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

It can be frustrating when most of your team is receiving their training and phishing emails without any issues, but a couple of users seem to be missing out.

The good news is that if most users are receiving their emails normally, it's usually not a wider Goldphish issue. More often, it's something specific to the affected user's profile, inbox, or local email security settings.

Here’s a quick checklist to help you track down the missing emails and get things back on track.

Step 1: Try these quick checks first

Before getting your IT team involved, there are a few simple things you or the affected user can check:

• Double-check the email address: Go to your Goldphish admin dashboard > Users and make sure there aren't any typos in the user's email address.
• Check secondary inbox folders: Ask the user to check their Junk/Spam, Clutter, or Other folder/tab. Outlook's Focused Inbox can sometimes move emails out of the main inbox.
• Check personal inbox rules: Make sure the user hasn't accidentally set up a rule or filter that's moving, archiving, or deleting emails from external senders.
• Check the Blocked Senders list: Make sure @goldphish.com or @mail.goldphish.com hasn't been added to the user's personal blocked senders list in Outlook or Gmail.

Step 2: Ask your IT team to take a look

If the email still hasn't turned up, it's worth getting your IT team to check what happened to it after Goldphish sent it.

• Run a Message Trace: Ask your IT team to run a Message Trace in Microsoft 365 or check the relevant email logs in Google Workspace for the affected user's email address. This can help confirm whether the message reached your mail environment and whether a local security tool, rule, or filter intercepted it.

If your IT team can see that the email was received but subsequently quarantined, blocked, or filtered, they'll be able to investigate the relevant security policy from there.

Still stuck? Send us a message via the in-app chatbot or drop us an email via support - we're happy to help you troubleshoot further.