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Before you start
- Access to the correct email account
- The expected sender address or message subject
A clear way through this guide.
We’ll show you one step at a time. When you’re ready, press Done — next step. You can go back or take a break whenever you like.
5 steps · Your own pace
Check why a genuine email went to Spam
Step 1 of 5: Open the spam folder
In Gmail, use the main menu and More > Spam if necessary. Other services call the folder Junk. Search for the expected sender or subject instead of opening unrelated messages.
✓ Step complete. You can practise it again.
Step 2 of 5: Check the message independently
Inspect the full sender address and whether you expected its request. Logos and display names can be copied. If it asks for money, a password or an urgent account change, contact the sender through a known route first.
✓ Step complete. You can practise it again.
Step 3 of 5: Mark genuine mail correctly
For a message you have verified, use Not spam or Not junk. In Gmail, this moves it out of Spam. Do not choose a link inside the message just to prove that it is safe.
✓ Step complete. You can practise it again.
Step 4 of 5: Review account rules
Check whether you accidentally blocked the sender or created a rule that moves their mail. Add a known person to contacts if appropriate. Avoid a broad rule that allows every message from an entire large domain.
✓ Step complete. You can practise it again.
Step 5 of 5: Test and watch the next delivery
Ask the sender for one short test message and check where it arrives. If your outgoing mail is being filtered, ask the recipient to verify it and mark it correctly; work-account senders may need administrator support.
✓ Step complete. You can practise it again.
Take your time. Next marks this step done.
You’ve finished this guide.
Every step is complete. You can come back and practise again whenever you like.
Your small practice task.
Find one expected message and inspect its full sender address.
Completing the guide records your progress here; it does not check your device settings.
A common question.
Should I empty Spam immediately?
Review expected messages first. Retention differs by provider; Gmail ordinarily deletes Spam messages after 30 days.
Official help, if you need it.
These links provide the product’s own instructions or relevant public guidance. Settings can differ by model and software version.