Why can this happen?
Email providers use their own filtering systems to decide where messages should appear. Different providers and mailboxes can therefore treat the same type of legitimate automated message differently.
This does not automatically mean the website form is broken.
What should I check?
- Open the Spam or Junk folder.
- Check any mailbox rules or filters that move incoming mail.
- Search the mailbox for the customer name, subject or recent website enquiries.
- If your email provider offers the option, mark a legitimate message as not spam.
Can Toolbelt Websites guarantee every message reaches the main inbox?
No public website can control every receiving mail provider's filtering decision. Toolbelt Websites takes appropriate steps around website enquiry delivery, but it would be misleading to promise that every legitimate message will always appear in the primary inbox.
If an enquiry is missing, use our missing-enquiry troubleshooting guide rather than changing email or DNS settings at random.
Last updated: 9 September 2026