Not receiving our emails?
Follow the guide below for your email provider to make sure our messages always land in your inbox.
Before you start: Find the sending email address from one of our emails — check your Spam or Junk folder first if you can't see it in your inbox. You'll need it for the steps below.
Gmail
gmail.com · Google Workspace
If our email is in your Spam folder
- Open Gmail and click Spam in the left-hand menu.
- Find and open an email from us.
- Click "Not spam" at the top of the email. This moves it to your inbox and helps Gmail learn for the future.
To always receive our emails (recommended)
- Click the Settings cog (top right) and choose See all settings.
- Go to the Filters and Blocked Addresses tab.
- Click Create a new filter.
- In the From field, enter our sending email address, then click Create filter.
- Tick "Never send it to Spam" and optionally "Always mark it as important".
- Click Create filter to save.
Outlook & Hotmail
outlook.com · hotmail.com · live.com
- Log into Outlook on the web.
- Click the Settings cog in the top right corner.
- Scroll to the bottom of the settings panel and click "View all Outlook settings".
- In the new window, click Junk Email.
- You'll see two lists — Blocked senders and domains and Safe senders and domains:
- –If our email address appears in the Blocked senders list, click the bin icon to remove it.
- –Under Safe senders and domains, click + Add, type in our email address and press Enter to save it.
- Scroll to the bottom and click Save.
Yahoo Mail
yahoo.com · yahoo.co.uk · ymail.com
If our email is in your Spam folder
- Open Yahoo Mail and go to your Spam folder.
- Find and open an email from us.
- Click "Not Spam" at the top. This moves the email to your inbox.
To always receive our emails (recommended)
- Click the Settings cog and select More Settings.
- Click Filters in the left-hand menu.
- Click Add new filters.
- Give the filter a name (e.g. "Trusted sender"), set the From field to our email address, and set the destination folder to Inbox.
- Click Save.
Apple Mail & iCloud Mail
icloud.com · me.com · mac.com
On iCloud.com (web)
- Log in at icloud.com/mail.
- Find an email from us — check your Junk folder if needed. Open it.
- Click the Flag icon and select "Move to Inbox", or right-click the email and choose "Move to Inbox".
- To prevent future filtering, right-click the email and choose "Add to VIP", or go to Settings → Rules → Add a Rule, set "From" to our email address, and choose "Move to Inbox".
On Apple Mail (Mac app)
- Open Apple Mail and find an email from us in your Junk folder.
- Right-click the email and select "Move to Inbox".
- You'll be asked if you want to mark the sender as trusted — click Yes / Trust.
BT Mail
bt.com · btinternet.com
Please note: BT Mail is known to block legitimate emails more aggressively than other providers. This can unfortunately mean genuine emails are filtered out without you realising. If you suspect this is happening, follow the steps below.
- Log into your BT Mail account at email.bt.com/mail.
- In the top right corner, click your email address and then click Settings.
- In the left-hand menu, click Mail, then click Blocked senders.
- Check the list for our email address. If it appears, tick the checkbox next to it and click Delete. A yellow confirmation message should appear at the top of the screen.
- In the left-hand menu, click Safe senders.
- Enter our email address in the Email box and click + Add. A yellow confirmation message will confirm it has been saved.
Sky Mail
sky.com · btinternet.com (Sky users)
Good to know: Sky Mail uses the same platform as BT Mail for many accounts. If your Sky email address ends in @btinternet.com, please follow the
BT instructions above.
- Log in to your Sky email at email.sky.com.
- Click the Settings cog in the top right.
- Select Email security from the menu.
- Under Allow List, click Add new entry and enter our email address.
- Click Save to confirm.
Virgin Media Mail
virginmedia.com · ntlworld.com · blueyonder.co.uk
- Log in to Virgin Media Mail at webmail.virginmedia.com.
- Click the Settings cog and choose Settings.
- Select Spam Settings from the left-hand menu.
- Under Safe List, enter our email address in the text box.
- Click Add and then Save.
- If our emails have been going to your Spam folder, open one and click "Not Spam" to help train the filter.