> For the complete documentation index, see [llms.txt](https://docs.b2core.b2broker.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.b2core.b2broker.com/troubleshooting/email-and-notification-issues/clients-not-receiving-emails-from-b2core.md).

# Clients not receiving emails sent from B2CORE

## Problem

A client doesn't receive various emails from B2CORE, such as account creation confirmations, deposit notifications, or other system messages.

## Possible reasons

This issue may occur due to one or more of the following:

* Emails being marked as spam or junk by the client’s email provider.
* Incorrect or misconfigured SMTP settings in the B2CORE Back Office.
* Emails stuck in the queue.
* Missing or misconfigured email templates.
* Issues with the email service provider, such as exceeded credits, service delays, or downtime.

## Solution

To address email delivery issues:

{% stepper %}
{% step %}

#### Check spam and junk folders

Ask the client to check their spam or junk folders, especially if the email status is marked as successful in **Mailing** > **System** > **Logs** in the B2CORE Back Office.
{% endstep %}

{% step %}

#### Verify SMTP settings in the B2CORE Back Office

If multiple clients experience delivery issues, verify your [SMTP configuration settings](/how-to-articles/manage-mailing-options/how-to-configure-smtp.md):

* Navigate to **Mailing** > **System** > **Providers**.
* Click the **Edit** button for the relevant SMTP configuration to open its details.
* Click the **Test connection** button to validate the SMTP settings.
  * A checkmark on the **Test connection** button means the settings are properly configured.
  * A red **Test connection** button indicates errors in the settings, which will be listed.
* Correct the settings and test again until the SMTP configuration is successful.
* Ensure that the configuration is enabled.

For details, refer to [How to configure SMTP](/how-to-articles/manage-mailing-options/how-to-configure-smtp.md).
{% endstep %}

{% step %}

#### Track an email delivery in the Email log

* Navigate to **Mailing** > **System** > **Log**.
* Locate the required email and check its delivery status: IN PROGRESS, FAIL, or SUCCESS.
* For failed emails, check the **Reason** column to identify the issue.
  {% endstep %}

{% step %}

#### Check email templates in the B2CORE Back Office

* Navigate to **System** > **Templates** > **Email** > **Templates**.
* Ensure that the template for the relevant notification exists and is properly configured (for details, refer to [How to configure email templates](/how-to-articles/manage-system-settings/how-to-configure-email-templates.md)).
* Ensure that the email template is enabled.
  {% endstep %}

{% step %}

#### Check the email provider operation

If emails are delayed, verify that your email service provider is operational and that your account has sufficient credits or an active subscription.
{% endstep %}
{% endstepper %}


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