Emails Not Being Received — Troubleshooting Guide
Emails Not Being Received — Troubleshooting Guide
If target accounts are not receiving campaign emails, work through these common causes.
1. Whitelisting incomplete
The most common cause. Confirm all current values from Sending Domains & IPs are whitelisted across every layer — domains and IPs, plus your simulation header where available. Follow your provider guide (Microsoft 365, Google Workspace, Mimecast, Proofpoint, and others in this section).
2. Domain blocked
Check that none of your PhishGrid simulation domains are on a blocklist in your mail platform.
3. Sender-address blocked
Check that individual PhishGrid campaign sender addresses are not individually blocked.
4. Emails in spam/junk
Ask a test user to check Junk. If mail is there, the spam confidence level isn't being bypassed (e.g. SCL not set to -1, or the allow rule isn't matching).
5. Links not tracking / bot clicks
If clicks look automated, a URL scanner is pre-fetching links — add your PhishGrid domains to the link-scanning exclusions (Safe Links, URL Protection, etc.).
6. Firewall / perimeter
Ensure your PhishGrid sending IPs are not blocked at the network perimeter.
7. Still stuck?
Send a 5–10 user test and re-check Settings → IP & Domains for newly added values. If it persists, contact PhishGrid support with your mail-provider configuration.