issue is downstream: your provider's filter, your domain's MX, your forwarder.
* **The email got rejected at your provider's edge.** The bounce reason is in our log; we paste it into the ticket so you can take it to your IT.
* **The email never queued.** Rare, but possible if a template misfired. We re-trigger and confirm delivery.

For lost credentials specifically, you don't have to wait. Reset directly:

* **Members Area password.** [Forgot password page](https://members.noxity.io/password-reset.php). The reset link goes to the registered email regardless of whether the original welcome email arrived.
* **cPanel password.** In the Members Area, open **Services**, click your hosting product, hit **Reset cPanel password**. The new password ships to the registered email.

## Common questions

<AccordionGroup>
  <Accordion title="My provider says you're not on their allowlist">
    Some providers (especially corporate ones) accept mail only from a curated allowlist. We can supply our SPF, DKIM, and DMARC records on request so the IT admin can satisfy whatever validation they're running. Open a ticket and ask for the "deliverability brief"; we keep one ready.
  </Accordion>

  <Accordion title="A teammate received the email but I didn't, even though we share the inbox">
    If you've forwarded one address to multiple people via aliases, the delivery is up to your mail server. If only one alias landed it, the others were dropped at the relay. Check your mail server's per-alias delivery log.
  </Accordion>

  <Accordion title="The email's there but the link inside is expired">
    Welcome and password-reset links are time-bounded, typically 24 hours. Request a new one from the [reset page](https://members.noxity.io/password-reset.php). Invoice payment links don't expire; if one looks broken, log into the Members Area and pay the invoice from there directly.
  </Accordion>

  <Accordion title="I'm getting Noxity emails I don't want anymore (marketing, blog updates)">
    Marketing emails are opt-in; the **Subscriptions** section in your Members Area profile turns them off. Transactional emails (account, billing, domains) can't be disabled. They exist for ICANN compliance and account safety.
  </Accordion>
</AccordionGroup>

## Need a hand?

<CardGroup cols={2}>
  <Card title="Open a ticket" icon="life-ring" href="https://members.noxity.io/submitticket.php">
    Best for anything that needs an account check or a config change on our end.
  </Card>

  <Card title="Live chat" icon="messages" href="https://noxity.io/contact">
    Faster for quick questions during business hours.
  </Card>
</CardGroup>

<div className="mt-8">
  <Accordion title="Sources" icon="book-bookmark">
    * [Check your inbox](/home/essentials/check-your-inbox)
    * [Support overview](/home/essentials/support)
    * [Email filters (cPanel)](/web-hosting/cpanel/email-management/email-filters)
    * [Members Area password reset ↗](https://members.noxity.io/password-reset.php)

    <div className="mt-4 pt-4 border-t border-gray-200 dark:border-gray-800 text-xs text-gray-500 dark:text-gray-400 italic leading-relaxed">
      These guides were ported from our legacy knowledgebase by AI, then reviewed and extensively tested by humans before publication to ensure the migration went through smoothly.
    </div>
  </Accordion>
</div>