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.

• An 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
• Email has been Autofiled using your practice's Practice Settings
• Email has been Autofiled using your Individual Profile Settings
• Domain of the sender/recipient is set in the Exclusions in Email AutoFile
• Email is in a chain of emails in a Thread

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 that client has Include in AutoFile set, this will then AutoFile the email.

Solution
For details of how to solve this, refer 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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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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Email has been Autofiled using your practice's Practice Settings

One of the AutoFile setting for your Practice Settings may be incorrectly set.

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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Email has been Autofiled using 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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Domain of the sender/recipient is set in the Exclusions in Email AutoFile

If the domain of the sender/recipient of the email is in the Exclusion list, the emails will be excluded.

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 is in a chain of emails in a 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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