This article will explain why some emails don't arrive in your inbox from Caleb & Brown and detail how to fix it with a few common email providers like Gmail and Proton Mail.
If you can't see your email provider in this list, check out whitelist.guide, a free service that provides steps on whitelisting domains and email addresses for many more email providers.
Why am I not receiving an email?
There can be a variety of reasons why an email isn't being delivered to your inbox. Two of the most common reasons are spam filters and domain blocking.
Preventing emails from going to spam
Anytime an email does not arrive as expected, we recommend that you check your spam folder. Depending on the volume of mail diverted to your spam folder, the email you're looking for should be close to the top of the box.
To prevent this from happening again, most email service providers allow you to mark that email and email address as "not spam". You can do this in Gmail by following this guide or in Proton Mail by simply moving (dragging and dropping) the email to your regular inbox. Over time, it will learn not to direct those emails to spam.
Preventing domain blocking
If the message isn't in your spam folder and you've double-checked the email address is correct, you may be experiencing domain blocking. This is where a domain, like google.com or calebandbrown.com, is not permitted by your email provider for whatever reason.
This is uncommon for Gmail or Proton Mail accounts and typically more common if you use a corporate or professional email address when interacting with Caleb & Brown.
To resolve this, we suggest contacting your IT administrator and asking them to whitelist the following trusted domains:
Domain | Description |
calebandbrown.com | The main Caleb & Brown domain. Over 90% of all email communications will come from this domain address. |
userid.security | Password reset emails and some other Portal-specific emails will arrive from this domain. |
If you do not have an IT administrator you can contact, or you suspect your Gmail or Proton account may be blocking either of these domains, follow the instructions below.
Gmail
Click the gear icon in Gmail and select "See all settings" from the Quick settings menu.
Navigate to "Filters and Blocked Addresses" in the top menu.
Select "Create a new filter".
Add a specific email or a whole domain in the "From" field (e.g., "[email protected]" or "userid.security").
Click "Create filter".
Check "Never send it to Spam" in the checkbox.
Click "Create filter".
Proton Mail
In Proton Mail, they refer to this list as an Allow List. Follow these steps to add our domain to your Proton allow list:
Select "Settings" in the top right-hand corner of the screen.
Click on "Go to settings".
On the right-hand menu, click on "Filters".
Under "Spam and blacklist", click the add address dropdown.
Select the Not Spam option.
Toggle the domain option and enter userid.security.
Click "add domain".
Repeat the process with calebandbrown.com
If you have any questions, or you need assistance completing the registration form, you can ask our Product Specialist team through the Chat button in the bottom right corner of the webpage.
You can also call our support help desk on +61 1800 849 149 (Australia) or +1 (844) 494 6515 (International), from 9am to 5pm (AEST), or request we call you back by submitting an enquiry on our website.