You are reading this article because you are using an apple email address and emails being sent to you by our users are not appearing in your inbox or spam folder.
There is a common issue with apple mail whereby emails inexplicably dissapear into a black hole.
First and foremost, lets clarify that Apple Mail is a free service provided by Apple. There is no technical support desk for apple mail, its basically a service offered "as is" and users use it at their own risk.
Next, if you have a @me.com, @mac.com, @icloud.com account and one of our users has sent an email to you and you have not received it, then there is a solid chance that the email was delivered to the apple servers but vanished without a trace.
We have seen this time and time again and there is no explanation, zero feedback from apple and no resolution in sight.
All we can tell you is that everytime an apple user says they did not receive an email, we have checked the logs on our mail servers only to find that the message was received and accepted by the apple servers.
An example in point: below you will find a log entry detailing a .me user who has said they did not receive the email from our client, yet the logs clearly show that the apple server accepted and signed off on the email. The .me user swears blind that they have whitelisted our clients email address and checked their spam folder.
As you can see in log line 4 below, the icloud servers were connected to and accepetd the email and gave the "ok" and log line 5 shows the delivery process was completed. This means that the email from our client was delieverd to apple and apple accepted the mail, ergo, was delievered to apples server. If not, then an error would be displayed in our logs and we can then identify the issue right away.
LOG LINE 1: 2017-05-07 09:59:51 1dprj5-0003lz-L0 <= email@example.com U=ourclient P=local S=5169 firstname.lastname@example.org T="[Citizens Advice Bureau Spain] Your username and password info" for email@example.com
LOG LINE 2: 2017-05-07 09:59:51 1dprj5-0003lz-L0 Sender identification U=ourclient D=ourclient.com Sfirstname.lastname@example.org
LOG LINE 3: 2017-05-07 09:59:51 1dprj5-0003lz-L0 SMTP connection outbound 1504771191 1dprj5-0003lz-L0 citizensadvice.org.es email@example.com
LOG LINE 4: 2017-05-07 09:59:54 1dprj5-0003lz-L0 => firstname.lastname@example.org R=lookuphost T=remote_smtp H=mx5.mail.icloud.com [220.127.116.11] X=TLSv1.2:ECDHE-RSA-AES128-GCM-SHA256:128 CV=yes C="250 2.5.0 Ok"
LOG LINE 5: 2017-05-07 09:59:54 1dprj5-0003lz-L0 Completed
In a similar way a physical letter is posted, once an email is delivered to a remote server, we have no control over where it ends up. ONLY the people managing the remote server, ie: apple, can provide an explanation.
SO AS AN APPLE USER, WHAT DO YOU DO NOW?
1. You can try and contact apple and ask them where your emails are going, showing them the log file we give you.
2. Use a different, more reliable mail service.
There is a suggestion that icloud accepts mails but silently discards them if the message id is longer than 39 characters.