When a member reports that they are not receiving their report(s), the first thing we advise is checking the Spam/Junk folder. Why? Sometimes, email providers change their settings and the report ends up going to the wrong folder.
We contacted Comcast about a recent case of reports going to a Spam folder. They advised us to tell members to simply mark the report as not Spam. Eventually, if enough Comcast subscribers do this, Comcast will realize that we are not Spam and mark us accordingly.
The apparent cause of the issue is that the Screen Accountability report emails have more than the normal number of images in a common email and text at the bottom of the message which states, “The screenshots in this message may include explicit imagery.” The combination of these items has led Comcast to assume we need to be flagged. Again, if enough members mark the report as “Not Spam,” Comcast will change the way they categorize reports.
If your report has landed in a Gmail Spam folder, you can easily move it back to your Primary folder.
Please note that Covenant Eyes sends messages from more than one email address, so you may need to move more than one message from your Promotions tab to your Primary inbox. (For example, reports are sent from email@example.com, and Pure Minds Online is sent from firstname.lastname@example.org.)
You may want to periodically check the auxiliary folders (Social, Promotional, etc) to make sure you aren’t missing any messages from Covenant Eyes.
Not there at all?
Be advised that, due to a variety of factors, reports are not sent at the same exact moment each day. Some days of the week we send out more reports, and that leads to variations in timing. Additionally, when email providers adjust/change their routing rules, a change in timing can occur.
In the event that you do not see the expected email in any folder, go to My Account to confirm that 1) your email address is correct and that 2) you are still set up to receive reports. If both items are confirmed, then please contact Customer Service. A member of that team will look into the situation with you.