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Ask Richard Your Own Question

Richard
Richard, Email Systems Specialist
Category: Email
Satisfied Customers: 31323
Experience:  Over 15 year experience in Email Systems and Programs
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Many of our inbox are going directly to trash. How can we

Customer Question

Many of our inbox are going directly to trash. How can we fix?
JA: Who is your email provider (Gmail, Yahoo, Outlook, etc.)?
Customer: gmail
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: web browser and iphone
JA: What troubleshooting have you tried?
Customer: none--need to know how. Also many of our deliveries which used to go to the inbox are going to spam also
JA: Anything else you want the email expert to know before I connect you?
Customer: no
Submitted: 1 month ago.
Category: Email
Expert:  Richard replied 1 month ago.

Hi there and welcome

Can you sign into Gmail (www.gmail.com)

Then click on the gear wheel in the top right then click on settings.

Then click on Filters.

delete any filters listed there

Once done, send an email to yourself and tell me how it now arrives please.

Expert:  Richard replied 1 month ago.

I can also do these steps for you, and have made a request via Additional Services. This is optional, and if you choose to do this, I can, with your permission, remote into your computer while you watch and do all these steps (and deal with any problems that arise during them) for you. Or if you do not choose to take this service, we can continue here. This is no problem at all. Just let me know please.

Customer: replied 1 month ago.
Did not resolve
Expert:  Richard replied 1 month ago.

Was anything listed in the filters?

Customer: replied 1 month ago.
only that our gmail account (*****@******.***) would be recognized
Expert:  Richard replied 1 month ago.

so you mean you could not sign into your account?

Please be as specific and detailed in tour responses as possible.

Customer: replied 1 month ago.
no, can sign in ---both***@******.*** and***@******.*** go to the gmail account. Nothing else was on the filters screen
Expert:  Richard replied 1 month ago.

which email account is the one with the issue.

Customer: replied 1 month ago.
both--the comcast automatically gets read on the gmail one
Expert:  Richard replied 1 month ago.

comcast? This issue is with a gmail account right?

Customer: replied 1 month ago.
The email account with comcast address automatically goes to our gmail inbox--we have had it with both addresses for years, but the problem only started last month. We access our emails through gmail
Expert:  Richard replied 1 month ago.

ok, so which gmail account is the comcast going to

Customer: replied 1 month ago.
Expert:  Richard replied 1 month ago.

now sign in with that account at wwww.gmail.com

Tell me when you have.

Customer: replied 1 month ago.
i am signed in to my gmail, but may have lost our stream
Expert:  Richard replied 1 month ago.

Ok, now you are signed in, click on the gear wheel in the top right, click settings.

then click on Filters

Tell me the filters you see listed there

Customer: replied 1 month ago.
there are no filters listed
Expert:  Richard replied 1 month ago.

if, within this account you now send an email to yourself, where does it show the email?

Customer: replied 1 month ago.
it just went to my trash
Expert:  Richard replied 1 month ago.

ok, Click the Gear > Settings > Forwarding and POP/IMAP. In the Forwarding section, make sure that it doesn’t have this delete option selected.

Customer: replied 1 month ago.
delete option not selected, IMAP and POP are enabled
Expert:  Richard replied 1 month ago.

Click the Gear > Settings > Forwarding and POP/IMAP. In the POP Download section, make sure that it doesn’t have this delete option selected

Customer: replied 1 month ago.
Delete option not selected. I am sorry, but I have to get to work now.
Customer: replied 1 month ago.
My IT guy is coming into my office this PM for an office issue--I will have him take a look
Thanks again
Expert:  Richard replied 1 month ago.

ok, but it will be a setting there.

If you sign in on the other account does it work ok there?

Customer: replied 1 month ago.
the comcast works but gmail does not
Expert:  Richard replied 1 month ago.

you had two gmail accounts correct?

Customer: replied 1 month ago.
no, just one, but the comcast address feeds into the gmail
Expert:  Richard replied 1 month ago.

can I connect to your computer please, I will do it at no extra charge

Can you go to www.teamviewer.com

Click on Download in the middle of the page

Download and install the program and give me the ID and Password ***** please so I can connect

Do not close the program but leave it open else I will not be able to connect

Thank you

Customer: replied 1 month ago.
OK by me but I will not be able to access until sometime this weekend or Monday AM from my home computer (I cannot disrupt the office network). Give me instructions on how to contact you.
Thank you for your help.
Expert:  Richard replied 1 month ago.

ok, reply here on Monday and we can then continue