Not receiving email from CenturyLink?

If you aren't getting email from us, there are a few things you can check to fix the problem.

Check your CenturyLink account settings

Start by signing in to My CenturyLink on the web or through the app and checking a few settings that might prevent you from receiving CenturyLink emails.

Contact settings

First, make sure you have the correct email address in our system. It's worth double-checking, just in case one tiny typo is preventing you from getting your mail.

Go to the Settings screen.
Select "Email Address."
Look closely at the email address listed to make sure it's up to date and free of errors. If needed, you can edit it.
Select "Save" to submit any changes you made.

Note: If you've recently changed your email address, it can take up to 30 days for some emails to be routed to your new address.

Notification settings

Next, check to make sure there's not a notification setting that is preventing you from receiving emails from CenturyLink.

Go to the Settings screen.
Select "Notifications" or "Notification Preferences."
Check the settings for each type of communication. Make sure the email option is toggled on for any emails that you want to receive, such as order status, payment reminders, etc.
Select "Save" to submit any changes you made.

If you can't sign in to My CenturyLink, you can chat with us instead to have an agent confirm or update your email address.

Check your spam/junk folder

Email accounts have a "Spam" or "Junk" folder, where emails from unknown or untrusted sources are placed automatically using a spam filter. Sometimes legitimate emails are filed there by accident simply because the sender address is unknown. You can check by doing the following:

In your email account, find the "Spam" or "Junk" folder in the directory.
Check or search within this folder for any emails from @centurylink.com, @em.centurylink.com or @qwest.com.
If you find a message from CenturyLink, right click on the email message and mark it "Not spam" or "Not junk." This will move the message to your inbox, and will also change the spam filter so that all future messages from that address will not be blocked as spam.

Check more email settings

There are a few features in every email program that help manage your inbox, but could be prefventing you from receiving certain emails. Check out your blocking, filtering, address book and mail forwarding settings:

You can use blocking to reject emails from certain senders. Check your "blocked senders" list, just in case one of ours got put there by accident. If you see any addresses ending in @centurylink.com, @em.centurylink.com or @qwest.com, unblock them.
You can use flltering to create rules that determine where different kinds of emails go. Some, like spam filtering, are set up automatically. You can create other rules yourself. Double check that you don't have a filter that's automatically moving your CenturyLink emails to a different folder, forwarding them to a different address, or deleting them.
You can use your address book or contact list to list senders you want to receive mail from. Add CenturyLink to your address book by creating a single contact with these three email addresses, to ensure you get all future communications from us: @centurylink.com, @em.centurylink.com and @qwest.com.
You can use mail forwarding to forward all emails or certain emails to another account. If this is turned on, check the inbox of the "forwarded to" account to see if your CenturyLink messages are there. If possible, turn off the option to delete forwarded emails from the main account. If you think forwarded messages may still be getting lost somehow, try turning off forwarding.

Get help with common email providers

Look for more help from your email provider:

Check anti-virus settings

Your anti-virus software could be blocking (or quarantining) emails from us. Open your anti-virus software, and see if there are any CenturyLink emails trapped there. Your software probably has a "safe sender" list option. If so, add @centurylink.com, @em.centurylink.com, and @qwest.com to your list to identify them as safe so they won't be blocked in the future.

Clear your browser cache and sign in again

If you've tried everything else, one of these ideas may solve the problem:

Clear your browser cache and cookies (in Chrome, Safari, Firefox, etc.), then check your email again. Each browser can provide help on how to do this.
Sign out of your email account, then sign back in. Sometimes a reset can clear errors.

If you can't figure out the problem, chat with us. We're here to help!