A missing email is usually in a spam folder or went to a different address. Check both, then find the email you're waiting for below.
Check your spam folder and filters
Look in your spam or junk folder, and in any other tabs or folders your email app sorts mail into.
Add app@helpcenter.io and no-reply@helpcenter.io to your contacts or allow list. Most of our emails come from one of these two addresses.
If your company filters email, ask your IT team to allow messages from helpcenter.io.
Check the address
Emails about your account go to the email address on it, shown in Account Settings. You can't change that address yourself. See Change your email, transfer ownership or delete your account.
Invitations go to exactly the address the inviter typed. They can check it under Users → Pending invitations and click Resend.
The emails we send
Who gets it | Subject | |
|---|---|---|
Team invitation | The invited address | "[Name] invited you to join HelpCenter.io", or "Invite to join the [Company] help center site" for someone who already has an account |
Email verification | You, after you sign up or ask for a new link | "Verify Email Address" |
Password reset | You, when you ask for one | "Reset Password Notification" |
Invoice | The Billing Email in your billing details | "You have a new invoice available for HelpCenter.io" |
Failed payment | The account owner | A notice that your subscription is past due |
Review request | The teammate you assign, when Notify the assignee by email is ticked | "You have been assigned to review an article" |
Review reminder | The author, on the article's review date | "Help center articles due for review" |
Article changes | People watching the article | "An article you are watching has been updated", or "Default language changed for an article you translated" for translators |
New reader comment | The article's author | "A new comment has been posted" |
Contact form message | The Recipient email of your contact form | "You've got a new support request" from your contact page, "New support request" from the widget |
PDF export | The person who asked for it | "Your help center articles PDF export is ready" |
If a particular email doesn't arrive
Invoices. They go to the Billing Email in your billing details, and none are sent while that field is empty. Add it under Billing & Invoices, where you can also view and download every invoice. See Download invoices and update billing details.
Password resets. You can ask for one link a minute, and each link works for 60 minutes. Use the newest one.
Email verification. In Account Settings, click Resend in the note about your unverified email.
Contact form messages. Your contact form needs a Recipient email. See The contact form or "Ask us" button is missing. Messages come from our addresses with the visitor's address as reply-to, so a reply goes straight to them.
Article notifications. There's no central notification setting. You choose what you hear about for each article with Watch in the editor's top bar. See Get notified when an article changes.
Comment notifications. New reader comments are emailed to the article's author. The Notify on comment and Notification email options on the Comments component don't send emails.
Still stuck?
Contact our support team with the email address that should receive the message and roughly when it was sent. See Contact HelpCenter.io support.
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