Why am I not receiving emails? (Troubleshooting Blocked Emails)

Are you having trouble receiving order confirmations, tickets, or password reset emails from us?

If you have checked your spam/junk folder and still cannot find our emails, your email address may have been inadvertently added to a "block list" by our email delivery provider.

This is a common issue that affects users across various email providers (including Yahoo, Gmail, Outlook, and others). It does not mean our system is down or that we are blocked by your email provider globally; rather, it usually means a specific action was taken on your email account that stopped delivery.

Why does this happen?

To maintain a high reputation and ensure legitimate emails reach our customers, our email system strictly follows anti-spam regulations.

If you (or someone with access to your email) previously marked one of our emails as "Spam" or "Junk"—even accidentally—our system receives a signal to stop sending messages to your address immediately.

This is a protective measure. Once an address reports a message as spam, our system automatically places that email address on a suppression list to prevent future emails from being sent to you. This is why you may stop receiving tickets or updates, even if you want them.

Common scenarios include:

• Accidentally clicking the "Report Spam" button on a mobile device.
• Moving an email to the Junk folder to "clean up" an inbox.
• A strict spam filter setting on your account automatically flagging the message.

Myth: "You don't send to Yahoo/Gmail addresses."

We frequently hear concerns that specific providers (like Yahoo.com) are blocking our emails entirely. This is not the case.

Our email reputation is healthy, and we successfully deliver thousands of emails to Yahoo, Gmail, and other providers daily. If you aren't receiving mail, it is likely an isolated issue specific to your individual email address and its history with our sender system.

How to Fix It

If you suspect this has happened to you, we can fix it quickly!

1. Check your Spam Folder first: Verify that the email isn't simply sitting in your Junk/Spam folder.
2. Contact Support: If the email is missing, please Contact Our Support Team with the email address you are using.
3. Request a Status Check: Let us know you are not receiving emails. We will check our internal delivery logs to see if your address was marked as a "Spam Report" or "Block."
4. Reactivation: If we find your email on the list, we will manually remove it. This will restore email delivery immediately.

Prevention

To ensure you receive future emails:

• Add us to your Safe Sender list: Add [Your Sending Email Address]  to your contacts or safe sender list.
• Never mark as spam: If you wish to stop receiving marketing emails, please use the "Unsubscribe" link at the bottom of the email rather than the "Report Spam" button. This ensures you still receive critical transactional emails (like your tickets) while opting out of newsletters.