First, work out which direction the problem is

The fix is completely different depending on which of these it is:

• Your emails to customers land in their spam folder.
• Emails from your website, such as form notifications, never arrive.
• Emails from other people land in your spam folder.

Tell us which one you are seeing when you write in, and include the full headers or a forwarded copy of a message that went astray.

If your emails land in customers’ spam

Usually, it is authentication. Three DNS records tell the receiving mail server that your email is genuine:

• SPF lists the servers allowed to send as your domain.
• DKIM cryptographically signs your mail.
• DMARC tells receivers what to do when a message fails the first two.

If you have recently changed email providers, added a CRM or started a new email marketing tool, these records often need updating. We can check and correct them for you.

Other common causes:

• Sending a bulk campaign from a normal mailbox instead of a proper email platform.
• Spam trigger habits, such as all caps subject lines, “FREE!!!” or a single large image with almost no text.
• A brand-new domain or a brand-new sending tool with no sending reputation yet. Reputation is built by sending gradually, not all at once.

If website form notifications are not arriving

This is nearly always the website trying to send mail directly from the web server, which modern mail providers distrust. The fix is to route the site’s email through an authenticated sending service. If your forms have gone quiet, do not assume enquiries have stopped. Write in and we will test the delivery path end to end.

What you can do right now

• Check the junk folder and mark the message as Not junk.
• Add the sender to your contacts.
• Send us the date, time, sender and subject of a message that went missing so we can trace it.