This is common for some email providers and is linked to their level of security within their personal email set up. As our 'Palace Email Domain' isn't a well-known source like Gmail or Outlook etc. emails sent out of Palace can be identified as potential SPAM. For some email providers, they automatically filter emails to the recipient's JUNK/SPAM folders, others block them all together and/or restricts how much can be received eg. email will be received fine, however, attachments may be dropped off.
Firstly get your client to check their Spam or Junk inbox- If your email has gone into either of these inboxes your client needs to mark your email address as "Safe" and/or ''Not Spam''.
Services like Gmail, Outlook.com and Yahoo! Mail block email to protect you from unwanted or malicious email such as phishing, scams and spam. In this case, they are mistaking the email that you've sent from Palace as spam or applied to their junk mail.
To avoid this from happening we suggest that you ask your clients to get their email provider to unblock or whitelist your email address.
If you are using our Email Domain, the address that needs to be whitelisted is your domain address which is in this format -
Palace Live/Server - administrator@ENTER YOUR DOMAIN NAME HERE.rentals-mail.com
Palace Liquid - email@example.com
If you are not using our Email Domain, the address that needs to be whitelisted is your personal address
We recommend you to send a bulk email out of Palace to your clients on how to white list your Palace email address to avoid any missed emails.
Please click the following, for more information on How to White List your Email address