What should I do if specific users are not receiving system emails, but everyone else is?

If specific users report they haven't received emails, however, the rest of your team are all receiving their training and phishing emails, the issue is almost always isolated to local account settings or individual device rules.

Follow these steps to locate the missing emails:

• Verify Email Spelling: Confirm there are no typos in the user's email address within the Goldphish platform.
• Check Alternate Folders: Ask the user to check their Junk/Spam folders, Clutter, and the "Other" tab (if using Outlook's Focused Inbox).
• Review Personal Inbox Rules: Ensure the user hasn't created a personal inbox rule or filter that automatically moves, archives, or deletes external emails.
• Check Personal Blocked Senders: Confirm that @goldphish.com hasn't been added to the user's personal "Blocked Senders" list in their email client.
• Run an IT Message Trace: If the email still cannot be found, ask your internal IT team to run a targeted Message Trace in Microsoft 365 or Google Workspace for the specific email address. This will show whether a local tenant policy or endpoint security scanner quarantined the message upon arrival.

If you ever get stuck at any point, click the in-app chatbot icon in the bottom-right corner to chat to our support team - we're happy to help! 😊