Inbound email isn't arriving

Work down this list. The causes are ordered by how often they turn out to be the answer.

1. Is the forwarding address exactly right?

Open Connections → Support Email Forwarding and compare character by character with what you entered at your mail provider. Use the copy button rather than retyping.

Mail sent to an address that does not match a workspace is discarded rather than delivered to a best guess, so a single wrong character produces exactly the symptom you are seeing: silence.

2. Did forwarding verification complete?

Gmail, Outlook, and Zoho all send a confirmation code to the destination before forwarding starts, and none of them tell you loudly if you never finished.

The confirmation email arrives in Kognit, as a ticket. Look for it in your inbox, take the code, and finish the setup in your mail provider. Until you do, forwarding is configured but inactive.

3. Is the forwarding rule actually enabled?

In Gmail specifically, adding a forwarding address does not enable forwarding. You must then select Forward a copy of incoming mail and save. It is a genuinely easy step to miss.

Also check for a filter that forwards only some mail — a rule scoped to one label will not forward everything.

4. Was it filtered as spam?

Kognit runs spam and virus checks on inbound mail and drops anything that fails. A test sent from a brand-new address, with a one-word body and no signature, can look like spam.

Send a realistic test: a few sentences, from an established personal account.

5. Are you looking at a filtered inbox view?

Clear all filters in Inbox. A channel, status, or assignee filter can hide new tickets entirely. This is a surprisingly common false alarm.

6. Is it a very large message?

Messages above the inbound size limit arrive without their body. Kognit still creates the ticket from the headers, with a note to check the original mailbox — so you should see something. If you see a ticket with a placeholder body, this is why.

7. Check the sender wasn't you

Mail from your own connected mailbox to your own forwarding address can loop or be suppressed. Always test from an outside address.

Still nothing?

Note the exact time you sent a test and the sending address, then contact support. Those two details let the delivery path be traced end to end.