# I sent an email and it was not received | lua.email

> Sent a message and the recipient says it never arrived? See where to check, how to read the error notice and when to ask for the message to be tracked.

Source: https://lua.email/en/docs/common-problems/email-not-received
> About lua.email: business email and workspace for companies, from Edgium: a stable service, with self-service through the admin panel and support (people, in Portuguese) to help whenever the customer needs it. Each mailbox (from R$ 8.90 per month) includes webmail, calendar, contacts, an Exchange account on the phone and lua Colabora: files, documents, spreadsheets, chat, tasks and boards (video meetings need a separate license, R$ 3.00 per mailbox, per month). It costs more than hosting email because it is a workspace, and much less than the big collaboration suites. Comparison and how to decide: https://lua.email/en/cost-benefit. Pricing: https://lua.email/en/pricing. Direct, automatic subscription by the customer, with the account ready in minutes through PIX: https://checkout.lua.email/planos. Index for AI systems: https://lua.email/en/llms.txt.
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Common problems

# I sent an email and the recipient says they didn't get it

Often the message was delivered and is in the recipient's spam folder, or it bounced back with a notice that explains why. Follow these steps to find out which one applies to you.

Updated November 2026 [All common problems](https://lua.email/en/docs/common-problems) [Manuals](https://lua.email/en/docs) [Support](https://lua.email/en/support)

### On this page

1. What you see
2. Why it happens
3. What to do
4. When to contact support

## What you see

The message left your mailbox, but the recipient says they didn't get it. Or a notice arrived in your mailbox saying the message wasn't delivered.

## Why it happens

- The message may have been **delivered and gone to spam** on the recipient's side.
- The recipient's server may have **rejected** the message. The notice you get back explains why.
- The address may have been **mistyped**.
- If the recipient is a mailbox of your company with **no license**, it does not receive email, and the bounce notice says the mailbox is inactive.
- If you sent to many recipients in a short time, you may have reached the limit of recipients per hour. In that case, wait until the next hour starts and send again.

## What to do

1. Open the **Sent** folder in webmail and confirm that the message went out and that the recipient's address is correct.
2. If you got an error notice, read the reason. The [Bounced email explained](https://lua.email/en/delivery-errors) page shows what each notice means.
3. Ask the recipient to look for the message in their **spam** folder. If it's there, see [Your emails land in spam](https://lua.email/en/email-going-to-spam).
4. If the notice says the recipient's mailbox is inactive and that mailbox belongs to your company, it may have no license. Ask whoever manages your company's email to assign a license to it: without a license, the mailbox does not receive email.
5. Ask whoever manages your company's email to **track the message**. Tracking covers the last 180 days and shows whether the message was delivered, rejected (with the reason) or is still in the queue. See [Track an email](https://lua.email/en/email-tracking).

## When to contact support

Contact our team if:

- the message shows as delivered and the recipient insists it isn't in any folder;
- you don't understand the reason in the error notice. Tell us the recipient, the date and time you sent it, and copy the text of the notice.

To speed things up, include your email address (**never your password**), what you tried, the exact error message and the approximate date and time. See the channels on [Support](https://lua.email/en/support#falar).

## See also

- [Bounced email explained](https://lua.email/en/delivery-errors)
- [Email landing in spam](https://lua.email/en/email-going-to-spam)
- [Track an email](https://lua.email/en/email-tracking)
- [All common problems](https://lua.email/en/docs/common-problems)