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Didn't Get Our Email?

Not Receiving Our Emails? Here’s How to Find Them

If you’re expecting an email from us and haven’t seen it yet, don’t worry—this happens more often than you’d think. This quick guide will help you locate missing emails and make sure future messages land safely in your inbox.

Why Emails Sometimes Go Missing

Modern email systems use multiple layers of spam and security filtering. Occasionally, legitimate emails get caught along the way. Your message may be:

  • In your spam or junk folder (most common)

  • Held in a company email quarantine (common with work emails)

  • Blocked by your organization’s IT security system

Follow the steps below based on your setup.

Step 1: Check Your Spam or Junk Folder

This is the fastest and most common fix.

Gmail

  1. Open Gmail in your web browser

  2. Click Spam in the left sidebar (you may need to click More)

  3. Search for our email address or company name

  4. Open the email and click Not spam

To prevent this in the future:

  • Add our email address to your Google Contacts

  • Or create a filter:
    Settings → See all settings → Filters and Blocked Addresses → Create a new filter → Enter our email in “From” → Create filter → Check “Never send it to Spam”

Outlook.com / Hotmail / Live Mail

  1. Sign in to Outlook.com

  2. Click Junk Email in the left sidebar

  3. Search for our email

  4. Select it and click Not junk

To prevent this in the future:

  • Go to Settings → View all Outlook settings → Mail → Junk email

  • Under Safe senders and domains, click Add and enter our email address or domain

Yahoo Mail

  1. Sign in to Yahoo Mail

  2. Click the Spam folder

  3. Find our email and click Not Spam

To prevent this in the future:

  • Add our email address to your Yahoo Contacts

  • Or go to Settings → More Settings → Filters → Add new filter and route emails from us to your Inbox

Apple Mail (iCloud)

  1. Open Mail and click the Junk folder

  2. Find our email

  3. Right-click → Move to Inbox → Mark as Not Junk

To prevent this in the future:

  • Add our email address to your Contacts app

Step 2: Check Your Company’s Email Quarantine (Work Emails)

If you use a work email address, your company may be using enterprise-level email security that quarantines messages before they reach your inbox—or even your spam folder.

Common Email Security Systems

Your organization may use one of these:

  • Barracuda Email Protection

  • Mimecast

  • Proofpoint

  • Cisco Secure Email

  • Microsoft Defender for Office 365

  • SpamTitan

  • Fortinet FortiMail

  • Check Point Harmony Email

How to Find Quarantined Emails

1. Look for quarantine summary emails
Many systems send daily or weekly notifications with subject lines like:

  • “Quarantine Digest”

  • “Spam Quarantine Summary”

  • “Messages Held in Quarantine”

These emails usually include links to review and release messages.

2. Access your quarantine portal
Your IT team may have provided a portal link, such as:

  • quarantine.[yourcompany].com

  • email-security.[yourcompany].com

  • A link inside a quarantine digest email

From there, you can:

  • Search for quarantined emails

  • Release messages to your inbox

  • Add senders to your personal allow list

Step 3: Contact Your IT Department (If Needed)

If you’ve checked spam and quarantine folders but still can’t find our emails, your IT team may need to whitelist us at the organization level.

What to Share With Your IT Team

Please ask them to allow the following:

Email address(es):

  • service@acalandscape.com

  • @acalandscape.com

Domain:

  • acalandscape.com


For IT Administrators

Whitelisting steps vary by platform. Examples include:

  • Barracuda: Settings → Sender Policy → Allow List

  • Mimecast: Administration → Gateway → Policies → Permitted Senders

  • Proofpoint: Email Protection → Organizational Policies → Safe Senders

  • Microsoft 365 / Defender: Security Admin Center → Anti-spam → Allowed Senders

  • Cisco Secure Email: Mail Policies → HAT Overview → Allowlist

Refer to your platform’s documentation for detailed steps.

Still Having Trouble?

If you’ve tried everything above:

  • ✔️ Confirm we have the correct email address on file

  • ✔️ Check for typos in your email address

  • ✔️ Try a backup email (Gmail, Yahoo, etc.) if possible

  • ✔️ Contact us directly at 303-853-8550 and we’ll help resolve it

Quick Checklist

  • ☐ Checked spam/junk folder

  • ☐ Marked sender as “Not spam” or “Safe”

  • ☐ Added sender to contacts

  • ☐ Checked company quarantine (if applicable)

  • ☐ Released email from quarantine

  • ☐ Contacted IT to whitelist sender

Last updated: 01/22/2026

If you’re still not receiving our emails, please reach out—we’re always happy to help 😊