# Voicemail emails not arriving

> Fix voicemail messages that aren't sent to your email.

- URL: https://kb.voipcloud.online/troubleshooting/voicemail-emails-not-arriving/
- Section: Troubleshooting
- Type: troubleshooting
- Applies to: All countries
- Last reviewed: 2026-11-09

## Symptom

Callers leave voicemail, but the email with the message never arrives. Or callers can't leave a message at all.

## Quick checks

1. **Look in your spam or junk folder**, and any quarantine your email provider or IT team uses.
2. **Check the email address** in the [Voicemail](https://kb.voipcloud.online/pbx/accept-make-divert/voicemail/) object on the **PBX** tab.
3. **Leave yourself a test message** from a mobile, and note the time.

## Likely causes and fixes

### 1. The mailbox is full

If **Local storage** is on, the mailbox holds up to 50 messages by default (the Voicemail settings show your limit). When it's full, callers can't leave new messages, and **Voicemail to email** stops working too.

**Fix:**

- Click **Open local storage** in the Voicemail settings and delete old messages. Users with access can also delete them in the Webphone.
- Turn on **Automatic deletion of read voicemail** and set **Older than, days**.
- If you only want voicemail by email, turn **Local storage** off. This deletes every stored message, so save any you need first.

### 2. Voicemail to email is off or the address is wrong

**Fix:** open the Voicemail object, check **Voicemail to email** is on, and check each email address for typos. Click **Save** and **Apply configuration**.

### 3. The emails go to spam, or are blocked

Email filters sometimes treat automated messages with audio attachments as spam.

**Fix:** mark the message as "not spam", and ask your email administrator to allow voicemail emails through. Safelist the address your provider sends voicemail emails from: check the sender of a previous voicemail email.

### 4. The call never reaches the Voicemail object

If the call isn't routed to voicemail, no message is recorded.

**Fix:** follow the call on the **PBX** canvas:

- The **No answer** path of the [User](https://kb.voipcloud.online/pbx/accept-make-divert/user/), [Ring group](https://kb.voipcloud.online/pbx/mass-incoming-calls/ring-group/) or [Call diversion](https://kb.voipcloud.online/pbx/accept-make-divert/call-diversion/) should connect to the Voicemail.
- A User's **No answer** path only works for calls that reach the user directly, not calls from a queue or ring group. For a [Queue](https://kb.voipcloud.online/pbx/mass-incoming-calls/queue/), connect **Maximum waiting time exceeded** and **All users offline or on DND mode** instead.
- Click **Apply configuration** after any change.

### 5. A mobile's own voicemail took the message

If calls ring a mobile (an **External number** device or a Call diversion), the mobile's voicemail can answer before your PBX voicemail does. The message is then in the mobile's voicemail, not your email.

**Fix:** turn on **Need to accept a call after the answer on the external number** (on a Call diversion: **Need to accept a call after the answer**).

### 6. Callers hang up before the beep

If the greeting is long, some callers hang up before leaving a message. Check the **Greeting** in the Voicemail settings, or set it to **Disabled**.

## When to contact support

[Create a support ticket](https://kb.voipcloud.online/support/support-tickets/) with:

- the name of the Voicemail object and the email address it should send to;
- the date and time of a test message (with your time zone) and the number it was left from;
- whether the message appears in local storage or the Webphone;
- whether you checked spam and quarantine.