A journalist replied to your pitch, but the reply does not show in the Unibox (your shared inbox in JournoFinder). The most common cause is that the reply is only on the All tab. Work through the checks in this article in order.
Start with a search. Search looks through all your mail, including Archived and Spam.
In the Unibox, click the Search icon (a magnifying glass) at the top right of the list.
Enter the journalist's name or email address, then press Enter.
Click the reply in the results to open it.
If search finds the reply, the checks in this article explain why it was not in your inbox.
Check the All tab
What you see: The reply is not on the Primary tab. If Primary is empty, the list shows “No campaign mail yet”.
Why it happens: Primary only shows conversations linked to one of your campaigns. All shows every email in the folder, campaign or not. A reply is linked to a campaign when it answers the campaign email in the same conversation.
How to fix:
Above the list, click All. If Primary is empty, you can click Show all mail instead. The Unibox remembers this choice the next time you open it.
Check the Archived folder
What you see: The conversation is not in All Inboxes on either tab.
Why it happens: Someone archived the conversation in the Unibox. A new reply does not move an archived conversation back to the inbox. It stays in Archived. On a mailbox shared with your team, a teammate may have archived it. Archiving applies to everyone who can see that mailbox.
How to fix:
At the top left of the list, click the view name (it shows All Inboxes by default).
Click Archived.
Open the conversation.
In the reading pane header, click the Move to inbox icon. The conversation goes back to All Inboxes.
Check the Spam folder
What you see: The reply is not in All Inboxes or Archived.
Why it happens: Gmail or Outlook filed the reply as spam. A reply that goes to spam does not show in the inbox views. The Spam folder only shows emails from the last 30 days.
How to fix:
At the top left of the list, click the view name.
Click Spam.
To move the reply to your inbox, open Gmail or Outlook and mark it as not spam. Outlook calls this Not junk. There is no spam button in the Unibox.
After you mark it as not spam, the reply shows in All Inboxes.
Check whether the journalist started a new conversation
What you see: The reply is on the All tab but not on Primary. It shows as its own conversation, apart from your pitch.
Why it happens: The journalist started a new email instead of replying to yours. JournoFinder cannot link that email to your campaign.
How to fix:
Click All above the list to see it. You can read and reply to it there like any other conversation.
Check that the mailbox is connected
What you see: No new replies arrive for one mailbox. Click the view name at the top left of the list. In the list of mailboxes, that mailbox shows a red “Disconnected” label. If you open a conversation from it, the reply box says “Your email account is disconnected. Reconnect in Settings to send replies.”
Why it happens: JournoFinder can no longer sign in to the mailbox. While it is disconnected, new emails to it do not reach the Unibox.
How to fix:
Reconnect the mailbox. Mailbox shows "Reconnect" or "Not sending or receiving" has the steps.
Wait for missed mail to arrive. After you reconnect, we fetch the inbox and sent emails the mailbox received while it was disconnected, up to 30 days back.
Still not working?
If you still cannot find the reply, contact support. Send us:
the mailbox address the journalist replied to
the journalist's email address
the subject of the reply
the date and time the reply arrived in Gmail or Outlook
a screenshot of the reply in Gmail or Outlook