If the delivery logs for the reported email on Netcore Email API platform (CPaaS Panel) are shown as delivered or sent, it means that the message was successfully delivered to the recipient domain’s MX (mail exchange) server. This confirms that the email has left our infrastructure and was accepted by the recipient’s mail server without any errors. However, since the end user has not received the email in their mailbox, the issue is most likely occurring after delivery, within the recipient’s email environment.

Below are the possible reasons for the same which could cause this issue,
1. Spam / Junk Filtering:
The email may have been routed to the Spam, Junk, Promotions, or Quarantine folder by the recipient’s email server.
2. Mailbox Rules or Filters:
Custom inbox rules, forwarding rules, or filters configured by the end user may have moved or deleted the email automatically.
3. Quarantine or Security Policies:
Corporate or domain-level security policies (spam filters, DLP, anti-phishing systems) may have quarantined the email.
4. Mailbox Storage Issues:
The recipient’s mailbox may be full, or there could be a temporary mailbox-related issue.
5. Email Client Sync Issues:
Delays or sync issues with the email client (Outlook, mobile app, etc.) may prevent the email from appearing immediately.

We request the customer or the end recipient to perform the following checks:

* Search for the email in Spam, Junk, Promotions, Trash, and Quarantine folders.
* Ask the recipient’s email administrator or IT team to check server-side logs and quarantine reports.
* Whitelist the sender domain and IP address in the recipient’s email system.
* Temporarily disable or review any mailbox rules or filters.
* Verify mailbox storage availability and refresh or resync the email client.

Since the message has been accepted by the recipient’s MX server, any further investigation would need to be carried out at the recipient’s email server level. You can also download the email delivery logs for the same recipient from the CPaaS panel and have it shared with the email administrator the recipient Mail server side so that they can troubleshoot this further.

Please let us know in case of any further help required from our side on the same. We will be happy to help.

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