Not receiving our emails?

From time to time we might need to send you an email (when you want to reset your password for example, or are trying to create an account).  If you're not receiving an expected email, it will be because of one of the following:

  • the email arrived but was diverted straight to your junk mail
  • the email on your TSR account is not the email address you're now using
  • you're using a work or educational email (these typically bounce incoming mail from any service the facility doesn't recognise)
  • our mail is being blocked by your service provider
  • you're using (the web version of Outlook) with a different domain or multiple aliases on the same account (see below)

1. Check your junk folder

Junk email doesn't always flag up when it has been received and there is no visible clue in the mail client until you physically open the folder, so do always check any folders labelled spam, trash or junk.

2. Check you're using the right email address on your account

If you're not sure, please contact us so that we can advise you of the email currently on your account.  Unless the email address relates in any way to your correct email and other details, we might need to obtain proof before we can change the account.  This is to stop anyone else changing your account details without your knowledge.

3. Ensure you're using an email that can receive replies

If you're using an employer's email, or an email address from any other official facility (like educational establishments that carry an .edu suffix), most emails bounce when we write back.  Please contact us using a personal email account and give your username so we can update to your new email.

4. Safelist us with your mail service provider

Many mail service providers now require you to register an organisation as a safe-sender before you can receive email from them.  Microsoft in particular has recently added a new SmartScreen filtering system to all the email domains it holds, including Hotmail, MSN, Live and Outlook.  Some 3rd party email services such as Yahoo are starting to use this service too.  This means you will now need to add our email addresses to your safe contacts list in order to receive any service emails from us, including account activation and password reset emails. 

Please safe-list "" to ensure our mails can reach you.

If your mail client needs a complete email address, then we will contact you from any of the following:


IMPORTANT!  After marking us as a safe sender, you will very likely have to repeat your activation or password reset to trigger the email again,  Previous emails (especially for the Microsoft hosted accounts) are likely to have vanished for good.

Help with some of the more popular email services...

Microsoft hosted accounts including MSN, Hotmail,,

You will need to add our email addresses to your MSN Hotmail,, Safe List:

  1. Open your mailbox HERE and go to Settings then Options (upper right hand corner).
  2. Under the “Junk E-Mail” section, you’ll see “Safe Senders”.
  3. Click the “Safe Senders” link.
  4. Add our email sending addresses or domain into the dialog box.
  5. Click the “Add” button next to the dialog box.

Tip: If  any of our emails are already in your “Junk E-Mail Folder”, open the email and click the “Not Junk” button.

Note: You should also check that our email addresses are not in your Blocked Senders list.  You can find your Blocked Senders list by following the directions above and going to “Blocked Senders List” instead of “Safe List”.  If you see our email addresses or domain on this list, select it and click the Remove button.


Set up a filter to redirect the mailing you want to receive in your inbox:

  1. Open your mailbox HERE and click on Settings (upper right hand corner).
  2. Then select More Settings and then Filters on the left hand side.
  3. Click the Add button on the Filters page.
  4. In the “From header:” row, make the drop down “contains” and put our email sending addresses in the box.
  5. At the bottom of the page Click the “Choose Folder” pull down menu and select “Inbox”.
  6. Click the “Save Filter” button.

Tip: If our emails are in your Yahoo Spam Folder open the email and click the “Not Spam” button.

Note: You should also check that our email addresses are not in your “Blocked Addresses” list.  You can find your “Blocked Addresses” list by clicking “Settings” then “More Settings” and then “Security & Privacy” on the left hand side.  If you see any of our email addresses on this list, select it and click the “Remove Block” button.


Add our email addresses to the  “From address” in your AOL address book:

  1. Click the “Mail Options” menu and select “Address Book”.
  2. Inside the “Address Book” window, click the “Add” button.
  3. Inside the “Address Card for New Contact” window add our email sending addresses [or the domain] you want to whitelist in the “Other E-Mail” field.
  4. Make our From address the “Primary E-Mail” address by checking the associated check box to the right of it.
  5. Click the “Save” button.


To make sure Gmail never filters as spam mail from a certain contact or domain:

  1. Click the Settings gear icon on the top right in Gmail.
  2. Choose “Settings” in the menu and then select “Filters & Blocked Addresses” along the top.
  3. If there’s a list scroll to the bottom and click “Create a new filter”.
  4. Type our email sending addresses under From:
  5. The click ‘Create Filter from Address’ and choose “Never Send To Spam” then save by clicking “Create Filter”

If you are using Outlook and have not heard back from us, there could be a different problem...

We often receive emails that are from scrambled email addresses (Outlook followed by a long number and then ".com"). The address has been scrambled by Microsoft and we have no way of reaching you because the email will just bounce (no such email address)....

We can't tell who you are from this email address, so we can't reply to you. You can help us to locate you by including your TSR username, your Member ID (copied from your profile page) and/or the email address you're writing from in the body text of your email or, better still, using our ticket center which will identify your account automatically for us. We will then be able to reply to you.

The cause

If you have a non-Microsoft-owned email address (ie an email that is not Outlook, MSN, Live or Hotmail) but have connected it to an account (note: the downloaded Outlook app that comes with Microsoft Office is fine - it's the web version of Outlook with the problem), OR you have multiple aliases in your account, then our replies cannot reach you because the email address is scrambled into meaningless numbers. It's an old problem that Microsoft has failed to fix for many years now. You can read more about this at

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