Please check your email service settings and the email address registered with Jicoo.
If you are not receiving emails from Jicoo, please check the following points and take the appropriate action.
1. Check if the email is in your spam/junk folder
Emails from Jicoo may sometimes be filtered into your email service's spam or junk folder.
What to do
Open the spam/junk folder in your email service. If you find the email from Jicoo there, please mark it as "not spam" or move it to your inbox to ensure future delivery.
You can search for emails from Jicoo using the sender domain @reply.jicoo.com.
For instructions on how to manage spam for major free email services, please refer to the following:
Gmail: Mark or unmark Spam in Gmail
Yahoo! Mail: Manage spam and junk mail in Yahoo Mail
iCloud Mail: Manage junk mail in Mail on iCloud.com
2. Check if your email inbox is full
If your email inbox is full, you may not be able to receive new emails.
What to do
Check the storage capacity of your email inbox. If it is full, please delete unnecessary emails to free up space.
3. Check if you have email rejection settings enabled
If you are using a carrier email address (e.g., from a mobile provider), settings such as "reject emails from PCs" or "reject emails with URLs" may prevent you from receiving Jicoo emails.
What to do
Please configure your email service settings to allow emails from the reply.jicoo.com domain.
Instructions for specific Japanese carriers:
docomo: Access "受信リスト／拒否リスト設定｜NTTドコモ" (Receive List/Block List Settings | NTT docomo) and add reply.jicoo.com to your receive list.
au: Access "受信リスト設定｜au" (Receive List Settings | au) and add reply.jicoo.com to your receive list. If you still cannot receive emails, try changing your "なりすまし規制｜au" (Spoofing Prevention | au) settings.
Softbank: Access "受信拒否・許可設定｜ソフトバンク" (Reception Deny/Allow Settings | Softbank) and add reply.jicoo.com to your allowed list.
For non-carrier emails (e.g., Google Workspace)
Google Workspace: Refer to "Add IP addresses to allowlists in Gmail" (Google Workspace Admin Help) and add the sender IP addresses 159.183.207.224 and 159.183.70.211 to your allowlist.
4. Check if the email address registered with Jicoo is correct
If the email address registered with Jicoo is incorrect, you will not receive emails from us.
What to do
If you can log in to Jicoo: Check your registered email address. If it is incorrect, please change it to the correct one.
If you have logged in before but forgot your password: Please follow the procedure to reset your password. If you do not receive the password reset email, check if the email address you entered on the reset screen is correct.
If your registered Jicoo email address is unusable: If you can no longer access the email address registered with Jicoo for any reason, please change it to a correct, accessible email address.
5. Check if your email address format is unsupported
If your email address uses one of the following formats, you may not be able to receive emails from Jicoo.
The email address does not comply with RFC standards: If the email address format does not comply with RFC (Request for Comments) standards, you may not receive Jicoo emails. To comply with RFC, the address must meet all the following conditions:
Uses only half-width alphanumeric characters, periods (.), hyphens (-), and underscores (_).
Does not use a symbol at the beginning of the email address or immediately before the @ symbol.
Does not use two or more symbols consecutively.
Tip: RFC (Request for Comments) refers to documents published by the IETF (Internet Engineering Task Force) that define international technical standards for the internet.
The email address contains uppercase letters: Jicoo converts all registered email addresses to lowercase. For example, if you register "
JiCoo@reply.jicoo.com", it will be converted to "jicoo@reply.jicoo.com". Therefore, if your receiving email server distinguishes between uppercase and lowercase letters, you may not be able to receive emails from Jicoo.
What to do
If you can log in to Jicoo: Please change your registered email address. In your Jicoo personal settings, change it to an email address that complies with RFC standards and uses only lowercase letters.
6. If the problem is not resolved
We can check the system's sending status. Please contact our chat support and provide them with the email address in question.