Not Receiving Emails

Instructions on what to do when you notice you are no longer receiving emails to your WKU email account.

Issue/Question

I don't think that my WKU email is working as I haven't received emails I've been told I was sent. What do I do?

Environment

• WKU Email

Resolution

1. Log into your email account.
2. Try and search for the email(s) in question.
3. Check the Forwarding setting in the options menu for any unknown accounts that the account is forwarding to.
   1. Click the (gear icon).
   2. View all Outlook settings.
   3. Expand Mail.
   4. Expand Rules.
   5. Delete any unrecognized rules.
   6. Select Sweep.
   7. Delete any unrecognized rules.
   8. Select Forwarding.
   9. Select Stop Forwarding if any unknown accounts are linked to it.
   10. Click Save.
        Note: If your account is forwarding to an email address you are not familiar with, your account is compromised. Stop following these instructions and following these instructions.
4. Check Deleted Items.
5. Check Junk E-Mail.
6. Send a test email to the WKU email account in question from a known good email account.
7. If the message was received to the WKU email account the client should contact the sender of the email they haven't received to try again or gather any bounce back message the sender was sent.
8. If the message was not received and all other steps were taken above please contact the ITS Service Desk.

 Note: If you are a student, faculty, or staff member located on main campus and would like to attempt to retrieve missing emails, please see related article Recovering Missing or Deleted Emails. If you are a student located off-campus please contact the ITS Service Desk.