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Why am I not receiving emails?

  • Updated

If you are not receiving automated system emails, withdrawal confirmations, or password reset messages from BitMEX, your email provider or local client settings may be filtering or blocking our messages.

Follow the step-by-step troubleshooting checklist below to resolve deliverability issues.

 

Step 1: Check Alternative Folders and Search Your Mailbox

Automated platform emails can sometimes be misclassified by incoming mail filters:

  1. Check your Spam, Junk, Trash, and Promotions (Gmail) folders.
  2. In your email search bar, search for messages from:

If you find a BitMEX message in your Spam or Junk folder, mark it as "Not Spam" or "Move to Inbox" to train your mail client for future messages.

 

Step 2: Check Mailbox Storage and Local Filters

  1. Mailbox Storage Quota: If your email storage (e.g., Google One, iCloud, Outlook) is at 100% capacity, incoming emails will bounce and cannot be delivered. Free up storage space if you are near your limit.
  2. Custom Rules & Forwarding: Verify that you do not have custom email rules, blocklists, or auto-archive filters enabled that might be silently redirecting incoming messages to an archive folder.

 

Step 3: Add BitMEX to Your Safe Senders List (Whitelisting)

Adding BitMEX to your provider's whitelist or trusted contacts prevents your provider from automatically rejecting incoming messages:

  1. Domain Whitelisting: Add @bitmex.com to your safe domains list.
  2. Contact List: Add support@bitmex.com and noreply@bitmex.com as saved contacts in your address book (Google Contacts, Outlook Contacts, Apple Mail, etc.).

Once added, return to BitMEX and trigger a new request (e.g., resend the password reset or withdrawal confirmation).

 

Step 4: Contact Support

If you have completed the steps above and are still not receiving emails, our Support team can check our delivery logs to see if messages are bouncing.

Submit a ticket, mentioning the type of email you're missing: (e.g., Password Reset, Login Verification, Withdrawal Confirmation Link).

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