If you haven't received emails from us despite successful delivery on our end, the issue typically lies with your email provider's filtering or blocking mechanisms. Follow these steps to resolve the problem:
1. Perform a Comprehensive Search
Emails may be automatically sorted into non-primary folders:
Search all folders: Enter our domain name (e.g., fxtrading.com) in the search bar and select "All Folders"
Check specific categories:
Gmail users: Look in "Social" or "Promotions" tabs
Outlook/Hotmail users: Check "Other" inbox and "Junk Email" folder
Corporate email users: Look for a "Quarantine" folder
2. Verify Whitelist Settings
Ensure your whitelist is properly configured:
Add the entire domain: Whitelist @fxtrading.com rather than individual email addresses
Check block lists: Confirm our domain isn't accidentally added to your blocked senders list
Verify mailbox capacity: Ensure your inbox isn't full, as this will cause servers to reject all incoming emails
3. Corporate Email Users: IT-Level Investigation
If you're using a corporate email address, company firewalls may block emails even with personal whitelist settings:
Contact your IT department: Ask if emails from our domain or IP address are being blocked at the gateway level
Provide technical details: Share our sending domain and IP address with your IT team for manual approval
Check greylisting policies: Some corporate servers delay delivery from unfamiliar senders
4. Email Provider System-Level Blocking
Some email providers implement silent filtering:
Check blocked message logs: For example, QQ Mail users can check "Settings" → "Anti-Spam" → "Query Blocked Emails"
Try an alternative email: Consider using Gmail or Outlook to rule out provider-specific issues
5. Alternative Solutions
While troubleshooting, consider these options:
Switch verification methods: Use SMS or voice verification if available
Update your registered email: Change to a more reliable email address through our verification process
Contact Live Chat: Our support team can assist with manual verification after confirming your identity
Need immediate assistance? Contact our support team at [email protected] or through Live Chat in your Client Portal.