Emails Not Being Received — Troubleshooting Guide

If target accounts are not receiving campaign emails, several common factors could be causing the issue.

1. Ensure Proper Whitelisting

One of the primary reasons for email delivery failures is missing or incomplete whitelisting. Make sure to whitelist the necessary PhishGrid domains and email addresses.

See: Microsoft/Office 365 Whitelisting and IceWarp Whitelisting guides in this section.

2. Check for Domain Blocking

Certain PhishGrid simulation domains might be blocked in your Microsoft Suite or GSuite settings. Verify that PhishGrid domains are not on any blocklists within your email platform.

3. Address-Specific Blocking

Specific email addresses used in campaigns might be individually blocked. Check your blocklist settings to ensure none of the PhishGrid campaign sender addresses are restricted.

4. Check Spam/Junk Folders

Ask recipients to check their spam or junk folders. If emails are landing there, additional whitelisting or SCL configuration may be needed.

5. Contact Support

If the above steps don't resolve the issue, contact the PhishGrid support team with details of your email provider configuration for further assistance.