Why can't emails be received despite Whitelisting the sender?

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We've been trying to receive an email confirmation from trello.com for an email user and nothing comes in despite their mail logs verifying it was sent.

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IMH Support Agent 1
  • Answered

Hello Bill,

Thank you for contacting us about missing emails. I recommend reviewing your server's mail log for record of the transmission or additional clues/errors. If you are on a shared server our Live Support team can help you review the log files. 

The mail logs will indicate if the email was received and what IP address checked it. If there is no record, it is failing before it arrives.

Thank you,

John-Paul