cannot receive particular email from external

Question

Hello

Please i need your help on this issue.

One of my customer cannot receive particular email from external.

Cannot receive particular email from external with the domain XXXXX.xero.com and also cannot find the email from the trace message.

Want to know whether is Office 365 block or how.

Answer 1

Hello, @IniobongNkanga-8038

Welcome to the Microsoft Q&A platform!

Based on the error message, the issue might be related to Office 365 email filtering or blocking settings. Start by checking the Tenant Allow/Block List in the Microsoft Defender portal to ensure the domain XXXXX.xero.com isn’t blocked and add both @xero.com and @post.xero.com to the safe senders list to prevent emails from being marked as spam. Also, verify that email authentication (SPF, DKIM, and DMARC) is correctly configured to avoid triggering false positives.

If you have already run an email trace in the Office 365 Admin Center and found no information on the email, it may indicate that the message is being blocked by Microsoft’s backend systems. In this case, review the spam filter policies in Microsoft Defender for Office 365 to ensure they are appropriately set, and if the issue persists, it could warrant further investigation from an elevated support level.

For additional support, we recommend contacting Microsoft technical support directly, using the Office 365 Admin Center by navigating to Support → New Service Request. The Microsoft support engineers are equipped with the proper escalation channels and additional resources to investigate backend issues that don’t show up in normal traces.

For guidance on raising a ticket, refer to the article: Get support - Microsoft 365 admin | Microsoft Learn.

(Note: If you are not the tenant admin, please contact your IT administrator to perform these actions (see How do I find my Microsoft 365 admin? - Microsoft Support for reference).)

Should you need more help on this, you can feel free to post back. 

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Thank you for your support and understanding.

Best Wishes,

Alex Zhang