This is a common issue that can usually be resolved by following a few simple steps.
To fix this, check these folders for an email from us and mark it as "Not Spam" or "Not Junk" and move it to your inbox.
Please note: spam filters can be set up in two places, at your email provider (like Gmail or Yahoo) and within your email app (e.g., Outlook, Thunderbird). Always check both for any missing messages.
Adding our "team@mail.perplexity.ai" email address to your email provider's safe senders list is the best way to prevent future emails from being blocked or sent to spam.
Click your specific provider for further instructions:
We strongly recommend contacting IT support to troubleshoot. Ask them to add [team@mail.perplexity.ai](mailto:team@mail.perplexity.ai) to the safe senders or allow list. There may be a block or filtering issue on the email server that is preventing our messages from reaching you.
Open Gmail and log in to your account.
Click the gear icon (Settings) in the upper right corner and select "See all settings."
Go to the "Filters and Blocked Addresses" tab.
Click on "Create a new filter."
In the "From" field, enter [team@mail.perplexity.ai](mailto:team@mail.perplexity.ai).
Click "Create filter" at the bottom of the form.
Check the box next to "Never send it to Spam."
Click "Create filter" again to save your settings.
Open Outlook and log in to your account.
Click the gear icon (Settings) in the upper right corner and select "View all Outlook settings."
Go to "Mail" > "Junk email."
Under "Safe senders and domains," click "Add."
Enter [team@mail.perplexity.ai](mailto:team@mail.perplexity.ai).
Click "Save."
A. Mark emails as Not Junk
Yahoo doesn't offer a 'safe sender' feature. Instead, mark legitimate emails in your junk folder by selecting 'Move to Inbox' to train its filters. We also recommend adding the [team@mail.perplexity.ai](mailto:team@mail.perplexity.ai) email to your contacts.
B. Check Blocked Addresses (Important!):
Go to Settings (gear icon) > Security and privacy.
Select "Blocked Addresses."
Ensure [team@mail.perplexity.ai](mailto:team@mail.perplexity.ai) is not listed here. If it is, remove it.
iCloud doesn't offer a 'safe sender' feature. Instead, mark legitimate emails in your junk folder by selecting 'Move to Inbox' to train its filters. We also recommend adding the [team@mail.perplexity.ai](mailto:team@mail.perplexity.ai) email to your contacts.
How to mark emails as 'Not Junk':
Open iCloud Mail and log in to your account.
Click "Junk" folder on the left pane
Select the emails in question
Click the "..." icon on the top of the email
Choose the "Move to Inbox" option.
Open AOL Mail and log in to your account.
Click on "Options" and select "Mail Settings."
Go to the "Spam Settings" tab.
In the "Sender Filter" section, click "Allow mail from addresses I specify."
Enter [team@mail.perplexity.ai](mailto:team@mail.perplexity.ai).
Click "Save Settings."
Open ProtonMail and log in to your account.
Click the gear icon (Settings) in the upper right corner and select "Settings."
Go to the "Filters" tab on the left.
Click "Add filter."
In the "Filter Name" field, enter a name (e.g., "Our Allow List").
In the "If" section, select "The sender", "Contains" and enter the following email under text: [team@mail.perplexity.ai](mailto:team@mail.perplexity.ai).
Click the "Insert" button
In the "Move to" section, select "Inbox - Default" and click "Save."
Open Zoho Mail and log in to your account.
Click the gear icon (Settings) in the upper right corner and select "Mail Settings."
Go to the "Anti-Spam List" under "Email Administration."
Click "Add new whitelist."
Enter [team@mail.perplexity.ai](mailto:team@mail.perplexity.ai).
Click "Save."
Double-check that you entered the correct email address when requesting the OTP or sign-in email. A simple typo can prevent delivery.
If you're using Apple Relay/Hide my Email, ensure your emails are being forwarded correctly.
Sometimes, connectivity issues can block the sign-in emails from being sent. Trying a completely different connection helps understand the root cause.
Still not receiving your sign-in email? Use the Contact support button in the top navigation bar of this Help Center. Let us know what steps you've tried so we can quickly verify email delivery.