Users not receiving B2C email verification code

Question

Users not receiving B2C email verification code

Michael Hughes 16

We have just moved our B2C implementation to PROD and done some migrations but are finding that some users are not receiving email verification codes to let themselves into their account. I have checked with them that it's not hitting their spam box and have used my own personal email addresses to test it out.

The following domains seem to have issues (all related to the ISP virgin media):
@virginmedia.com
@ntlworld.com
@blueyonder.co.uk
@virgin.net

We have also had this issue with an email address associated with @icloud.com

What's the solution to this issue it is causing an increase in inbound calls to try to resolve issue.

Godwin Daniel 1 Reputation point

2022-10-27T17:21:06.537+00:00

Are these verification emails ? are you using userflows or custom policies, perhaps sendgrid?
Michael Hughes 16 Reputation points

2022-10-28T08:05:20.957+00:00

Yes these are the email verification codes. We are using custom policies and we aren't using sendgrid for the emails. All our b2c emails are just sent by Microsoft.

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Godwin Daniel 1 Reputation point

2022-10-27T17:21:06.537+00:00

Are these verification emails ? are you using userflows or custom policies, perhaps sendgrid?
Michael Hughes 16 Reputation points

2022-10-28T08:05:20.957+00:00

Yes these are the email verification codes. We are using custom policies and we aren't using sendgrid for the emails. All our b2c emails are just sent by Microsoft.

Answer 1

Givary-MSFT 35,621 Microsoft Employee Moderator

@Michael Hughes Just wanted to check does the issue still persists, if yes can you help with correlation id/time stamp/tenant name/tenant id details to investigate further.

Michael Hughes 16 Reputation points

2022-10-31T10:00:56.967+00:00

Hi Givary,

Here are some details of one I have just tried that hasn't come through. I have had one previously requested last week only come through friday morning into the spam folder at 5am so it appears there is some delay to inboxes run by Virgin Media. I have been unable to test if this issue is still present with iCloud and Mac.com addresses.

Activity Date - 10/31/2022, 9:45 AM
Activity Type - Send verification email
Correlation ID - 0dc52a86-46f0-4bc4-be42-fde26e7f4045
TenantID - 1Plus1Loans2.onmicrosoft.com

Let me know if you need any more information to help resolve this issue.
Givary-MSFT 35,621 Reputation points Microsoft Employee Moderator

2022-10-31T10:47:17.78+00:00

@Michael Hughes Thank you for sharing these details, let me investigate from my end, however wanted to check did you try to repro the issue with other email apart from mentioned above (email not from ISP virgin media), what is the result/outcome of it?
Michael Hughes 16 Reputation points

2022-10-31T10:54:27.767+00:00

Hi again @Givary-MSFT ,

I have tested Gmail (@grigogon@gmail.com .com) and Microsoft Exchange emails and they arrive correctly in the main inbox near instantly. I will re-test icloud domain emails as soon as I get the chance. I can also confirm my test email to a @virginmedia.com address from earlier has eventually made it to the spam folder and took approx 20-30 mins to arrive which isn't ideal for our customer journey. Hopefully we can get this delay and mismarked mail sorted.
Givary-MSFT 35,621 Reputation points Microsoft Employee Moderator

2022-10-31T11:25:33.983+00:00

@Michael Hughes Reviewed the backend logs ( based on the correlation id provided ), I can see the email has been sent successfully from our systems to the end user, would request you to check with ISP virgin media for further investigation on why there is a delay in receiving emails.
Michael Hughes 16 Reputation points

2022-11-01T12:53:00.027+00:00

Hi @Givary-MSFT , Yes it appears emails do eventually make it through but the delay isn't helpful for our customers or tech support agents. I have attempted to get in contact with Virgin through some sort of means but we do not have a contact for business relations - Also at the end of the day the emails come from a microsoft domain/email address so I think it's probably for Microsoft to sort with Virgin Media and to figure out why <******@microsoftonline.com> is greylisted. We do not have this issue with any of our company email addresses whether for transactional or marketing. This issue is solely with Azure B2C and Microsofts email verification.
John Sibly 0 Reputation points

2023-09-19T08:07:05.7333333+00:00

Hi Givary-we're having this issue too with a fairly large userbase, and are getting a lot of complaints from customers from these domains. Do you have any advice on how to resolve?
Jeroen Dronkers 0 Reputation points Microsoft Employee

2023-12-11T12:35:01.02+00:00

With the B2C emails you can use the default template, or a custom template which allows you to specify the From address domain you want as per:
Custom email verification with Mailjet - Azure AD B2C | Microsoft Learn
Any issue you might currently experience should be resolved after configuring Microsoft.com as default [FROM address] domain. Some external providers do not accept these emails when they are sent from the Microsoftonline.com domain.
If that does not resolve the issue, please raise a Service Request with Microsoft Support.

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Users not receiving B2C email verification code

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