Failed Mail Merged e-mails

Question

Failed Mail Merged e-mails

Peter Brown 20

I have recently attempted to send e-mails via Microsoft Outlook with a Word merge document and Access database table data source. The e-mail text is as follows:

Member Number: «MemNumber»

Dear «Firstname_Init»

This is a polite reminder to advise that your five-year subscription purchased in 2021 expires on 30/06/2026 which means renewal will be due on 01/07/2026.

The Society very much appreciates your support, and it is hoped that you will continue your membership. You are, of course, free to renew in whichever way suits you best, but many members find it easiest to renew through the Members’ Area on our website.

Please note 5-year subscription rate increase to £65 for UK and £90 for Overseas for 2026-27.

If you encounter any problems, please contact me on the e-mail address shown below.

I hope this has been helpful.

Despite rewording the merge doc several times after seven attempts and even attempting to send the messages one at a time, the e-mails are being blocked, with the following failure message:

Your message did not reach some or all of the intended recipients.

Subject: 5-year Subscription Expiry

Sent: 03/05/2026 13:42

The following recipient(s) cannot be reached:

This is most frustrating. It seems somewhat ironic that Microsoft include super capable features in 365, i.e. mail merge e-mails, then build in other features preventing their use.

Any assistance to achieve an easy to follow work around would be much appreciated.

Kind regards

[Moderator note: personal info removed]

Peter Brown 20 Reputation points

2026-05-06T11:42:26.0033333+00:00

Dear JP

type of account - @btinternet.com

Steps as follows:

1.      In Access membership database, create the recipient list via a make-table query (containing only necessary data to achieve the mail merge) and close the database.

2.      Produce merge doc in Word

a.       Insert merge fields

b.       From Mailings tab select Start Mail Merge and, from drop-down, select Email Messages

3.      In Word, select Mailings > Select Recipients > Edit Recipient List

a.       Deselect all

b.       Click on OK (to link the list to the merge doc for future use).

4.      With merge doc open, select Edit Recipient List – if list exceeds 20 recipients, select first 20 and click OK.

5.      Select Finish and Merge, in the drop-down…

6.      Select Send email messages and, in dialog box, insert subject and ensure that under Send Records ensure that All is selected.

7.      Select OK.

8.      Observe merge fields until all records have been processed.

9.      Monitor outbox until empty.

10.   Repeat steps 4-9 until all messages sent.

Currently if I manually type in the email, then send the email to that recipient, the message sticks in the Outbox but this may be a separate issue.

Using Microsoft 365 Apps for business, Outlook Classic Microsoft® Outlook® for Microsoft 365 MSO (Version 2604

Build 16.0.19929.20106) 64-bit, Word version Microsoft® Word for Microsoft 365 MSO (Version 2604 Build

16.0.19929.20106) 64-bit.

I hope the above is what you need.
Peter Brown 20 Reputation points

2026-05-06T12:15:35.42+00:00

The email sent with manually typed email address also failed.
Jayden-P 22,730 Reputation points Microsoft External Staff Moderator

2026-05-06T12:15:37.68+00:00

Hi Peter Brown

Thanks for your information.

If you manually type in the email, then send the email to that recipient, the message sticks in the Outbox. This could indicate the problem from your account.

May I ask how did you set up your @btinternet.com account? With IMAP or POP protocol?

If you send the email and it goes to Outbox, which means SMTP server has some issue. Please verify port and server name. BT Email server settings | BT Help

Note: This information is provided as a convenience to you. These sites are not controlled by Microsoft, and Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information found there. Please ensure that you fully understand the risks before using any suggestions from the above link.
Peter Brown 20 Reputation points

2026-05-06T12:50:09.3133333+00:00

Hi JP

The email sent with manually typed email address also failed.

Incoming Mail Server: mail.btinternet.com

Port: 993, this should be automatically populated by selecting the SSL encryption

SSL Encryption: Enabled but not STARTTLS
Jayden-P 22,730 Reputation points Microsoft External Staff Moderator

2026-05-06T12:57:07.7333333+00:00

Hi Peter Brown

Please try remove and re-add your account with this smtp setup. SMTP port will be used when you send emails.
Peter Brown 20 Reputation points

2026-05-06T13:05:48.99+00:00

I don't feel sufficiently technically competent to do that. My current SMTP settings are identical to those shown in your message.
Jayden-P 22,730 Reputation points Microsoft External Staff Moderator

2026-05-06T13:09:26.5766667+00:00

Hi Peter Brown

Can you please try logging in your webmail provider and try to send a new email? Can you send a new email there?
Peter Brown 20 Reputation points

2026-05-06T13:17:22.4066667+00:00

Yes, I sent two e-mails, both of which cleared the Outbox and showed in Sent.
Jayden-P 22,730 Reputation points Microsoft External Staff Moderator

2026-05-06T13:35:27.47+00:00

Hi Peter Brown

So, you are able to send email in your webmail but not in Classic Outlook, right? If yes, which means Outlook cannot reach to your SMTP server, so Outlook cannot send emails.

Please try add a new Outlook profile, then set up your account again. Create an Outlook profile - Microsoft Support
Peter Brown 20 Reputation points

2026-05-06T13:40:58.4733333+00:00

Ok, I will do that but must leave this issue at present and return later. Can I do this by following the link in your most recent message?
Jayden-P 22,730 Reputation points Microsoft External Staff Moderator

2026-05-06T13:43:24.07+00:00

Hi Peter Brown

Yes, you can follow the instructions in the link I provided.

Please take your time, I will be here to assist you with the next step.
Jayden-P 22,730 Reputation points Microsoft External Staff Moderator

2026-05-08T08:28:58.2266667+00:00

Hi Peter Brown

Is there any news from you?
Peter Brown 20 Reputation points

2026-05-08T10:57:37.93+00:00

Hi JP

Not yet - I will get back to it tomorrow.
Jayden-P 22,730 Reputation points Microsoft External Staff Moderator

2026-05-08T11:06:56.4066667+00:00

Hi Peter Brown

I look forward for your update.
Peter Brown 20 Reputation points

2026-05-09T14:12:26.24+00:00

Hi JP

I just sent one of the e-mails from my mail merge group but not via mail merge and, as previously my emails were failing as recipients' domains were rejecting them as spam or phishing or malware, I changed the subject line, and this single e-mail was not rejected. However I then attempted to send to the remaining intended recipients via mail merge, with the amended subject line, but all nine were rejected as spam or phishing or malware.

You mentioned in a previous e-mail about creating a new profile and then setting up my account again. I have created a new profile on both devices but need guidance on setting up account again. Can you help with this please?
Jayden-P 22,730 Reputation points Microsoft External Staff Moderator

2026-05-09T15:24:50.2433333+00:00

Hi Peter Brown

Can you please provide the error code and message when you server rejects your email? With this, I will have more information why your emails got blocked.

From this page, you will enter the email address and choose manually setup by tick the box.

Next, choose IMAP provider and fill in the port and server names:

Then enter your account's password of app password if your provider requires.
Peter Brown 20 Reputation points

2026-05-09T18:58:38.0566667+00:00

Hi JP

The error code and message I receive is as follows:

...the above is the same for all.

I hope this helps.

Answer accepted by question author

Jayden-P 22,730 Microsoft External Staff Moderator

Hi Peter Brown

It helps a lot; after looking the exact error message, it looks like the issue is from BT mail provider.

I have come across several discussions on BT forum and here is some the information I gathered:

This error could occur when there's a suspicious link in the email message.
Try disconnecting your hub from line for half an hour or so to get a different IP address that might work.
Create a word document that includes the link, then send the document as an attachment,
Reaching out to BT support team or BT forum to get further assistance.

Some discussions that are relevant:

https://community.bt.com/t5/General-email-queries/Bounced-e-mail/td-p/2441287

https://community.bt.com/t5/General-email-queries/550-spam-or-phishing-or-malware/m-p/2280865#M104132

https://community.bt.com/t5/General-email-queries/550-spam-message/td-p/2438248

Note: This information is provided as a convenience to you. These sites are not controlled by Microsoft, and Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information found there. Please ensure that you fully understand the risks before using any suggestions from the above links.

I hope this information will help you with the next steps.

Peter Brown 20 Reputation points

2026-05-10T08:23:47.09+00:00

Hi JP

Thanks for this. My experience is similar to some of the other BT customers in that sending multiple e-mails resulting from a mail merge doc used not to be a problem. The rejection issue is a relatively new problem - last couple of years.

I will thoroughly explore solutions suggested on the BT forum before anything else.

Thanks again for your patience and valuable assistance.
Jayden-P 22,730 Reputation points Microsoft External Staff Moderator

2026-05-10T14:54:03.99+00:00

Hi Peter Brown

I'm glad to hear that the information I provided could help you in some way.

If you also found my support helpful, please kindly mark my answer as accepted answer and up vote for it.

Warm thanks.

2 additional answers

Your answer

Peter Brown 20 Reputation points

2026-05-06T11:42:26.0033333+00:00

Dear JP

type of account - @btinternet.com

Steps as follows:

1. In Access membership database, create the recipient list via a make-table query (containing only necessary data to achieve the mail merge) and close the database.

2. Produce merge doc in Word

a. Insert merge fields

b. From Mailings tab select Start Mail Merge and, from drop-down, select Email Messages

3. In Word, select Mailings > Select Recipients > Edit Recipient List

a. Deselect all

b. Click on OK (to link the list to the merge doc for future use).

4. With merge doc open, select Edit Recipient List – if list exceeds 20 recipients, select first 20 and click OK.

5. Select Finish and Merge, in the drop-down…

6. Select Send email messages and, in dialog box, insert subject and ensure that under Send Records ensure that All is selected.

7. Select OK.

8. Observe merge fields until all records have been processed.

9. Monitor outbox until empty.

10. Repeat steps 4-9 until all messages sent.

Currently if I manually type in the email, then send the email to that recipient, the message sticks in the Outbox but this may be a separate issue.

Using Microsoft 365 Apps for business, Outlook Classic Microsoft® Outlook® for Microsoft 365 MSO (Version 2604

Build 16.0.19929.20106) 64-bit, Word version Microsoft® Word for Microsoft 365 MSO (Version 2604 Build

16.0.19929.20106) 64-bit.

I hope the above is what you need.
Peter Brown 20 Reputation points

2026-05-06T12:15:35.42+00:00

The email sent with manually typed email address also failed.
Jayden-P 22,730 Reputation points Microsoft External Staff Moderator

2026-05-06T12:15:37.68+00:00

Hi Peter Brown

Thanks for your information.

If you manually type in the email, then send the email to that recipient, the message sticks in the Outbox. This could indicate the problem from your account.

May I ask how did you set up your @btinternet.com account? With IMAP or POP protocol?

If you send the email and it goes to Outbox, which means SMTP server has some issue. Please verify port and server name. BT Email server settings | BT Help

Note: This information is provided as a convenience to you. These sites are not controlled by Microsoft, and Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information found there. Please ensure that you fully understand the risks before using any suggestions from the above link.
Peter Brown 20 Reputation points

2026-05-06T12:50:09.3133333+00:00

Hi JP

The email sent with manually typed email address also failed.

Incoming Mail Server: mail.btinternet.com

Port: 993, this should be automatically populated by selecting the SSL encryption

SSL Encryption: Enabled but not STARTTLS
Jayden-P 22,730 Reputation points Microsoft External Staff Moderator

2026-05-06T12:57:07.7333333+00:00

Hi Peter Brown

Please try remove and re-add your account with this smtp setup. SMTP port will be used when you send emails.
Peter Brown 20 Reputation points

2026-05-06T13:05:48.99+00:00

I don't feel sufficiently technically competent to do that. My current SMTP settings are identical to those shown in your message.
Jayden-P 22,730 Reputation points Microsoft External Staff Moderator

2026-05-06T13:09:26.5766667+00:00

Hi Peter Brown

Can you please try logging in your webmail provider and try to send a new email? Can you send a new email there?
Peter Brown 20 Reputation points

2026-05-06T13:17:22.4066667+00:00

Yes, I sent two e-mails, both of which cleared the Outbox and showed in Sent.
Jayden-P 22,730 Reputation points Microsoft External Staff Moderator

2026-05-06T13:35:27.47+00:00

Hi Peter Brown

So, you are able to send email in your webmail but not in Classic Outlook, right? If yes, which means Outlook cannot reach to your SMTP server, so Outlook cannot send emails.

Please try add a new Outlook profile, then set up your account again. Create an Outlook profile - Microsoft Support
Peter Brown 20 Reputation points

2026-05-06T13:40:58.4733333+00:00

Ok, I will do that but must leave this issue at present and return later. Can I do this by following the link in your most recent message?
Jayden-P 22,730 Reputation points Microsoft External Staff Moderator

2026-05-06T13:43:24.07+00:00

Hi Peter Brown

Yes, you can follow the instructions in the link I provided.

Please take your time, I will be here to assist you with the next step.
Jayden-P 22,730 Reputation points Microsoft External Staff Moderator

2026-05-08T08:28:58.2266667+00:00

Hi Peter Brown

Is there any news from you?
Peter Brown 20 Reputation points

2026-05-08T10:57:37.93+00:00

Hi JP

Not yet - I will get back to it tomorrow.
Jayden-P 22,730 Reputation points Microsoft External Staff Moderator

2026-05-08T11:06:56.4066667+00:00

Hi Peter Brown

I look forward for your update.
Peter Brown 20 Reputation points

2026-05-09T14:12:26.24+00:00

Hi JP

I just sent one of the e-mails from my mail merge group but not via mail merge and, as previously my emails were failing as recipients' domains were rejecting them as spam or phishing or malware, I changed the subject line, and this single e-mail was not rejected. However I then attempted to send to the remaining intended recipients via mail merge, with the amended subject line, but all nine were rejected as spam or phishing or malware.

You mentioned in a previous e-mail about creating a new profile and then setting up my account again. I have created a new profile on both devices but need guidance on setting up account again. Can you help with this please?
Jayden-P 22,730 Reputation points Microsoft External Staff Moderator

2026-05-09T15:24:50.2433333+00:00

Hi Peter Brown

Can you please provide the error code and message when you server rejects your email? With this, I will have more information why your emails got blocked.

From this page, you will enter the email address and choose manually setup by tick the box.

Next, choose IMAP provider and fill in the port and server names:

Then enter your account's password of app password if your provider requires.
Peter Brown 20 Reputation points

2026-05-09T18:58:38.0566667+00:00

Hi JP

The error code and message I receive is as follows:

...the above is the same for all.

I hope this helps.
Peter Brown 20 Reputation points

2026-05-10T08:23:47.09+00:00

Hi JP

Thanks for this. My experience is similar to some of the other BT customers in that sending multiple e-mails resulting from a mail merge doc used not to be a problem. The rejection issue is a relatively new problem - last couple of years.

I will thoroughly explore solutions suggested on the BT forum before anything else.

Thanks again for your patience and valuable assistance.
Jayden-P 22,730 Reputation points Microsoft External Staff Moderator

2026-05-10T14:54:03.99+00:00

Hi Peter Brown

I'm glad to hear that the information I provided could help you in some way.

If you also found my support helpful, please kindly mark my answer as accepted answer and up vote for it.

Warm thanks.

Answer 1

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

Hi Peter Brown

First, I apologize for this inconvenience, I know this must be affecting your workflow a lot. I will try my best to assist you.

May I ask which type of account are you using? (@yourdomain.com, @outlook.com, @hotmail.com, or another provider)

You mentioned you used Access database as data source. Can you please provide the exact steps so I can reproduce your case?

If you manually type in the email, then send the email to that recipient, does it work? This will help me narrow down if the issue is from the email address or mail merge.

Please provide your Outlook and Word version as well.

I look forward for your reply.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Answer 2

The symptoms match a mail merge to email that completes in Word but fails to hand messages off correctly or deliver them from Outlook. Based on the provided information, use these checks and workarounds:

Confirm Outlook type and MAPI support

Classic Outlook for Windows is required for reliable mail merge and MAPI-based sending.
New Outlook for Windows is not MAPI-compliant and cannot be used for mail merge or for sending files directly from Office apps. If New Outlook is set as default, mail merge and “Share via email” scenarios can fail or behave inconsistently.
Ensure Classic Outlook is installed and set as the default mail client before running the merge.

Avoid New Outlook as default mail client

If New Outlook is currently the default, switch back to Classic Outlook and then re-run the mail merge.
When New Outlook is default, Office apps can show MAPI failures or silently fail to send mail-merge messages.

Run the merge from Word with Outlook Classic

Start Classic Outlook.
In Word, use the Mailings tab and run the mail merge to email as usual, with Outlook Classic as the active/default mail client.
If Outlook mail merge hangs or fails to initialize Word, try:
- Starting Classic Outlook as Administrator once, then performing the mail merge, then restarting Outlook in normal mode.
- Or starting Classic Outlook as Administrator, closing it, then starting it normally and running the mail merge. This can fix permissions/registry issues that block mail merge.

Use Word/Excel data source as an alternative

If the Access-based merge is problematic, export the Access table to an Excel CSV or worksheet and use that as the data source in Word:
- Export contacts/data from Access to Excel.
- In Word, use Mailings → Select Recipients → Use an Existing List and point to the Excel file.
- Complete the merge to email from Word with Outlook Classic.

Check for blocked messages in Classic Outlook

If any previous attempts were made while New Outlook was in use, messages may be stuck in the Outbox of Classic Outlook and will send as soon as Classic Outlook is brought online.
Before reconnecting, put Classic Outlook in Offline mode or disconnect from the internet if those old attempts should not be sent.

If sharing/attachments from Office show MAPI errors

MAPI failures when sharing directly from Word/Excel/PowerPoint are another sign that New Outlook is default.
Switching the default mail client to Classic Outlook resolves these MAPI failures and allows Office apps and mail merge to send via Outlook Classic.

After ensuring Classic Outlook is the default MAPI client and re-running the mail merge from Word (optionally using Excel instead of Access), the messages should be handed off correctly and appear in Sent Items, rather than failing with generic “cannot be reached” errors.

References:

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Failed Mail Merged e-mails

2 additional answers

Your answer