> ## Documentation Index > Fetch the complete documentation index at: https://docs.omni.co/llms.txt > Use this file to discover all available pages before exploring further. # Find and fix missing or quarantined Omni emails > Find Omni emails that your mail provider junked or quarantined, and fix the forward, list, or email gateway that caused the DMARC failure. [All guides](https://docs.omni.co/guides.md) Progress % Category errors Last updated November 2026 # Find and fix missing or quarantined Omni emails If an email from Omni is missing or in a Junk folder, a service between Omni and the recipient might have changed the email and caused it to fail DMARC. Use this guide to find the email, fix the cause, and confirm that new email arrives. ## Requirements You can look for a missing email in your own mailbox and quarantine. To apply a fix, you need admin access to your mail provider. If you don't have this access, share this guide with your email admin. ## Check whether this affects you DMARC is an email standard that tells mail providers what to do with email that fails authentication. Starting November 9, 2026, the DMARC policy for `omni.co` is `p=quarantine`, so mail providers can junk or quarantine email that fails. This helps stop third parties from sending email that pretends to be from Omni. Omni signs each email it sends. If a service changes the email on the way to the recipient, the signature no longer matches and the email can fail. | Your setup | What can be affected | | - | - | | Email comes directly from Omni | Nothing. You don't need to do anything. | | A forwarding rule, distribution list, or shared mailbox resends the email | Email sent to that address. | | An email security gateway, such as Check Point or INKY, scans the email and sends it back to your mail system | All Omni email to your domain, including sign-in links and invitations. | | A delivery that uses a [custom email sender](https://docs.omni.co/share/deliveries/email/whitelabel.md) | Nothing. Those deliveries aren't sent from `omni.co`, so this policy doesn't apply to them. | If emails stopped arriving before November 9, 2026, this policy isn't the cause. [Contact support](#escalating-to-support). ## Steps ### 1. Find the email If the email is a delivery, ask an Omni Organization Admin to check it in **Settings > Deliveries**. If it shows as **Failed**, follow [Troubleshooting failed deliveries](https://docs.omni.co/share/deliveries/troubleshooting.md) instead. A delivery doesn't show as **Failed** when a mail provider junks or quarantines the email, so you should also check the following: | Mail provider | Where to look | | - | - | | Microsoft 365 | The Junk Email folder and [quarantine](https://security.microsoft.com/quarantine). Your anti-phishing policy decides which one. Recipients might not get a notification, so check quarantine yourself. If you can't see or release the email, ask your admin. By default, Microsoft deletes quarantined email after 15 days. | | Gmail or Google Workspace | The Spam folder. | | Email security gateway | The gateway's quarantine or hold queue. Ask your admin to check. | | Google Group | Your inbox, under a different sender: `'Omni Analytics' via Group-Name `. Filters and rules that match an Omni address stop working, so update them. | ### 2. Find what changed the email > [!NOTE] > > If you aren't an email admin, send this guide to your admin. The remaining steps are for them. Open the full headers of the email: * **Outlook:** Follow [Microsoft's instructions](https://support.microsoft.com/office/cd039382-dc6e-4264-ac74-c048563d212c). * **Gmail:** Open the email and click **More > Show original**. * **Microsoft 365 quarantine:** Select the email and click **More options > View message headers**. Then check these two values: 1. In the most recent `Authentication-Results` header, look for `dmarc=fail`. If you see `dmarc=pass`, DMARC didn't cause the problem. [Contact Omni support](#escalating-to-support). 2. In each `ARC-Seal` header, note the `d=` value, for example `d=checkpointcloudsec.com`. You need the domain of the service that changed the email, not the domain of your own mail provider. If no header shows that domain, the service doesn't add ARC seals. ### 3. Fix the cause Use the fix that matches your setup. #### If a forward or list changes the email * **Add the recipients directly.** Add the final recipients to the [delivery](https://docs.omni.co/share/deliveries/email.md). Email that comes directly from Omni passes DMARC. * **Stop the change.** If a list or service edits the message, for example to add a disclaimer, turn off the edit. * **Send from your own domain.** If your own system resends the email, send it from an address at your own domain. #### If a service changes email before it gets to Microsoft 365 Add the service as a trusted ARC sealer. Microsoft prefers this fix. ARC lets a service record the authentication result from before it changed the email, and Microsoft 365 uses that earlier result if it trusts the service. See the [Microsoft documentation](https://learn.microsoft.com/en-us/defender-office-365/email-authentication-arc-configure#what-do-you-need-to-know-before-you-begin) for a list of roles that can do this. 1. Open the [Email authentication settings](https://security.microsoft.com/authentication) in the Microsoft Defender portal and select the **ARC** tab. 2. Click **Add**, or **Edit** if the list already has entries. 3. Enter the `d=` domain from step 2 and click **Save**. The change can take up to 30 minutes to apply. If you use Check Point Harmony Email, [Check Point's guide](https://sc1.checkpoint.com/documents/Harmony_Email_and_Collaboration/Email_Security/Admin_Guide/Topics/o365-footprint-other-changes/trusted-arc-sealers.html) names the domain `checkpointcloudsec.com`. Add this domain if it isn't on the list. If the service is on the list and email still fails, see [Microsoft's ARC troubleshooting](https://learn.microsoft.com/en-us/defender-office-365/email-authentication-arc-configure#common-arc-failure-scenarios). If the service doesn't add ARC seals, ask the vendor to turn them on. If the vendor can't, [create an allow entry for a spoofed sender](https://learn.microsoft.com/en-us/defender-office-365/tenant-allow-block-list-email-spoof-configure#create-allow-entries-for-spoofed-senders) that pairs `omni.co` with the service. #### If a gateway is in front of Gmail [Set up the gateway as an inbound gateway](https://support.google.com/a/answer/60730). Gmail doesn't enforce the sender's DMARC policy on email from an inbound gateway. #### If you need a short-term fix in Microsoft 365 Add these addresses to [Safe Senders](https://learn.microsoft.com/en-us/defender-office-365/configure-junk-email-settings-on-exo-mailboxes) on the affected user mailboxes: * `scheduled-delivery@omni.co` * `no-reply@omni.co` * `support@omni.co` Add the full addresses, because Microsoft 365 ignores domain entries when its policy quarantines the email. Microsoft doesn't sync Safe Senders for shared mailboxes, so use a [spoofed sender allow entry](https://learn.microsoft.com/en-us/defender-office-365/tenant-allow-block-list-email-spoof-configure#create-allow-entries-for-spoofed-senders) for those. Replace this with a permanent fix as soon as you can. Microsoft warns that Safe Senders increases the risk of spoofed email reaching the mailbox. ### 4. Confirm the fix Send a new email: * **Delivery:** Open the delivery and click **Test Now**. This sends the delivery to all its recipients. * **Sign-in link:** On your Omni login page, enter your email address and click **Email Link**. The fix worked if the new email arrives in the recipient's inbox. If you added a trusted ARC sealer, the most recent `Authentication-Results` header of the new email also shows `compauth=pass reason=130`. ## Escalating to Omni support If you can't find or fix the cause, contact [Omni support](mailto:support@omni.co) with the following: * The full headers from one affected email * The recipient's email address * Your mail provider, and any forwarding rule, list, or gateway that the email goes through * The delivery ID and timestamp, if the email is a delivery ## Next steps * [Troubleshooting failed deliveries](https://docs.omni.co/share/deliveries/troubleshooting.md) * [Delivering Omni content via email](https://docs.omni.co/share/deliveries/email.md) * [Whitelabeling sender addresses for email deliveries](https://docs.omni.co/share/deliveries/email/whitelabel.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.