# I didn't receive an email

Missing an email from us? Try these in order.

## Step 1 — Check spam

Most missing-email cases are spam-filter issues. Check your spam / junk folder for `noreply@moderncollections.io`, `compliance@moderncollections.io`, or anything mentioning ai-collect / Modern Collections.

If you find it there:

* Mark it as "Not spam" so future emails land in your inbox.
* Add `moderncollections.io` to your safe-senders list.

## Step 2 — Search broadly

Use your inbox's search:

* Search for the keyword "ai-collect" or "Modern Collections".
* Search for the placement amount (e.g., "$1,500").
* Search by sender domain (`@moderncollections.io`).
* Look at the past 30 days, not just recent.

## Step 3 — Confirm the email address we have on file

Sometimes the address on file is wrong or out of date.

* Check the original notice for the address we sent it to — that's our current address on file.
* If it's wrong, [contact support](/troubleshooting/contact-support.md) to update it.

## Step 4 — Wait a few minutes

Email delivery isn't instant. Most emails arrive in seconds, but corporate inboxes and forwarded mail can take longer.

## Step 5 — Check the dashboard or portal

For most things, the portal (debtors) or dashboard (creditors) has the same information as the email. If you missed a notification email but the underlying action is still pending, you'll see it inside.

## Step 6 — Corporate mail filtering

If you're using a corporate email, your IT team may be filtering us. Common reasons:

* Anti-phishing rules that block emails about money.
* Quarantine rules that hold emails for review.
* Strict allow-list policies.

Ask IT to allow emails from `moderncollections.io`. Forward our most recent email as an example.

## Step 7 — Email forwarding chain

If your email is forwarded to another account, the forwarding step can lose messages or strip headers in ways that confuse spam filters at the destination. Try receiving emails at the original address.

## Did the email actually bounce?

We track delivery / open / bounce signals from our email vendor (Postmark). If your address is bouncing, our system marks the send as `bounced` and stops trying that address. When you [contact support](/troubleshooting/contact-support.md), we can look up whether your last few emails were delivered or bounced, and from what reason.

## Re-sending an email

There is no self-serve "re-send this email" button in the portal or dashboard today. If you need a copy of a specific email — a notice, a payment confirmation, a dispute response — [contact support](/troubleshooting/contact-support.md) and we will re-send or forward it manually. Self-serve resend is planned but not yet available.

## Common emails you should be receiving

| Email                              | When sent                                           |
| ---------------------------------- | --------------------------------------------------- |
| Initial notice                     | When the placement is created                       |
| Payment confirmation               | After a successful payment                          |
| Plan setup confirmation            | After you set up a plan                             |
| Failed payment notice              | When a payment doesn't go through                   |
| Dispute confirmation               | After you open a dispute                            |
| Dispute response                   | When the business responds to your dispute          |
| Closure confirmation               | When the account closes                             |
| Weekly digest (creditors only)     | Monday mornings if enabled in notification settings |
| Monthly statement (creditors only) | When a new statement PDF is ready                   |

If you're missing any of these for an action you took, [contact support](/troubleshooting/contact-support.md).

## How to make sure you get future emails

* Add `noreply@moderncollections.io` and `compliance@moderncollections.io` to your contacts.
* Mark our emails as "Not spam" if they ended up there.
* Keep your email on file up to date.
* Use a monitored address — not a forwarded or shared inbox you rarely check.

## TODO

* Self-serve "re-send last email" in the portal (planned).
* Screenshot: example of our email in an inbox.

***

Last reviewed: 2026-05-24 by Support Lead.


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