If you or your team have stopped receiving certain Hopskip notifications — RFP alerts, account updates, etc. — and:
The email isn't in your Inbox
The email isn't in your Junk/Spam folder
Hopskip's records show the email was successfully delivered
...the most likely cause is a security filtering layer your organization runs on top of your personal inbox — tools like Mimecast, Microsoft Defender for Office 365, or Proofpoint.
Why this is hard to catch
These tools sit between the sender and your org's security which can silently quarantine messages that look suspicious (often due to embedded links, attachments, or sending patterns) — even from legitimate senders. Critically:
No bounce is sent back to Hopskip, so our systems show the email as delivered and we're not aware we didn't hit a primary inbox.
The message doesn't land in your Junk folder, so a normal inbox search won't find it.
Many of these tools only surface suppressed messages in a periodic (daily or weekly) digest email sent to the recipient — and the message must be 'marked as safe' each time.
In other words, the email can be sitting in a quarantine your own inbox settings can't see, while Hopskip's logs correctly show it as sent and accepted.
How to fix it
This can only be resolved by your organization's IT team, since only they have visibility into this layer of the inbox. Ask them to:
Check your Mimecast/Defender/Proofpoint (or equivalent) admin console for quarantined or held messages from Hopskip's sending domain.
Add Hopskip's sending domain to your organization's Safe Senders / Allow List at the admin level (not just an individual mailbox setting) — this is the step that actually resolves it going forward for you and your org.
Reach out to us directly if they need anything from our side (send timestamps, sending domain/IP, specific message details) to validate against their filtering logs.
If you're experiencing this, please loop in your IT team on your Hopskip support conversation, or share their contact so we can coordinate directly!