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Why am I not receiving any welcome or status update emails?
Why am I not receiving any welcome or status update emails?

There could be several reasons, all of which can be fixed.

Warren Prasek avatar
Written by Warren Prasek
Updated over 2 years ago

Some users have reported that emails from UtilityOn never arrive - either their welcome email after signing up, or connection status update emails.

If you accidentally clicked the "Unsubscribe" link in an email, please contact us.

Otherwise please follow the steps below for your email client:
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Outlook / Office 365 / Microsoft 365

  1. Look at the top of the column listing your email previews. If you see the labels "Focused" and "Other", click "Other" and look in there. You can also use the search bar to find any emails from UtilityOn across all mailboxes.
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  2. No luck? Open the "Junk Email" folder in the left-hand menu column (yo-u may need to first click the hamburger menu icon in the top-left corner)
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  3. Drag-and-drop any emails from UtilityOn.com onto your Inbox in the left-hand menu column
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  4. In the "Mark as Not Junk" pop-up window, leave the checkbox selected so that emails from UtilityOn.com are never sent to your junk folder again.
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  5. Click the "OK" button

⚠️ Still can't find any email from UtilityOn ???

If our emails aren't in your Inbox or "Other" folder or "Junk Mail" folder, your Microsoft Exchange / Defender 365 security settings are probably sending them into quarantine.

There's a simple fix for this but it does involve your IT department...

Ask your IT administrator to add UtilityOn.com to your organisation's "allow" whiltelist of safe senders.

Good luck with that :-)

If you need any more help, please contact us via in-app popup chat (click the message icon in the green circle in the bottom-right corner).
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Gmail app (cellphone / tablet)

  1. Open the menu (tap the hamburger menu icon in the top-left corner)
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  2. Open the "Spam" folder
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  3. If you find an email from UtilityOn.com, either:
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    • Tap the octagonal grey exclamation mark icon so it turns into a circular purple tick, then tap the three dots icon in the top-right corner and select "Not spam"

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    • --OR-- Open the email then tap the "Report as not spam" button
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Gmail in a web browser

  1. Open the "Spam" folder in the left-hand menu column (you may need to click "More" to expand the menu list)
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  2. Drag any emails from UtilityOn.com into your inbox. Or click the "Report as not spam" button if it appears.
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  3. Also check in the "Updates" and "Promotions" folders and drag any emails from utilityon.com into your inbox (you may need to click "Categories" to expand the menu list further)
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Apple Mail app on MacOS

  1. Open the "Junk" folder in the left-hand menu column (you may need to first click the small angle icon ( > ) to expand a mailbox
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  2. Drag-and-drop any emails from UtilityOn.com onto your Inbox in the left-hand menu column
    -or-
    Click the "Move to Inbox" button at the right-hand side of the yellow ribbon saying "Mail thinks this message is Junk Mail".

Apple Mail app on iPhone / iPad

  1. On your Inbox screen, tap the small blue "Mailboxes" link in the top-left corner
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  2. Tap to open the "Junk" mailbox
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  3. Tap to open any email from UtilityOn.com
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  4. Tap the blue arrow facing left icon at the very bottom of the screen
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  5. Tap "Move to Inbox" in the menu that slides up.

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