Not receiving email - AOL Desktop software

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Not receiving email - AOL Desktop software

IMPORTANT: If you're receiving the error message 'Message: Mailbox is temporarily unavailable', please see Why did I get the error message 'Message: Mailbox is temporarily unavailable' when using AOL Mail?


Sometimes you may not receive email properly when you are signed on to your AOL Desktop software. We've listed several solutions below that you can use to fix this issue. We recommend you attempt the solutions in the order provided.

Before you start

You will need to know the version of the Microsoft Windows operating system installed on your computer. You can find this information by following the instructions given in How do I determine the version of Windows I have.

You will also need to know the version of AOL Connectivity Service (ACS) installed on your computer before attempting the solutions given below. If you are using AOL 9.0 VR or higher, you have ACS 4 installed on your computer. If you are using AOL 9.0 Optimized, AOL 9.0 Optimized SE/LE, or earlier version of AOL, please follow the instructions given in How do I determine the version of AOL Connectivity Service (ACS) I have.

Solutions


Verify your spam settings

Your Mail Controls settings may block you from sending or receiving email, or from sending or receiving email with pictures and file attachments. To verify your Mail Controls, please follow the instructions given in Verify Mail Controls do not block email or email attachments.


Check your Spam Folder

Sometimes your email can be caught by our spam filters, either automatically or if you accidentally labeled email as spam in the past. To reverse this, please follow the instructions below:

Note: If you're using AOL Desktop v10.1, skip here.

1. Go to AOL Keyword: Spam Folder. This keyword can be accessed only within the AOL Desktop software.

2. If you find that your Spam Folder has email that should be going to your Mailbox, select them and click Not Spam. The AOL Desktop software will then look for related email and send them to your Mailbox from now on.

Checking your Spam Folder in AOL Desktop v10.1

1. On the upper left of AOL Desktop v10.1, click the Mail icon.

2. In the left panel, click Spam.

3. If you find that your Spam Folder has email that should be going to your Mailbox, select them and click Not Spam. The AOL Desktop software will then look for related email and send them to your Mailbox from now on.


Run Quick Restore

Notes:

  • Please close the AOL Desktop software before running Quick Restore.
  • If you are using AOL Desktop v10.1, skip to the next solution.

The Quick Restore feature allows you to reset your AOL Desktop software to its default state. It can help resolve issues that you may have with your AOL Desktop software without having to reinstall.

Select your version of ACS below for instructions on how to run Quick Restore:

Once Quick Restore is completed, you will receive a series of AOL Desktop software updates, also known as AOL TOD (Tools on Demand) updates. For more information, please see AOL TOD update.


Add the sender to your Address Book

If you are not receiving email from a specific sender, please add the sender to your Address Book to ensure that email is delivered to your Mailbox. To create a new Address Book contact, follow the instructions below:

Note: If you're using AOL Desktop v10.1, skip here.

1. From the menu bar, click Mail, and then select Address Book.

2. Click Add.

3. Enter a First Name and Last Name, select and enter the contact's Other E-Mail, and then click Save.

4. Close the Address Book window. You should now be able to receive email from the added contact.

Add the sender to the Address Book in AOL Desktop v10.1

1. Click the Mail icon.

2. Click the View menu, and then click Address Book.

3. Click New.

4. Enter a First Name and Last Name, the contact's IM or E-mail, and then click Save.

5. Close the Address Book window. You should now be able to receive email from the added contact.


Delete incoming mail filter

1. Visit webmail.aol.com and sign in with your Username and Password.

2. In the upper right, click Settings.

3. In the left panel, select Filters and Alerts.

4. Hover your mouse over each filter listed, and then click the Delete the filter (X) icon next to the filter name. You will get a confirmation at the bottom of the screen that the filter has been deleted.


Uninstall and reinstall the AOL Desktop software

If you're still experiencing issues, we recommend that you uninstall and reinstall the AOL Desktop software. Reinstalling the AOL Desktop software is usually a last resort option, but it fixes a lot of problems.

For more information on uninstalling and reinstalling, please select your operating system below:


Contact AOL Postmaster

If you are still not able to receive emails sent from a specific sender, please open a Postmaster Support Request on the AOL Postmaster.




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Last updated: 05-20-2013
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