Agent - My buyer is using Gmail and not receiving the payment request email.

If you have sent a TrustFunds payment request to your buyer's Gmail and they are unable to find it, please first have them check their Spam folder or search in "All Mail" for an email from @trustfunds.us.com. If they do find it there, please have them mark it as Not Spam and go ahead and click on the "Submit Earnest Money Payment" link.

If they are still unable to locate the email, please log in to your TrustFunds Agent account, go to the Transactions page and locate the request. Click "Edit Name/Email" to double check the email address it was sent it to and if needed correct it, but either way, resend it from there by clicking "Save and Send". Please ask your buyer to check their Spam folder again or search for the email.

If they still cannot find it, here is one method that has helped other Gmail users receive emails from us:

  1. Log in to your Gmail account on laptop/desktop
  2. In the Search bar at the top, click the "sliders" icon on the right to Show Search Options.
  3. In the FROM section, type: *@trustfunds.us.com
  4. Click CREATE FILTER.
  5. Check NEVER SEND IT TO SPAM and ALSO APPLY FILTER TO # MATCHING CONVERSATIONS.
  6. Click CREATE FILTER again.

Once that is done, please resend the email from your Transactions page.

With a filter like this, our emails are more likely to get through without issue, and it also (hopefully) helps to "teach" Gmail's servers that the emails are NOT spam and should be delivered for other users of Gmail as well. If you or your team hear of more issues with Gmail or other email providers, please direct your members our way via email (support@trustfunds.us.com) or our help center (support.trustfunds.us.com) and our team can help out.

If your buyer is still unable to receive the email, please see if you can try a different email address. Feel free to reach out to our Support Team for assistance! 

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