Short answer
Check your junk folder and safe-sender settings, but also look for an account rule or unknown sign-in. Add trusted senders only after you recognize them.
What this usually means
Spam filters make a guess based on the sender, wording, links, and past reports. A real message can be misfiled, especially after a sender changes email systems or sends a large mailing.
Safe things to try
- 1
Find a missing message
Search Junk or Spam for the sender and subject. If it is there, mark it as Not Junk or Not Spam.
- 2
Add a trusted sender carefully
For a person or company you know, add the address to Contacts or Safe Senders. Check the full address first.
- 3
Check rules
Review filters and rules for actions that delete or move mail. Remove anything unfamiliar.
- 4
Ask the sender to check
If only one sender is affected, their mail system may need attention. Do not weaken every spam filter to fix one sender.
What not to do
- Do not mark every message as safe.
- Do not open suspicious mail just because it landed in Junk.
- Do not turn off spam protection entirely.
When to get help
If many expected messages disappear, or rules keep returning, secure the account and check whether another device or person has access. The missing email guide covers the next checks.
Common questions
- Why does mail from a family member go to spam?
- The filter may have learned from an earlier report or the sender's address may have changed. Mark that message as safe and add the correct address.
- Should I use a Gmail or Outlook safe-sender list?
- Yes, for senders you recognize. Still review the full address so a look-alike scam address is not added.
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