If your simulation email is showing as Delivered on your campaign dashboard but it has not arrived in the recipients inbox please check the following:

  • Check if you have added Phish Insight to your Allow List.
  • Check your Spam, Junk, Archive or Trash folder in case an email rule placed it there automatically.
  • Check if the email has been quarantined by running a message trace in your mail server:

    Section 1: Exchange / Office 365     Message Trace

    Note: Message trace data is available for the past 90 days. If a message is more than 10 days old, you can only view the results in a downloadable .CSV file.
    1. Log in to Office 365 Exchange Admin Center.
    2. Go to Mail Flow > Message Trace.
    3. Click Start a trace
    4. Type pawt@mailrelaysrv.com in Senders. 

    5. Once you have the email address, choose a Time range using a slider or Custom time range.

    6. Select Report type.

      Example of Summary report:

      • Date: The date and time at which the message was received by the service, using the configured UTC time zone.
      • Sender: The email address of the sender (alias@domain).
      • Recipient: The email address of the recipient or recipients. For a message sent to multiple recipients, there's one line per recipient. If the recipient is a distribution group, dynamic distribution group, or mail-enabled security group, the group will be the first recipient, and then each member of the group is on a separate line.
      • Subject: The first 256 characters of the message's Subject: field.
      • Status: These values have described the status of the specific email message
      If your simulation email is quarantined, please verify your Microsoft Defender portal configuration to see if the Phish Insight domains, IP's, and URLs are added to the allowlist of your Defender settings  For more details, please see Section 1 of this article.

      Note: Please visit this link for more information on performing Message Trace.

Section 2: Google Workspace - Email Log search

  1. Log in to Google Admin Console.
  2. Click Reports.
  3. Go to Audit Log > Email Log Search.

  4. Type @mailrelaysrv.com in Sender and click Search.
    If your simulation email is quarantined in log search, please verify your Google Workspace allow list configuration to see if the Phish Insight domains and IP's are already whitelisted in your google admin settings  For more details, please see this article.

    Note: Please visit this link for more information.