Most email delivery issues are caused by spam filters or company security tools blocking messages from new senders. Here are a few quick steps you can try to fix it.
Steps
Check your spam or junk folder
Look for emails from @sitedna.ai. If you find one, mark it as Not Spam or Safe Sender.
If you get a daily "quarantine digest" email from your company, check that too. Our message may be listed there with a Release or Release and Allow Sender option.
On Microsoft 365 or Outlook? Check Quarantine
Microsoft filters mail into two places: the Junk folder you already checked, and a separate area called Quarantine that doesn't appear in Outlook at all.
Login codes and confirmation links look a lot like phishing to Microsoft, so ours sometimes land there.
If you are the IT administrator for your Microsoft 365:
Select Filter, set Sender address to
[email protected], and set Time received to the last few days. Filters carry over between visits, so clear them if the page looks emptyClick the message and select Release
If you don't: Microsoft hides these messages from everyone except admins, so you may see an empty page even though our email is sitting there. Forward this article to whoever manages your Microsoft 365, or reply to us and we'll send them a note.
Verification codes expire. Release the message anyway, then request a fresh code from SiteDNA.
Add @sitedna.ai to your safe senders or contacts
Outlook: Go to Settings > Mail > Junk Email > Safe Senders and add @sitedna.ai
Gmail: Add [email protected] to your Google Contacts, or open one of our emails, click the three-dot menu, select "Filter messages like this," and choose "Never send to spam"
Apple Mail: Add [email protected] to your Contacts app
Other email clients: Look for options labeled "Safe Sender," "Approved Sender," or "Allow List"
Contact your IT department If the above steps don't resolve it, your IT team may need to allowlist @sitedna.ai in your organization's email security platform. Forward them our technical guide for IT administrators - it includes everything they need.
Good to know
This affects all types of SiteDNA emails - account invitations, password resets, notifications, and reports.
The steps above work for any inbox. Where it goes wrong most often is a work address on the recipient's own company domain, since company security tools frequently block unfamiliar senders like [email protected]. If spam and safe-sender steps don't fix it, that's when IT needs to allowlist us (step 4). Personal addresses (Gmail, Outlook.com, Yahoo, iCloud) rarely need IT; it's almost always just the spam folder.
Resending an invite generates a new link. If you're an admin who resent an invite and the recipient still isn't receiving it, the same steps above apply. Have them check the steps themselves, or forward this article to them directly.
If you've tried the steps above and still aren't receiving emails, chat with us and include: the email address affected and what you were trying to do (sign up, accept an invite, or reset your password).
Still need help? Chat with us using the support icon - include the email address that's not receiving messages and we'll sort it out.