--- title: My Client didn't receive an Email! description: My Client didn't receive an Email! --- [Skip to content](https://knowledge.nexone.ca/en-ca/my-client-didnt-receive-an-email#main-content) English - Canada Show submenu for translations [![LOGO\_KNOWLEDGE\_BASE3](https://knowledge.nexone.ca/hubfs/LOGO_KNOWLEDGE_BASE3.svg)](https://knowledge.nexone.ca/en-ca?hsLang=en-ca) - [NexOne Agent](https://knowledge.nexone.ca/en-ca/nexone-agent) - [NexOne Office](https://knowledge.nexone.ca/en-ca/nexone-office) - [NexOne Legend](https://knowledge.nexone.ca/en-ca/nexone-legend) Open main navigation Close main navigation - [NexOne Agent](https://knowledge.nexone.ca/en-ca/nexone-agent) - [NexOne Office](https://knowledge.nexone.ca/en-ca/nexone-office) - [NexOne Legend](https://knowledge.nexone.ca/en-ca/nexone-legend) - English - Canada Show submenu for translations - [Free Webinars](https://nexone.ca/) [Free Webinars](https://nexone.ca/) How can we help you? - There are no suggestions because the search field is empty. 1. [NexOne](https://knowledge.nexone.ca/en-ca?hsLang=en-ca) 2. [NexOne Agent](https://knowledge.nexone.ca/en-ca/nexone-agent?hsLang=en-ca) 3. [Common Trouble Shooting](https://knowledge.nexone.ca/en-ca/nexone-agent?hsLang=en-ca#common-trouble-shooting) December 24, 2025 # My Client didn't receive an Email! We always recommend having a look at your spam folder before following the next steps! You may receive notice that the email sent to your client has not been received. One of the reasons could be that the email is queued for delivery. This means that the clients email provider has **accepted and stored our e-mail**, however it’s **not yet visible for the end-client**. In order to ensure that emails are being processed in a timely manner, you can add [info@nexone.ca](mailto:info@nexone.ca) as a Safe Sender. Follow the steps below to add [info@nexone.ca](mailto:info@nexone.ca) as a Safe Sender. We will use the outlook email service platform, but this can be done from every email service platform. **1. Log in** to your Outlook account. ![8be00b9e-fd9d-45f8-bbec-51f38731b03f](https://knowledge.nexone.ca/hs-fs/hubfs/8be00b9e-fd9d-45f8-bbec-51f38731b03f.png?width=670&height=420&name=8be00b9e-fd9d-45f8-bbec-51f38731b03f.png)  ![](blob:https://nexone.atlassian.net/8be00b9e-fd9d-45f8-bbec-51f38731b03f#media-blob-url=true&id=b5c9d399-71ab-450c-9be9-8815b51969d2&collection=contentId-2511405075&contextId=2511405075&width=916&height=574&alt=) 2\. Click"**Options**". This is located at the top right part of your screen (below your email address).  ![4e08d979-c8d4-4b3c-9506-3a954f91b802](https://knowledge.nexone.ca/hs-fs/hubfs/4e08d979-c8d4-4b3c-9506-3a954f91b802.png?width=385&height=927&name=4e08d979-c8d4-4b3c-9506-3a954f91b802.png) ![](blob:https://nexone.atlassian.net/4e08d979-c8d4-4b3c-9506-3a954f91b802#media-blob-url=true&id=981e2e2a-cb16-4185-aeca-d25989f8b4df&collection=contentId-2511405075&contextId=2511405075&width=385&height=927&alt=) 3\. Click on "**Junk e-mail**".  ![05e49d1c-11eb-4805-8237-47e03a5bb9c3](https://knowledge.nexone.ca/hs-fs/hubfs/05e49d1c-11eb-4805-8237-47e03a5bb9c3.png?width=670&height=462&name=05e49d1c-11eb-4805-8237-47e03a5bb9c3.png) ![](blob:https://nexone.atlassian.net/05e49d1c-11eb-4805-8237-47e03a5bb9c3#media-blob-url=true&id=d52201b5-0ad1-4773-9ca7-29453b730fa1&collection=contentId-2511405075&contextId=2511405075&width=1337&height=922&alt=) 4\. Click on "**Add**”under **“**Safe senders and domains".  ![99ace830-7fe5-4639-8bdc-8fed72c997d0](https://knowledge.nexone.ca/hs-fs/hubfs/99ace830-7fe5-4639-8bdc-8fed72c997d0.png?width=670&height=462&name=99ace830-7fe5-4639-8bdc-8fed72c997d0.png) ![](blob:https://nexone.atlassian.net/99ace830-7fe5-4639-8bdc-8fed72c997d0#media-blob-url=true&id=24d0f668-547e-4dc3-94e0-5202ffeaf704&collection=contentId-2511405075&contextId=2511405075&width=1337&height=922&alt=) 5\. Type in "[**info@nexone.ca**](mailto:info@nexone.ca)" and “[**sign@nexone.ca**](mailto:sign@nexone.ca)“.  ![eede1010-3ca5-45cf-a2fc-0bd0027ff4a3](https://knowledge.nexone.ca/hs-fs/hubfs/eede1010-3ca5-45cf-a2fc-0bd0027ff4a3.png?width=670&height=241&name=eede1010-3ca5-45cf-a2fc-0bd0027ff4a3.png) ![](blob:https://nexone.atlassian.net/eede1010-3ca5-45cf-a2fc-0bd0027ff4a3#media-blob-url=true&id=4a9a2262-09b6-45cc-b6c3-09d082dc53ff&collection=contentId-2511405075&contextId=2511405075&width=847&height=305&alt=) 6\. Press on the "**Enter**" key and verify if the contact was added.  ![3a840730-c378-46fc-b941-3fcb7b033dba](https://knowledge.nexone.ca/hs-fs/hubfs/3a840730-c378-46fc-b941-3fcb7b033dba.png?width=670&height=241&name=3a840730-c378-46fc-b941-3fcb7b033dba.png) ![](blob:https://nexone.atlassian.net/3a840730-c378-46fc-b941-3fcb7b033dba#media-blob-url=true&id=a4400cf9-62d5-4a00-8b8e-3c32cff51db7&collection=contentId-2511405075&contextId=2511405075&width=847&height=305&alt=) 7\. Click on “**Save**“ at the bottom of the “Settings“ pop-up window. ![6a1448f5-338b-411b-98ba-c7b3414de975](https://knowledge.nexone.ca/hs-fs/hubfs/6a1448f5-338b-411b-98ba-c7b3414de975.png?width=670&height=463&name=6a1448f5-338b-411b-98ba-c7b3414de975.png)  ![](blob:https://nexone.atlassian.net/6a1448f5-338b-411b-98ba-c7b3414de975#media-blob-url=true&id=02c7fe20-05c2-400b-9982-fd4c24ed1e6d&collection=contentId-2511405075&contextId=2511405075&width=1301&height=900&alt=)     If your client has not received an email, please contact support to review the delivery status. Include the client's email address and a description of the issue in an email to [noa.support@nexone.ca](mailto:noa.support@nexone.ca). We will review the delivery status and provide you with the next steps.   - [NexOne Agent](https://knowledge.nexone.ca/en-ca/nexone-agent?hsLang=en-ca#main-content) - [General](https://knowledge.nexone.ca/en-ca/nexone-agent?hsLang=en-ca#general) - [Accounts & Billings](https://knowledge.nexone.ca/en-ca/nexone-agent?hsLang=en-ca#accounts-billings) - [Clients](https://knowledge.nexone.ca/en-ca/nexone-agent?hsLang=en-ca#clients) - [Transactions](https://knowledge.nexone.ca/en-ca/nexone-agent?hsLang=en-ca#transactions) - [Documents and Forms](https://knowledge.nexone.ca/en-ca/nexone-agent?hsLang=en-ca#documents-and-forms) - [Electronic Signatures](https://knowledge.nexone.ca/en-ca/nexone-agent?hsLang=en-ca#electronic-signatures) - [Activities](https://knowledge.nexone.ca/en-ca/nexone-agent?hsLang=en-ca#activities) - [Calendars and Scheduling](https://knowledge.nexone.ca/en-ca/nexone-agent?hsLang=en-ca#calendars-and-scheduling) - [Brokerage](https://knowledge.nexone.ca/en-ca/nexone-agent?hsLang=en-ca#brokerage) - 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