If form submissions, store order emails, booking confirmations, or other notifications from your site stop arriving, the recipient's email provider may have blocked the sender. This article explains why that happens, which address to allowlist, and when to contact support.
Emails stop arriving when the recipient's email provider flags the sender. This can happen when:
-
The recipient, or an automatic spam filter, marks an email as spam.
-
The recipient's mail server rejects the email, for example because it blocks the sending server.
-
Emails to the address bounce, for example because the address has a typo, doesn't exist, was set up so recently that the provider isn't accepting mail for it yet, or the mailbox is full.
Depending on the cause, emails to that address may stay blocked, even after the cause is fixed. After you fix the cause, such as allowlisting the sender or clearing space in a full mailbox, send the email again to check that it arrives.
Your site's emails send from these addresses:
-
no-reply@multiscreensite.com: form submission notifications, form auto-replies to visitors, Native Store emails, booking emails, membership emails, and other site notifications.
-
no-reply@multiscreenstore.com (store, not site): third-party store emails.
-
A custom address, if one is set up for your account or site. Some of these emails send from it instead. To check which address to allowlist, open the email's sender details, or ask whoever manages your site.
Note
If your account has a white label email domain, form submission notifications and Native Store emails send from that domain instead. Form auto-replies, membership emails, and third-party store emails still use the addresses above. For details, see Configure White Label Email Domain.
If your site has its own email domain connected in the Email domains section of the Project Overview, site emails such as contact form notifications and auto-replies send from that address instead, even if your account also has a white label email domain. For details, see Connect an Email Domain for Marketing Automation.
If emails sent through Marketing Automation aren't being delivered, see Manage Marketing Communications Consent and Subscriptions.
Allowlisting tells the recipient's email provider to trust the sender, so future emails aren't blocked. It may not remove an existing block. If emails still don't arrive afterward, see Contact Support If Emails Still Don't Arrive.
If the recipient uses company email, such as Microsoft 365, Google Workspace, or a company mail server, their IT admin should:
-
Allowlist the domain that sends the missing emails. See Which Address Sends Your Site's Emails. If the site uses a custom email domain, some emails still send from multiscreensite.com, so allowlist both if those emails are affected.
-
Check that no spam filter, firewall, email security tool, or mail rule is blocking these emails.
Allowlist by domain, not by IP address, because the IP addresses that send these emails can change.
Personal accounts, such as Gmail, Outlook.com, and Yahoo Mail, can't allowlist domains. Instead, the recipient adds the sender to their contacts, which these providers treat the same way.
-
Add the sender address to contacts. The email shows your site or store name as the sender, so open the sender details to see the address.
-
Check the spam or junk folder. If an email is there, mark it as not spam.
-
If the provider has a safe senders list, add the address there too.
For steps, see the provider's own help: Gmail, Outlook.com, Yahoo Mail.
To confirm it worked, submit a test form on your site and check that the email arrives in the inbox.
If an address was already blocked, allowlisting may remove the block. Duda Support can remove it for that address.
When you contact support, include the affected email addresses, your site, which emails are missing, about when they stopped, and any error message the recipient received.
After the block is removed, allowlist the sender so it doesn't happen again.
Note
Support can only look up emails sent within a limited time. Before you contact support, send a new email, such as a test form submission, so there's a recent one to check.
If Duda shows an email as delivered, it reached the recipient's email provider. From there, the provider decides where the email goes, such as the inbox, spam, a quarantine folder, or a filter rule. Duda can't see or change those settings.
The recipient, or their IT admin, should contact their email provider and ask why the email was filtered or held. Share the sender address and the date and time the email was sent, so the provider can find it.