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# Not receiving notifications about new withdrawals

**No withdrawal is lost. All submitted withdrawals are always in your dashboard under "Withdrawals" – regardless of whether the email notification arrives. The notification is a convenience layer. If it's missing, you're missing the email, not the withdrawal.**

When notifications about new withdrawals don't reach your inbox, there are two possible situations you should distinguish right away:

* **The email was delivered, but you can't see it** – it's in spam, quarantine, or was moved by a filter rule. This is the most common case.
* **The email bounced** – it couldn't be delivered at all. Less common, but in that case the address or mail server needs adjusting.

Work through the checklist below from top to bottom. It covers both cases.

# Step 1: Check the basic settings in Revoq

This solves most cases.

* **Are notifications enabled?** Under **Settings → Email Settings → Email Notifications**, the "Notify me about new withdrawals" toggle must be on.
* **Is the configured notification address correct?** Typos, an old mailbox, or a shared address that no one reads anymore are the most common reasons. Correct the address and use the test button to send yourself a test email.

# Step 2: Check spam, junk, and quarantine

If the email was reported as "delivered" but you don't see it in your inbox, it's almost always here:

* **Spam or junk folder** of your mailbox.
* **Quarantine.** Business, Microsoft 365, or Google Workspace mailboxes often have a separate quarantine that's not the same as the junk folder. Emails end up there without you seeing them in your mailbox.
* **Other folders**, if a rule has automatically moved the email.

| Tip: If you find the email in spam, mark it as "Not spam" and add the sender address to your contacts or safe senders list. That helps the next notification land in your inbox.

# Step 3: Check your own filters and rules

* **Inbox rules** that move or delete emails containing certain keywords (e.g. "withdrawal")
* **Forwarding rules** that lead nowhere
* **Blocked senders list** – is our address or domain accidentally on it?

# Step 4: Allowlist the sender

To make sure future notifications get through, add our senders as allowed:

* the notification sender address: `confirmation@consumer-withdrawal.eu`
* the technical sending domain: `send.consumer-withdrawal.eu`

For personal or free-mail accounts (Gmail, GMX, web.de, Outlook.com), you can do this yourself via "Safe Senders" / "Not spam" / save as contact. For a custom domain or company email, this is usually done by the mail administrator – see the next step.

# Step 5: Custom domain or company email (mail admin's job)

If your notification address is on a custom domain (e.g. `info@yourshop.com`) or runs via Microsoft 365 / Google Workspace, a regular mailbox user can't change some of these things. These points are for your administrator:

* **Check the central quarantine.** Company email is often filtered centrally (Microsoft 365 Defender or Google Workspace admin console), not in the personal junk folder.
* **Allowlist the sender address and domain at the spam filter / gateway.** In Microsoft 365 via the Tenant Allow/Block List and the anti-spam policy; in Google Workspace via "approved senders"; on a custom mail server via the whitelist.
* **Check transport or mail-flow rules** that block or redirect messages.
* **Greylisting** on your own server, which delays or rejects unknown senders.
* **Mailbox storage (quota).** A full mailbox can reject incoming mail.

| Tip: Show this list to your IT admin – with these specific keywords, you save yourself a long explanation.

# Step 6: The best long-term fix

Use a notification address on **your own shop or company domain** (e.g. `withdrawals@yourshop.com`) rather than a free-mail address like Gmail, GMX, or web.de. Custom domains aren't subject to the strict spam and reputation filters of free-mail providers, and you have full control over allowlist and filters.

||| Important: Avoid pure shared or forwarding addresses where it's unclear who actually reads them. If notifications go to `info@…` and no one opens that mailbox, even the best setup is useless.

# Quick clarification: "delivered" isn't the same as "in the inbox"

When our sending service reports an email as "delivered", that means: the recipient's mail server accepted it. What happens next – inbox, spam folder, or quarantine – is decided by the recipient server and its filters. That's why a notification can be "delivered" and still not be in your inbox.

A **bounce** is something different: the message wasn't accepted in the first place. The checklist above handles both cases.

# What about the withdrawal itself?

It's completely unaffected. Every submitted withdrawal is in your dashboard, even if a notification doesn't arrive once. The notification is a convenience – the reliable source is always your dashboard.

# Related

* [Set up email notifications for new withdrawals](https://revoq.crisp.help/en/article/set-up-email-notifications-for-new-withdrawals-eq6naw/)
* [Set up a custom sender domain for confirmation emails](https://revoq.crisp.help/en/article/set-up-a-custom-sender-domain-for-confirmation-emails-184tvk5/)
* [FAQ](https://revoq.crisp.help/en/article/faq-x9z1jn/)