Why some tenants are not receiving the emails sent by Plexflow
It can happen that a tenant does not receive an email sent by Plexflow, even if the email address seems correct.
In the majority of cases, the problem is linked to the tenant’s mailbox, to their email provider, or to a security filter that blocks the message before it is delivered.
Here are the checks to make on the tenant’s side.
1. Check the email address
First ask the tenant to confirm their exact email address.
You need to check:
- that there is no error in the address;
- that there is no space before or after the address;
- that the right domain is used, for example.com,.ca,.fr;
- that the address is still active.
Even a small error can prevent the delivery of the email.
2. Check the junk email
The tenant should check all the secondary folders of their mailbox.
For example:
- Junk email;
- Spam;
- Junk;
- Promotions;
- Other;
- Archive;
- Trash.
Depending on the email provider, the message may be moved automatically to another folder.
3. Sign in directly to webmail
The tenant should check their emails directly from a web browser.
For example:
- Outlook.com or Hotmail;
- Gmail.com;
- Yahoo Mail;
- iCloud Mail;
- the web portal of their email provider.
They should not only check from a phone or an application such as Outlook mobile, Apple Mail, or Gmail mobile.
In some cases, the email is indeed present in the webmail, but the phone application does not synchronize correctly.
4. Add Plexflow to contacts or to safe senders
The tenant can add Plexflow’s sending address to their contacts or to their list of safe senders.
Depending on the email provider, this option can have different names:
- Safe senders;
- Whitelist;
- Contacts;
- Never block this sender.
This step helps the email provider recognize the messages sent by Plexflow as legitimate.
5. Check whether Plexflow is blocked
The tenant should check whether Plexflow’s sending address or the Plexflow domain is in their list of blocked senders.
For Outlook, Hotmail, or Live, they can check here:
Settings → Mail → Junk email → Blocked senders
If Plexflow appears in this list, it must be removed.
6. Check automatic messaging rules
The tenant may have a rule that automatically moves, deletes, archives, or forwards certain emails.
This can give the impression that the email was never received.
For Outlook, Hotmail, or Live, they can check here:
Settings → Mail → Rules
Any rule that could move or delete received emails must be deleted or changed.
7. Check whether the mailbox is full
If the tenant’s mailbox is full, some new messages may be refused.
The tenant should check their storage space and delete emails or large attachments if needed.
8. Check whether the email account is active
Some providers can temporarily limit an email account for security reasons.
The tenant should check whether their account is asking for:
- a security validation;
- a sign-in confirmation;
- a password update;
- an identity verification;
- an action to reactivate the account.
If the account is restricted, some emails may be blocked even before they arrive in the inbox.
9. Do a test with another email address
If the problem persists, we recommend testing with another email address.
For example:
- Gmail;
- Outlook.com;
- iCloud;
- another personal address.
This lets you check whether the problem is linked to the tenant’s current address or to their email provider.
10. Special case: Hotmail, Outlook, or Live
Hotmail, Outlook, and Live addresses can sometimes filter certain emails more strictly.
In some cases, the email can be blocked even before it arrives in the inbox or in junk email.
If Plexflow emails used to arrive before, but no longer arrive now, it is possible that a filter of the email provider has changed or that a previous message was blocked by mistake.
In that case, you should:
- check the blocked senders;
- add Plexflow to the safe senders;
- check the automatic rules;
- test with another email address.
11. Resend from Plexflow
Once the checks are completed, you can resend the email from Plexflow.
If the tenant still receives nothing after these checks, it is recommended to use another email address for this tenant.
Quick summary for the tenant
If you are not receiving an email sent by Plexflow, please check:
- Your exact email address.
- Your junk email, spam, archive, and trash.
- Your mailbox directly from webmail.
- Your blocked senders.
- Your automatic messaging rules.
- The space available in your mailbox.
- Whether your email account is asking for a security validation.
- The addition of Plexflow to your contacts or safe senders.
- Another email address if the problem persists.
To remember
When Plexflow indicates that an email could not be sent or that a tenant is not receiving the emails, the problem can come from the email address, the messaging provider, or the settings of the tenant’s mailbox.
In most cases, adding Plexflow to the safe senders, checking the blocked senders, and testing with another email address let you identify the cause of the problem.
Updated on: 12/11/2026
Thank you!