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Why am I missing incoming messages?

If you are not receiving any new messages in your account, there is likely something intercepting it prior to arrival in your inbox. This includes self-created message filters (inbox rules), junk mail filters, blocked senders, and message forwarding.


Message Filters (Inbox Rules) & Forwarding

First, you should review any message filters that you may have created. You may have filters set to forward your mail to another account, or designed to delete very specific types of spam that could be unintentionally affecting legitimate messages.

  1. Log in to UGAMail
  2. Click on the gear/settings icon in the upper right corner.
  3. Choose "Options."
  4. In the Options screen, click on the "Settings" tab in the left column.
  5. In the Inbox Rules tab, review the message filters, if any are listed with a checkmark next to them.
    • Highlight rules to see their function in the column to the right.
    • Pay close attention to the Do the following heading.

If you require assistance in interpreting these rules, please contact us.

Junk Mail Filters, Blocked and Safe Senders

The UGAMail junk mail filter is on by default, and may capture messages that are not actually spam (false positives); moreover, your configured email client's internal junk mail filter may also filter messages into your junk folder. Please review the following article for additional information:

Messages Not Forwarding Properly

Forwarding can be done two ways: forwarding your account through message filters (inbox rules) to the second account, using the second account to download/"pop" messages from UGAMail, or using the "Connected Accounts" forwarding.


Forwarding through Message Filters

If certain messages are not being forwarded to your account, you may want to check your Junk E-Mail folder in your UGAMail account and/or disable the Junk Mail filter. Please see the following article:

If you would like to forward all messages without filtering, please do the following:

Forwarding Using Connected Accounts

  1. Click on the gear/settings icon in the upper right corner.
  2. Choose "Options."
  3. In the Options screen, click on the "Connected Accounts" tab in the left column.
  4. Under the "forwarding" heading, enter the email address for which you would like to receive your UGAMail messages.
  5. Click "Start Forwarding" begin forwarding.
    • We recommend keeping a local copy in your UGAMail account as a back up.

Forwarding Using POP3/Connected Account

Some email service providers allow one to download messages directly from UGAMail, requiring no set up in your UGAMail account itself. Since this method uses the UGAMail POP3 server, you must reconfigure these accounts to match the new UGAMail server settings. See the following articles for more information:

Recovering Deleted Messages

If a rogue message filter was set to permanently delete a needed message, it can be recovered. Please see:


Finding the Missing Message(s)

Oftentimes, messages have been delivered to your account, but a filter has acted upon it, sending it to a folder other than your inbox (e.g. Junk E-Mail folder or Deleted Items). Check these folders for that message, or you can use UGAMail's mailbox search feature to look for the message. Instructions for the latter:

  1. Once logged into your UGAMail account, click on your name in the folder list (the far left column, typically above your inbox).
  2. To the right, in the message list, click on the field with the text Search Entire Mailbox. This is located beneath the New button.
  3. Type in part or all of the subject heading or sender name, then press the enter or return key.


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