Hi Unless you are looking at your email using Thunderbird (Mozilla's email software), this is not something that we can directly help with. It may be the case that the email is being treated as spam or junk mail by your email service provider. You will need to have a look in the spam or junk mail folder that your email service provider has, and look at the settings on the your email account to prevent it being treated as spam or junk in the future. I hope this helps, but if not please come back here and we can look into a different solution for you.