The short answer
What is going on
Every automated email we send goes through a mail service that keeps a suppression list. When your own mail server rejects one message outright, because the mailbox was renamed, deleted, full, or misspelled on your side for a moment, the address goes on that list, and every later email to it is refused before it is sent. Refused sends leave no trace on either side: from ours it looks like we never tried, from yours the feature simply stopped. And the block outlives the cause. When your IT fixes the mailbox, nothing restarts on its own.
What it looks like
Fax notices, missed-call emails, voicemail emails, scheduled reports or invoices that arrived for months and stopped on one particular day. Nothing changed in the portal. The thing underneath is plainly working: the faxes are on the Faxing page, the calls really were missed, the invoice really was generated. Junk is empty, because nothing was delivered there to filter.
Which emails, and why one can stop while another arrives
We send from four separate servers, and a block on one does not touch the others, so still receiving invoices proves nothing about fax notices:
- Fax notices, received and sent.
- Invoices and statements, missed-call and welcome emails, and every reply from our support inbox.
- Scheduled call reports.
- Contact import notices.
An address blocked on the second of those also stops receiving our support replies, so a customer who thinks we never answered may be blocked rather than ignored.
What clears it
Invoices heal themselves once: when an invoice send is refused, we clear the block and resend, one time per address in any two months. A second block inside that window is treated as a dead mailbox, and the answer is a different billing address. Everything else stays blocked until a person on our side clears it, and we clear it only once the mailbox actually works again, because the next send would otherwise bounce and block it a second time. Nothing that was blocked during the gap is resent; delivery resumes with the next notification.
What to do
- Check with your IT that the mailbox exists, is not full, and accepts outside mail.
- Tell us the address and which emails stopped. We check the list and clear the block.
- Trigger the next one, a test fax or a missed call, and confirm it arrived.
See also virtual fax, missed-call email alerts and scheduled email reports.