Follow this guide to troubleshoot missing emails, update your email settings, and make sure important messages from 8020REI reach your inbox.

Are you missing emails, notifications, or updates from 8020REI? In many cases, the messages are being filtered by your email provider or your organization's security settings rather than failing to send.

Use the steps below to locate missing messages and help prevent future emails from being marked as spam or blocked.

? Before You Start

  • Know which email address you use to communicate with 8020REI.
  • Check whether you use Gmail, Outlook, or a company-managed email account.
  • If your company manages your email security, you may need assistance from your IT administrator.

1. Check Your Spam, Junk, and Other Folders

Your email provider may automatically move messages from 8020REI into a different folder, even if you have received emails from us before.

Check the following locations:

  • Spam or Junk: Look for messages that may have been incorrectly flagged.
  • Promotions or Other tabs: Some providers automatically sort incoming messages into separate categories.
  • Quarantine: Company email security systems may hold messages for review.
  • Deleted Items or Trash: Check whether a message was accidentally deleted.
  • Blocked Senders: Confirm that an 8020REI sender has not been blocked.

? Quick Tip

Use your email provider's search bar to search for 8020REI, your Customer Success Manager's name, or a known sender address. Searching across all folders may help you find messages that are not visible in your inbox.

 2. Mark 8020REI Emails as Safe

If you find an 8020REI email in Spam or Junk, mark it as Not spam or Not junk. This helps your provider recognize that the message is legitimate.

Whenever possible, move the message back to your inbox and add the sender to your contacts or safe sender list.

For Gmail users

  1. Open Gmail and go to Spam.
  2. Find the email sent by 8020REI.
  3. Open the message and click Report not spam.
  4. If available, add the sender to your Google Contacts.
  5. Follow the safe-sender instructions in Section 3 to help prevent future messages from being filtered.

For Outlook users

  1. Open Outlook and go to Junk Email.
  2. Find the email sent by 8020REI.
  3. Select the message and choose Not junk or the equivalent option available in your version of Outlook.
  4. If prompted, confirm that the sender is trusted.
  5. Follow the safe-sender instructions in Section 3.

?3. Add 8020REI to Your Safe Senders or Allowlist

Adding trusted sender addresses or the 8020REI domain to your safe sender list may help reduce the likelihood that legitimate messages are filtered.

Where your email provider and company policies allow it, ask your email administrator to review the following:

Recommended sender information

Domain8020rei.com
Notification sendernotifications@8020rei.com
Other sendersYour assigned Customer Success Manager or 8020REI Support sender address.

Important: Only allowlist sender addresses and domains confirmed to be used by 8020REI. If you're unsure which address is being used, contact your Customer Success Manager or Support team before making changes.

Adding a sender to a personal safe sender list may not override your organization's spam filters, quarantine policies, or email security gateway. In those cases, your IT administrator may need to review the configuration.

 4. Check Your Email Rules and Security Settings

If you still cannot find emails from 8020REI, review your email settings for rules or filters that may automatically move, delete, redirect, or block messages.

  • Inbox rules and filters: Look for rules that move messages to another folder, archive them, or delete them.
  • Blocked addresses: Make sure relevant 8020REI sender addresses are not on a blocked list.
  • Forwarding settings: Check whether messages are being forwarded to another mailbox.
  • Quarantine and spam policies: Company security tools may hold messages before they reach your inbox.
  • Storage limits: Verify that your mailbox has enough available space to receive new messages.

For Google Workspace administrators

Review your organization's Gmail spam, routing, compliance, and allowlist settings. If needed, check the email logs to determine whether messages from 8020REI were delivered, quarantined, rejected, or routed elsewhere.

For Microsoft 365 administrators

Review the relevant Exchange mail flow rules, anti-spam policies, quarantine settings, and message trace results. Your organization's security configuration may require an administrator to approve any changes.

For organizations using a third-party email security gateway

Ask your IT team to check whether the security gateway is filtering or quarantining messages from 8020REI before they reach your email provider. The administrator can review the gateway logs and policies to identify where the messages are being stopped.

?️ Important Note for IT Administrators

Email security settings may vary depending on your organization's configuration, policies, and provider. If you cannot find a setting described in this guide, or if allowlisting the domain does not resolve the issue, please consult your IT administrator or email security provider. We recommend having your IT team verify any changes to approved senders, quarantine, spam filtering, and domain allowlisting to ensure they comply with your organization's security policies.

5. If Your Company Manages Your Email

If you use a company email address, your organization may have additional security policies that affect which messages can reach your inbox.

In this situation, contact your IT administrator and explain that you are not receiving emails from 8020REI. Ask them to:

  • Check whether emails from 8020REI are being quarantined, rejected, or marked as spam.
  • Review the relevant email logs or message trace to determine what happened to the messages.
  • Verify whether 8020rei.com and the confirmed sender addresses are permitted under your organization's security policies.
  • Review any relevant mail flow rules, spam filters, or security gateway settings.
  • Confirm whether additional action is required from your email provider or security vendor.

When possible, share the approximate date and time of a missing email, the sender address, and the recipient address with your IT team. This information can help them investigate more efficiently.

⚠️ Please Keep Your Security Policies in Mind

Do not disable your organization's spam protection or other security controls to resolve this issue. Ask your IT team to make only the changes they consider appropriate and permitted by your company's policies. If the issue remains unresolved, 8020REI can coordinate with your team to help investigate.

6. What to Send 8020REI Support

If you contact 8020REI for help, providing the following details will help us investigate the issue more efficiently.

Please include:

  • The email address where you expect to receive 8020REI messages.
  • The approximate date and time of a missing email, including your time zone if possible.
  • The sender address, if known.
  • The type of email you are missing, such as a notification, report, or message from your Customer Success Manager.
  • Your email provider, such as Gmail, Outlook, or a company-managed email system.
  • Whether you checked Spam/Junk, quarantine, and your inbox rules.
  • Any relevant findings from your IT administrator, including message trace or quarantine results.

If available, you can also share the original email headers or a screenshot of the relevant error message. Please avoid sending passwords, authentication codes, or other sensitive account information.

7. When to Contact 8020REI

Contact our Support team or your Customer Success Manager if:

  • You cannot locate the missing emails after checking your folders.
  • You have reviewed your safe sender settings but still are not receiving messages.
  • Your IT administrator confirms that the messages are not reaching your email system or needs help investigating.
  • You are missing important notifications or updates that affect your work with 8020REI.

Once you contact us, our team can review the information available on our side, confirm the sender details, and help coordinate next steps with your IT team if needed.

? Still Not Receiving Our Emails?

If you've followed the steps above and our emails still aren't reaching your inbox, we're here to help. You don't need to troubleshoot the issue on your own.

? Client troubleshooting guide: View the troubleshooting guide

? 8020REI Support Center: Contact our Support team

? You can also contact your Customer Success Manager by phone or chat. If your IT team needs technical assistance, we're happy to coordinate with them directly.

✅ Before Closing the Case

Once the issue has been addressed, our team will send a test email from the relevant sender address, when appropriate, and ask you to confirm that it reached your inbox. If the problem persists, we'll continue investigating and coordinate with your IT team as needed.

8020REI Customer Success & Support

Helping you stay connected and informed.