--- title: Help! My customer(s) are not receiving the billing emails sent from CurbWaste! description: Let's explore the causes and remedies for why your customer(s) may not be receiving billing emails --- [Skip to content](https://knowledgebase.curbwaste.com/not-receiving-emails#main-content) English Show submenu for translations ![FullColor_Horizontal_Lockup.png\]](https://knowledgebase.curbwaste.com/hs-fs/hubfs/FullColor_Horizontal_Lockup.png?height=40&name=FullColor_Horizontal_Lockup.png) Open main navigation Close main navigation - English Show submenu for translations - Go to curbwaste.com Go to curbwaste.com Access our new Knowledge Base here: https://intercom.help/curbwaste/en - There are no suggestions because the search field is empty. 1. [CurbWaste Knowledge Base](https://knowledgebase.curbwaste.com/?hsLang=en) 2. [Frequently Asked Questions (FAQ)](https://knowledgebase.curbwaste.com/frequently-asked-questions-faq?hsLang=en) # Help! My customer(s) are not receiving the billing emails sent from CurbWaste! ## Let's explore the causes and remedies for why your customer(s) may not be receiving billing emails ### 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](https://support.google.com/mail/answer/1366858?sjid=9068455717402807567-NA). More details around creating allowlists and approved senders list can be found [here](https://support.google.com/a/answer/60752?hl=en&sjid=9068455717402807567-NA).  ![](https://knowledgebase.curbwaste.com/hs-fs/hubfs/image-png-Jul-14-2025-09-27-09-6947-PM.png?width=688&height=149&name=image-png-Jul-14-2025-09-27-09-6947-PM.png) #### 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.**![Select It's not junk or Show blocked content and enable links.](https://support.microsoft.com/images/en-us/a946ab5a-6adc-4354-b692-4293a7463473) 3. If you've blocked someone by mistake, open your [Blocked senders list](https://go.microsoft.com/fwlink/?linkid=2035804) and select the ![Remove](https://support.microsoft.com/images/en-us/544b13e9-3812-45ee-8461-ef713863ebb3) next to their name. 4. Add the sender to your [Safe senders list](https://support.microsoft.com/en-us/office/add-recipients-to-the-safe-senders-list-in-outlook-be1baea0-beab-4a30-b968-9004332336ce).     ### 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.  ![](https://knowledgebase.curbwaste.com/hs-fs/hubfs/image-png-Jul-16-2025-05-13-31-2437-PM.png?width=429&height=307&name=image-png-Jul-16-2025-05-13-31-2437-PM.png) 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](https://support.google.com/a/answer/60751?sjid=9068455717402807567-NA) - **Outlook**: [Add recipients to the Safe Senders List in Outlook](https://support.microsoft.com/en-us/office/add-recipients-to-the-safe-senders-list-in-outlook-be1baea0-beab-4a30-b968-9004332336ce)       *Updated: 7/16/25*   - [General](https://knowledgebase.curbwaste.com/general?hsLang=en#main-content) - [Feature Release Communications](https://knowledgebase.curbwaste.com/general?hsLang=en#feature-release-communications) - [CurbWaste Terminology](https://knowledgebase.curbwaste.com/general?hsLang=en#curbwaste-terminology) - [Frequently Asked Questions (FAQ)](https://knowledgebase.curbwaste.com/frequently-asked-questions-faq?hsLang=en) - [Settings and Configuration](https://knowledgebase.curbwaste.com/settings-and-configuration?hsLang=en#main-content) - [Resources](https://knowledgebase.curbwaste.com/settings-and-configuration?hsLang=en#resources) - [General Settings](https://knowledgebase.curbwaste.com/settings-and-configuration?hsLang=en#general-settings) - [Pricing Configurations](https://knowledgebase.curbwaste.com/settings-and-configuration?hsLang=en#pricing-configurations) - [Integrations](https://knowledgebase.curbwaste.com/settings-and-configuration?hsLang=en#integrations) - [Dashboard](https://knowledgebase.curbwaste.com/dashboard?hsLang=en) - [Orders](https://knowledgebase.curbwaste.com/orders?hsLang=en#main-content) - [Driver Mobile App Workflows](https://knowledgebase.curbwaste.com/orders?hsLang=en#driver-mobile-app-workflows) - [Order Form Fields](https://knowledgebase.curbwaste.com/orders?hsLang=en#order-form-fields) - [Customers](https://knowledgebase.curbwaste.com/customers?hsLang=en) - [Billing](https://knowledgebase.curbwaste.com/billing?hsLang=en#main-content) - [Quickbooks](https://knowledgebase.curbwaste.com/billing?hsLang=en#quickbooks) - [Reporting](https://knowledgebase.curbwaste.com/reporting?hsLang=en#main-content) - [Billing Reports](https://knowledgebase.curbwaste.com/reporting?hsLang=en#billing-reports) - [Service Reports](https://knowledgebase.curbwaste.com/reporting?hsLang=en#service-reports) - [Inventory Management](https://knowledgebase.curbwaste.com/inventory-management?hsLang=en) - [Locations](https://knowledgebase.curbwaste.com/locations?hsLang=en) - [Routing](https://knowledgebase.curbwaste.com/routing?hsLang=en) - [Dispatch](https://knowledgebase.curbwaste.com/dispatch?hsLang=en) - [CurbPOS](https://knowledgebase.curbwaste.com/curbpos?hsLang=en#main-content) - [Billing](https://knowledgebase.curbwaste.com/curbpos?hsLang=en#billing) - [Drivers](https://knowledgebase.curbwaste.com/curbpos?hsLang=en#drivers) # CurbWaste curbwaste.com Help Center Copyright © 2026, CurbWaste