Why can’t I find a specific email?
If an email hasn’t arrived or a conversation seems to have disappeared, these checks can help you find it or narrow down why it’s missing.
On this page:
Finding a missing email
Search HEY for the sender’s email address or words from the subject. You can also open the sender’s contact page to look for the conversation.
If it’s still missing, check:
If the missing email was forwarded, check the account it was forwarded from and the address it was sent to.
Emails forwarded into HEY
Check for the email in the account that forwards messages to HEY.
If it arrived there but is missing from HEY, open that account’s forwarding settings. Confirm that forwarding is turned on and the destination matches your HEY email address.
Emails forwarded out of HEY
If the email is visible in HEY but missing from the account you forward to, check that account’s Spam and Trash.
Look for a delivery failure notice in HEY. If you received one, send the full notice to support@hey.com, along with your forwarding destination address, so we can investigate.
Re-syncing the HEY app
If an email appears in a web browser at app.hey.com but is missing from the mobile app, re-sync the app to refresh its emails.
- Tap your avatar in the upper-right corner
- Tap Your Settings
- Scroll to the bottom and tap Re-sync email
Checking HEY’s status
Visit the 37signals status page to check for a reported issue affecting HEY.
If no issue is listed and emails are still missing or delayed, follow the steps under Contacting support.
Contacting support
If the email is still missing, email support@hey.com with the sender’s and recipient’s email addresses, the date and time it was sent, and the time zone. For delayed emails, include the email’s URL in HEY and when you expected it to arrive, including the time zone.