Why do emails not appear in my In Tray?

Issue

Emails are not appearing in my In Tray.

Causes

This could be caused by one of the following. See below for the solution for each of these.

• Email has been filed already by another recipient, that is, by another team member
• Email has been AutoFiled directly into FYI:
     Check your practice's Practice Settings and
     Check your Individual Profile Settings
• Check the Exclusions in Email AutoFile
• Email Thread
• Internal User is set up as a Xero Practice Manager Client or Contact

Email has been filed already by another recipient, that is, by another team member

The email was also sent to another team member who has already filed it.

Solution
Locate the email in a documents list and check the Activity section. This shows the name of the user who filed it. Refer to Viewing Activity on a Document.

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Check your practice's Practice Settings

Practice Settings are incorrect.

Solution
An FYI administrator needs to check your Practice Settings for Email AutoFile that they are set up correctly. Ensure that In Tray Review is enabled and displays the setting as "On". Refer to Email AutoFile Settings and Exclusions.

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Check your Individual Profile Settings

Your individual Profile Settings are not set for "In Tray Review".

Solution
Check that the Autofile mode in your Individual Profile Settings is set to "In Tray Review". If you practice's Practice Settings are set to AutoFile, your Individual settings will override the Practice Settings. Refer to Setting Defaults and AutoFile Defaults for your own Login - My Settings.

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Check the Exclusions in Email AutoFile

The domain of the sender/recipient of the email is in the Exclusion list.

Solution
An FYI administrator needs to check your Practice Settings for Email AutoFile and check the Exclusions tab.

If any domains have been accidentally added to the Exclusion list, or if any are added incorrectly, remove these. Refer to Email AutoFile Settings and Exclusions.

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Email Thread

The email is in a chain of emails in a conversation thread, and Hide Threads is enabled in a list. This hides the underlying conversation thread of emails so you only see the most recent.

Solution
Hide Threads is enabled as the default in your In Tray. To disable this, refer to Managing Email Threads.

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An internal User is set up as a Xero Practice Manager Client or Contact

An internal user is set up as a Xero Practice Manager Client, or as a Client's Contact (and has their email address set up in the Client or Contact record).  If the client has Include in AutoFile set, this can cause emails to not be auto-filed or to file incorrectly.

Solution
Change the email address of the user in the Client or Contact record in Xero Practice Manager. Where the FYI user is a client, this should be set as their personal email, not their work email. 
Or
Turn off the setting Include in AutoFile on the respective client record (Refer to Setting Filing Defaults for a Client).

Refer also to What happens if an internal FYI user is set up as a Client or as a Contact in Xero Practice Manager?.

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