Not Receiving Emails from Luma

What to do when sign-in codes, confirmation codes, or other Luma emails aren’t reaching you.

If a Luma email isn’t showing up — a sign-in code, a Confirm Access code, a registration confirmation, or a notification — use the steps below.

This article is about emails you aren’t receiving. If you’re a host and your guests aren’t getting your emails, see Email Delivery + Open Troubleshooting.

Check the Email on Your Account

Make sure the address on your Luma account is the one you’re checking. If you’ve changed email recently, codes and confirmations go to the address saved in your account settings, not the one you’re reading from.

Check Spam or Junk

Add these senders to your contacts so future emails land in your inbox:

support@luma.com — sign-in codes, confirmation codes, and account emails
noreply@luma-mail.com — event and calendar notifications

Work or Corporate Email

If you use a work email address and the message isn’t in spam or junk, your company may have additional email filtering outside your inbox — a security gateway that holds messages before they reach you.

Ask your IT team to:

Check for held messages from support@luma.com or noreply@luma-mail.com.
Allowlist support@luma.com, noreply@luma-mail.com, luma.com, and luma-mail.com.

Then request a fresh code or email from Luma.

Getting some Luma emails but not sign-in codes?

If other Luma emails arrive but the sign-in code never does, allowlisting the sender may not be enough. Many corporate security systems hold verification-code emails for extra scrutiny, even when other mail from the same sender — like host notifications, which also come from support@luma.com — lands fine.

Check your quarantine. Many companies (for example, those using Proofpoint or Mimecast) send a periodic quarantine or “held messages” digest where you can release a message yourself, without waiting on IT. The sign-in code is in the subject line — “123456 is your Luma sign-in code” — so search your quarantine or held mail for “Luma sign-in code.”
If you can’t self-release, ask IT to release the specific held sign-in code message and to allow verification-code emails from support@luma.com — not just to allowlist the sender.

Once you’re signed in, add a personal email address at luma.com/settings as a backup, so a future code can reach you even if your work filter holds one.

Still Not Getting Emails?

If your address was marked as bounced — or you previously marked a Luma email as spam — we stop sending to it until you reactivate. To fix that, follow the unbounce steps to reactivate your address.