> For the complete documentation index, see [llms.txt](https://docs.tipo.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.tipo.io/backup-and-restore-tipo/help/troubleshooting/emails.md).

# Not getting emails

Check the reasons an email from Backup & Restore Tipo might not arrive.

Use this checklist when you expect an email from the app, such as a failure alert, a restore summary or a download link, and it does not arrive.

{% stepper %}
{% step %}

### Check the address

Open **Settings** and find the **Notifications** card. Look at **Send to**.

* Separate several addresses with commas. You can add up to 5.
* The app silently ignores any address that is not valid. A typo does not show an error, and the other addresses still work.
* If the field is empty or has no valid address, notification emails go to your store's contact email from Shopify.
  {% endstep %}

{% step %}

### Check the event is ticked

Under **Send an email when**, make sure the event you want is ticked:

* **A backup fails**
* **A restore finishes**
* **Weekly summary**
* **You're close to your plan limit**

**You're close to your plan limit** is off by default. Turn it on if you want a warning at 90% of your limit.

Save your changes.
{% endstep %}

{% step %}

### Check the alert rules

Alerts about unusual changes, such as mass deletions, a skipped backup or a theme change, come from alert rules. Under **Notifications**, select **Alert rules** and check that the rule is switched on and does not show **Muted**. A muted rule records alerts but does not email them. Select the actions menu and choose **Unmute**. See [Alert rules](/backup-and-restore-tipo/settings/settings/alert-rules.md).
{% endstep %}

{% step %}

### Check for held-back failure emails

After 3 failed backups in a row, we stop sending failure emails until a backup succeeds. This prevents a flood of messages. Run **Back up now**. When it succeeds, failure emails start again.
{% endstep %}

{% step %}

### Check spam and filters

Look in your spam or junk folder. Add the sender to your safe list. If your company filters mail, ask your administrator to allow it.
{% endstep %}
{% endstepper %}

## Download link emails

A download link email is sent to the address saved in **Send to** at the moment you start the export. If the field was empty then, no email is sent. Use **Get download link** on the Export backup page instead. See [Download and export problems](/backup-and-restore-tipo/help/troubleshooting/downloads.md).

## Emails you always get

Some emails cannot be turned off. These include the email when your store goes over a plan limit and the notice about a customer data request from Shopify.

## Reply to an email

You can reply to any email from the app. Your reply goes to our support team. See [Contact support](/backup-and-restore-tipo/help/contact-support.md).

## Next steps

* [Email notifications](/backup-and-restore-tipo/settings/settings/notifications.md)
* [Alert rules](/backup-and-restore-tipo/settings/settings/alert-rules.md)
* [Emails we send](/backup-and-restore-tipo/reference/how-it-works/notification-emails.md)
* [Contact support](/backup-and-restore-tipo/help/contact-support.md)