Dr Morton's - Frequently asked questions
Dr Morton's – the medical helpline is a telephone and web-based business providing medical advice to customers.
Dr Morton's
the medical helpline©

Frequently asked questions - Missing e-mail

If your e-mail does not arrive immediately, the first thing we would suggest is that you make a cup or tea or coffee and look again in five minutes. Although our e-mails are sent within milliseconds, an e-mail goes through many servers and routers before it gets to you, and these can cause small delays.

Not getting email from Dr Morton’s?

There can be several reasons why you are not receiving emails from Dr Morton’s. If you aren't getting these emails then please check the following

  • Wrong e-mail address on account. The first thing to check is that you have your email address listed correctly in your account. If you have an incorrect email address then you won't get e-mail from us.
  • Spam filters stopping e-mail from this website. The volume of spam/junk mail/bulk mail has caused all email providers to filter your emails on their mail servers before they deliver them to you. Unfortunately these filters tend to be very aggressive and are far from foolproof. It is possible for email filters to mistake legitimate email for junk - particularly from senders you have not had a business relationship before - so emails you wanted to receive don't get delivered to you.

  • E-mail has been delayed by internet/server problems. Although you are probably used to the idea that e-mail is instantaneous, e-mail does not always arrive immediately. If an e-mail server or relay does not succeed initially, the it will try again after a few seconds or minutes until it succeeds. This may take seconds or even minutes.

How your email providers filtering system works

When someone sends you an email, it first it arrives at your email providers mail server (eg btinternet.com, yahoo.com, hotmail.com, gmail.com, msn.com, etc) where their system filters it by scanning it and checking it for spam. If the email looks legitimate, they then deliver it to your inbox. But, if their filter suspects that the email might be junk, it places it in a separate "junk" folder where you can go in later and review it to decide for yourself if you want to receive it or not. Below, we’ve listed instructions on how to whitelist (allow emails) for the most popular types of email programs. For email programs that run on your PC as well (i.e. Outlook Express or Microsoft Outlook), please see your programs help files for adding the Dr Morton’s email domain @drmortonsmail.co.uk to your address book.

Whitelist Instructions (alphabetically)

  • AOL
    Go to keyword: Mail Controls. Select the screen name we're sending your Dr Morton’s emails to. Click Customize Mail Controls For This Screen Name.
  • BTInternet

    BT Internet is now operated by Yahoo Mail – see Yahoo Mail below

  • Gmail

    New Customers: You will need to add the address, noreply@drmortonsmail.co.uk., to your Gmail Contacts List. Click Contacts along the left side of any Gmail page. Click Add Contact. Copy and paste the address, noreply@drmortonsmail.co.uk. into the primary email address dialog box. Click Save.

    Existing Customers: If you are already a Customer but our e-mails are not getting through, make sure that the e-mail has not been mistakenly marked as Spam. Click Spam along the left side of any Gmail page. Check mark the box next to our e-mail. Click Not Spam button along the top.

  • Hotmail

    Click the Options link, on the main menu tabs, then Safe List. Type: noreply@drmortonsmail.co.uk. in your Safe List. If you see a message that should not be in your Junk Mail folder, click 'This is not Junk Mail' to avoid having e-mail from the same source sent to the Junk Mail folder in the future. 

  • Mozilla Thunderbird
    New Customers 

    You will need to add the address, noreply@drmortonsmail.co.uk. to your Thunderbird Address Book and configure your Junk Mail Controls to white list your address book. Add the address into your Personal Address Book. Click the Address Book button. Make sure the Personal Address Book is highlighted. Click the New Card button. This will launch a New Card window that has 3 tabs: Contact, Address & Other. Under the Contact tab, copy and paste the address, noreply@drmortonsmail.co.uk. into the Email dialog box.

      Click OK.


    White list your Personal Address Book. From the main drop down menu, select "Tools -< Junk Mail Controls..." This will launch the Junk Mail Controls window that has two tabs: Settings and Adaptive Filter Under the Settings tab, update the "White Lists" module by selecting Personal Address Book from the pull down menu and then check mark the box next to "Do not mark messages as junk mail". Click OK.

    Existing Customers 

    Initially, the automatic junk mail detection for incoming messages might not be very accurate and you should check your Junk folder to see our e-mail have been mistakenly detected as junk. To prevent this from happening in the future, you need to mark our e-mail as not junk. Do this by right-clicking on our e-mail and choose "Mark -< As Not Junk".

  • Netscape Mail 

    Netscape Mail Web-Based Email has no filters and spam protection. Therefore, our e-mails will not be mistakenly filtered.

  • Outlook 2003
    New Customers

    You will need to add the address, noreply@drmortonsmail.co.uk., to your Safe Senders list. 

    • On the Tools menu, click Options. 
    • On the Preferences tab, click Junk E-mail. 
    • On the Safe Senders tab, click Add. 
    • In the Add address, copy and paste in the address, noreply@drmortonsmail.co.uk.. 
    Click OK. 

    Existing Customers 

    If the Junk E-Mail Filter accidentally catches our e-mail, you can simply add the address, noreply@drmortonsmail.co.uk., to the Safe Senders list, and no future e-mail from us will be inspected by the filter. 

  • Yahoo! Mail (also BTInternet)

    Yahoo mail filters work on the Yahoo server so your emails are filtered by Yahoo BEFORE they arrive at your computers email program. So, if you've looked inside the spam folder on your computer and the email is not there, it is most probably sitting in your other spam folder on the Yahoo server:

    Open your Yahoo mailbox (http://www.mail.yahoo.com) or BTYahoo mailbox (http://www.bt.yahoo.com).  Click Mail Options.  Click Filters.  Click Add Filter.  In the top row, labelled 'From header:' make sure Contains is selected in the pull-down menu. Click in the text box next to that pull-down menu, then enter the address: noreply@drmortonsmail.co.uk.  At the bottom, where it says "Move the Message To:" select Inbox from the pull-down menu. Click the Add Filter button again.  If Dr Morton’s has been filtered to your "bulk" folder, simply open the message and click on the "This is not Spam" link next to the "From" field.

  • Other providers:

    If DR MORTON’S email is being filtered, try adding noreply@drmortonsmail.co.uk. to your Address Book or Contact list.  If this option is not available, try moving the message to your 'inbox' or forwarding the message to yourself. If subsequent messages continues to be filtered, call or e-mail your ISP's technical support and ask how you can be sure to receive all e-mails from noreply@drmortonsmail.co.uk..  If you use a Web mail system or email application not listed above, the instructions for whitelisting our address will depend on the specific email program you are using.  If you access the help files, instruction manual or customer support, there should be instructions on how to do this. In most cases, just by adding the address, noreply@drmortonsmail.co.uk., to your address book, safe list, white list or contact list will be sufficient. The e-mail's should arrive in your inbox now without any problems. If our e-mail's are not getting to your inbox, then we suggest checking your spam folder, bulk folder or junk folder. If you find our e-mail's, then you will need to find a way to inform your mail application that it is not spam.  Most likely the course of action is to select one of our e-mail's and click on the Not Spam or Not Junk button, if available.  For more information about your mail application, please visit the help section that is associated with your mail application. In a worst case scenario where you cannot get your email to accept our mails no matter how you try to configure your email account spam settings, you will need to specify another email address (in your profile) where we can send email to - one that doesn't filter your email

  • Android

    Open the email in your Gmail app. Tap the contact icon to the left of the sender’s name and email address. Tap “Ok” on the “Add contact” pop-up box. Tap on “Create new contact” at the top of your Contacts list. Enter the sender’s name in the “First name” field. Enter the sender’s email address in the “Email” field.

  • Iphone

    Tap the sender’s name in the “From” line. On the next screen, tap “Create New Contact.” On the third screen, tap “Done” to save the address.