Issues Receiving Email

Instructions on what to do if you are having issues receiving emails to your Faculty/Staff (Exchange) email account.

Issue/Question

I am having problems receiving specific emails that have been sent to my WKU Exchange or TopperMail email account.

Resolution

There are a number of reasons why emails may not appear in an inbox after being sent. Possible resolutions include:

1. Ask sender if they received a bounce message (an error message from WKU's email server). These generally explain issues such as an incorrect email address or if it was blocked as suspected spam.
2. Check other folders such as Junk Email, Trash, and Deleted Items for missing message.
3. Make sure that email isn't being routed or deleted by any Rules set on your Inbox. Rules may appear in either the Outlook program, or only in the Outlook Web App. It is recommended to check both locations.

If problem persists, please gather as much information about missing message (To: and From: email addresses, time sent, subject line, or a Bounce message if possible) and contact the ITS Service Desk or submit a service request.