Not receiving Colib emails? How to make sure they reach your inbox

Who is this article for?

For anyone who uses Colib, and for their clients. Appointment confirmations, reminders and invoices sent through Colib can sometimes land in spam or junk. A few quick steps tell your mailbox that these emails are safe, so that you and your clients do not miss an important message.

Who are the emails from? The address is support@colib.io. The name shown as the sender is often the name of the practice rather than Colib. When you search your mailbox, search for the address or the name of the practice.

1Check your spam or junk folder

• Search your mailbox for emails from support@colib.io.
• Check your Spam or Junk folder, as well as tabs like Promotions (Gmail) or Other (Outlook).

2Mark the email as "Not spam"

Open the email in your spam folder and tell your mailbox it was a mistake. This moves the email back to your inbox and helps your mailbox trust this sender.

• Gmail: click Not spam at the top of the email (Report not spam in the mobile app). Gmail guide
• Outlook: click Report > Not junk (in classic Outlook, Junk > Not Junk). If Outlook offers to always trust this sender, accept. Outlook guide
• Apple Mail: click Move to Inbox in the banner, or Not Junk in the toolbar. Apple Mail guide

3Add the sender to your contacts

Most mailboxes treat contacts as trusted senders. Save support@colib.io as a contact so that future emails get through the filter.

• In Outlook, you can also add it to your Safe senders list.

4Create a rule (optional)

For extra protection, create a rule so that Colib emails always go to your inbox.

• Gmail: create a filter for emails from colib.io and check Never send it to Spam. Gmail guide
• Outlook: create a rule that moves emails from support@colib.io to your Inbox. Outlook guide

5Using a work or organization email?

Large organizations (hospitals, government, universities, corporations) often have firewalls and strict filtering rules. These can block or hold emails automatically, sometimes before they ever reach your spam folder.

• Ask your IT department to add the domains colib.io and mail.colib.io to their list of approved senders.
• If that is not possible, use an email address you manage yourself, so that you can set the rules above.

6Share these steps with your clients

If a client tells you they did not receive an appointment confirmation or reminder, send them this article. The same steps work on their side, and they are especially important for clients using a work email.

Before you do, check that the message was delivered and that the address is correct: Colib alerts you when an email cannot be delivered. See How to monitor failed SMS and email deliveries for clients and How to view client communications: emails and SMS delivery status.

Still have a question?

If the problem persists, submit a ticket and our team will look into it.