Work through these in order. Each one stops mail at a different point.

1. Is the domain receiving yet?

Open Settings → Receiving and the domain's page. Every DNS record needs a tick in the Found column.

  • A record isn't found. Add it exactly as shown wherever your domain's DNS is managed, then wait a few minutes. See Receiving email on your domain.
  • The name is an alias (a CNAME record). It can't receive mail, because DNS doesn't allow a mail record beside an alias. Use a different subdomain.
  • You're using a whole domain and mail goes somewhere else. Remove the domain's old MX records, so mail doesn't go to two places.

2. Does the address exist?

Mail to an address that isn't set up on the domain is refused, and the sender gets a bounce. On the domain's page, check the address is listed, spelled the way people are writing to it. Add it if not.

3. Does your workspace keep mail?

If the Inbox shows a Forward-only notice, received mail isn't kept in SendBeam. Each message goes to your webhook and waits in the API for 72 hours. To read mail in SendBeam, open the Inbox, select the settings cog and choose Keep as an inbox. See Inbox settings.

In the SendBeam app, the Inbox tab works only once the workspace keeps its mail as an inbox.

4. Is the sender allowed?

An address, or the whole workspace, can accept mail only from contacts and team members (and replies to your campaigns). Mail from anyone else is filtered: it isn't kept and doesn't appear in the Inbox. If you need to hear from strangers on that address, change who can send to it in the address's menu or in Inbox settings.

5. Is it in another tab or folder?

  • Check New senders and Spam, or All. Mark a message Not spam to always allow that sender.
  • Check Archive and the trash, or search by the sender or subject.
  • If an admin restricted the address, you see its mail only if you've been given access to it. Ask an admin. See Who sees what.

6. Is the inbox full?

If When the inbox is full is set to Hold new mail back, new mail waits while the storage allowance is used up. Nothing is deleted, and senders' servers keep retrying for up to five days. Shorten Keep messages for, or choose Delete the oldest mail, and the senders' next retry brings the mail in.