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New email goes to trash, not inbox


custo150
Asked:
2016-04-05 12:32 pm EST

Hits: 16,618
New emails from known senders and new senders go straight to trash instead of inbox. Using Gmail with my domain, mitch@custom-tiles.com and have used up all the Gmail/Google account suggestions. Email was hacked 5 days ago and spam messages have quit, but still have this problem of new emails going straight to trash.

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John-Paul
Staff
31,633 Points
2016-04-05 12:47 pm EST
Hello custo150,

Thank you for contacting us about email hosted by Google being flagged as spam. Ensure you don't have any custom rules created that may be catching the incoming emails.

As a test, try whitelisting a domain, then see if incoming emails still go to trash.

I also found a post in the official Google mail support site, where they provide additional troubleshooting steps - My messages are filtered to Trash.

I would also recommend reviewing the mail logs. But, since your email is not hosted on our servers, we do not have a record/logs of the transmissions.

If you have any further questions, feel free to post them below.

Thank you,
John-Paul

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Thanks for responding, but I have already exhausted all of Googles suggestions. I am not filtering at all nor do I have any custom rules or blocked senders. Google pre-filters some obvious spam to my spam folder, but not all of it (as you may have assumed) is seen as spam and sent to the spam folder. As I indicated, all new email (with the exception of obvious spam) is going directly into the trash folder. I checked cPanel Mail and do not see any red flags in our mail set up or forwarding. Any other ideas? Thank you.
custo150
18 Points
2016-04-05 2:43 pm EST
You must check the email forwarders/filters within Gmail (instead of cPanel). Since your MX records are pointed to google, they exclusively handle your email.

This means nothing in cPanel can affect your mail transmission, since it is not being routed through our servers at all. This limits our troubleshooting abilities.

Google's built-in rules should not automatically move anything to Trash, but just to the spam folder instead. You may want to contact Google via the support forums for additional assistance or troubleshooting steps.
John-Paul
31,633 Points
Staff
2016-04-05 3:37 pm EST
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