Not getting our emails?

First, look in spam

Everything we send comes from support@novelmaestro.com. Search your mail for that address rather than for the subject line — searching includes the spam folder in every major email app, while scrolling your inbox does not.

If you find it there, move it to your inbox or mark it as “not spam”. That one action teaches your provider, and it is the single most useful thing you can do.

Why it happens

Novel Maestro is new. Our domain only started sending email in August 2026, and mail providers judge a sender partly on how long it has been sending and how people have reacted to it. A new domain has no such history, so some providers hold its mail back until one exists — regardless of whether everything about the message is properly configured, which in our case it is.

This improves on its own as more people open and reply to our mail. In the meantime, adding us to your contacts fixes it immediately for you.

Gmail

The quickest fix is to add the address to your contacts: Google’s own guidance is that mail from a sender in your Google Contacts will not go to spam. Open any email from us, hover over the sender’s name, and choose to add them to your contacts.

If the message is already in Spam, there are two more things worth doing:

• Open the Spam folder, select the message and click Not spam. Later mail from the same sender then goes to your inbox.
• For a belt-and-braces fix, make a filter: open Gmail’s search options, put support@novelmaestro.com in the From field, choose Create filter, and tick Never send it to Spam.

Outlook, Hotmail and Live

Outlook keeps a Safe senders list, and an address on it is never moved to Junk. In Outlook’s settings, find the junk email settings, then add support@novelmaestro.com under Safe senders and domains and save.

If a message of ours is already in the Junk Email folder, select it and mark it as not junk first — that moves it to your inbox and tells Outlook it got this one wrong.

Apple Mail and iCloud

Move the message out of Junk into your inbox — iCloud Mail learns from that — and add support@novelmaestro.com to your Contacts. Apple Mail treats a message from someone in your Contacts as wanted.

If you use Mail’s own junk filtering on a Mac rather than iCloud’s, you can also add a rule in Mail’s settings that keeps mail from that address in your inbox.

Yahoo and AOL

Move the message from Spam to your inbox, then add support@novelmaestro.com to your contacts. You can also set a filter in the mail settings that delivers mail from that address straight to your inbox.

A work or university address

If your address belongs to an employer or a university, the filtering may be happening on their server before it reaches your mailbox, and nothing you change in your own settings will help. Ask whoever runs your email to allow novelmaestro.com, or use a personal address for your account instead — you can change the address on your account at any time.

Still nothing?

Email us at support@novelmaestro.com from the address you expected the mail to arrive at, and we will find out what happened to it. We keep a record of everything we send, including whether the provider accepted it, so this is usually a quick answer rather than a mystery.

If it is a gift code you are missing, tell us the name and email address of whoever it was for and we can re-send it. Nothing is lost — a paid code stays valid whether or not the email arrived.