Help! My customer(s) are not receiving the billing emails sent from CurbWaste!

Customer receives email, but only in the Spam folder

If your customer receives the email but it lands in the Spam folder, they will simply have to find the email and mark it as not spam. In addition, we recommend to have your customer add your sender email address to their Safe Senders list. 

Gmail

If your customer users Gmail, they will need to find the email in their Spam folder and mark the email as Not Spam. Future emails from you should not land in the Spam folder after. 

More details can be found in Gmail's support documentation. More details around creating allowlists and approved senders list can be found here. 

Outlook

1. Open your Junk Email folder and select the message you want to keep
2. Select the It's not junk button. If you are certain the message is safe, you can also select Show blocked content and enable links.
3. If you've blocked someone by mistake, open your Blocked senders list and select the  next to their name.
4. Add the sender to your Safe senders list.

Customer is not receiving any emails, even in Spam folder

The most common cause for a customer not receiving any emails, even in their Spam folder, is  an active email firewall security system. Because CurbWaste invoice emails contain the words "Invoice" and "Download" as well as a PDF attachment, the emails are often flagged by the firewall and will never reach the recipient. 

On our end, we will usually see something like the below. Our emailing service attempts to deliver the email, but the recipient's email domain blocks the delivery. 

Your customer will have to add your sender email address to their safe senders/allowlist/approved senders list. Resources below: 

• Gmail: Add IP addresses to allowlists in Gmail
• Outlook: Add recipients to the Safe Senders List in Outlook

Updated: 7/16/25