Sometimes emails sent from Wello may not appear directly in your inbox. This can be confusing, especially if you are expecting an important notification. This article explains why this can happen and what you can do about it.
How Wello Sends Emails
All emails from Wello are sent using our own secure infrastructure via a reputable email delivery provider. You do not need to configure your own email server or SMTP settings.
Once an email leaves our system, it is received by your email provider (for example Gmail, Outlook, or your company mail solution).
Why Emails May Appear in Spam or Promotions
The final decision on where an email is placed is made by your email provider, not by Wello.
Email providers automatically apply filters to protect users from spam and unwanted messages. Based on these filters, an email can be placed in:
Inbox
Promotions
Spam / Junk
This decision depends on multiple factors, including:
Your email provider’s filtering rules
Previous interactions with similar emails
Sender reputation
Email subject and content
Your personal mailbox settings
Because of this, no platform can guarantee that an email will always land in the inbox.
What You Can Do If You Don’t See the Email
If you are missing an email from Wello, please try the following steps:
Check your Spam or Junk folder
The email may have been filtered automatically.Check the Promotions tab (Gmail users)
Some emails are categorized as promotions instead of inbox messages.Mark the email as “Not Spam”
This helps your email provider recognize future emails from Wello as safe.Add the sender to your contacts or safe senders list
This increases the chance that future emails will arrive in your inbox.Verify your email address
Ensure the email address in Wello is correct and active.
Do I Need to Change My Firewall or Email Server Settings?
No action is required on your firewall or email server.
Because Wello emails are sent from our system, you do not need to:
Configure SMTP servers
Update firewall rules
Adjust mail gateway settings
If the email has reached your Spam or Promotions folder, this means it was already successfully delivered to your email provider.
What Wello Is Doing
We continuously monitor our email delivery setup to ensure it follows industry best practices and maintains a strong sender reputation. If we identify issues that could affect multiple customers, we address them centrally.
Still Not Receiving Emails?
If you have tried the steps above and still experience issues, please contact our Support team and provide:
Your email address
The type of email you were expecting
Approximate date and time
This helps us investigate further.