If you've stopped receiving emails from us, there's clearly a reason. It's just a matter of figuring out what's happening.
Confirm your email address
Like with paper mail, email's got to be addressed correctly to get to where it's going.
To be sure we have your correct email address, do the following:
- Sign in to My Account.
- Go to My Profile.
- Click on Email Address.
- Look at your email address -- any typos? Is it the address you're currently using?
Or, if you just don't want to sign in to My Account, you can chat with us instead, and we'll confirm (and/or update) your email address for you.
Note: If you've recently changed your email address, you may not get certain emails from us for up to 30 days. This is intentional. We do it to protect your security and verify the email change is legit. Not all emails are impacted, so you may still get notifications and alerts from us. However, emails containing sensitive account information are likely to be temporarily blocked.
Check your spam (or junk) folder
Most email accounts come with a "spam" or "junk" folder, and unwanted or questionable emails are automatically sent there. It's wise to periodically check this folder because sometimes legitimate emails get misfiled, and you end up missing messages.
If you check this folder and find emails ending in @centurylink, @em.centurylink.com or @qwest.com, right click on the email message, and select "not spam," "not junk" or the equivalent. Doing this accomplishes the following:
- Moves our messages out of the spam folder and into your inbox
- Tells your email provider to put future messages from us directly in your inbox
- Lets your email provider know that emails from addresses ending in @centurylink, @em.centurylink.com and @qwest.com aren't spam
Understand blocking, filtering and your address book
"Blocking," "filtering" and adding contacts your "address book" are different ways to manage your inbox. Use "block" or "filter" to stop getting emails from people who annoy you. Use your "address book" to keep track of addresses from people who interest you.
- Blocking. Check your "blocked senders" list. If you see any email addresses ending in @centurylink.com, @em.centurylink.com or @qwest.com -- unblock them.
- Filtering / rules. Filters or "rules" help you manage your email. Some are automatically set up for you, like spam filtering. Others you can customize and set up yourself. Once they're setup, they run automatically every time you receive an email. If you aren't getting emails from us, double check you don't have a filter on that's automatically moving your CenturyLink emails to another folder, forwarding them to a different address or deleting them.
- Address book / contact list. Add CenturyLink to your email address book or contact list by creating one contact with multiple email addresses (@centurylink.com, @em.centurylink.com or @qwest.com).
Adjust your antivirus settings
Your antivirus software could be blocking (or quarantining) emails from us. Open your antivirus software, and see if there are any CenturyLink emails trapped there. Your software probably has a "safe sender" list option. Find it, and add @centurylink.com, @em.centurylink.com and @qwest.com to your list.
Turn off email forwarding
If your email address is set up to forward emails to another account, you may need to check the "forwarded to" account for your CenturyLink messages. Also, when you set up the forwarding rules on your main email account, you were probably asked if you wanted to delete the emails from the primary account once they are forwarded. You may want to change this setting so you know where to expect future CenturyLink emails.
Get help with common domains
Wait longer, clear the cache, sign in/out
If you've tried everything, maybe one of these ideas will solve the problem:
- Wait a bit longer. Sometimes email gets delayed.
- Clear your browser cache, cookies and temporary Internet files.
- Sign out and back in to your email account.
If you can't figure out the problem, chat with us. We're here to help!