Suddenly a bunch of important emails are going to JUNK

Question

Suddenly a bunch of important emails are going to JUNK

George Tasedan 0

All of the sudden, very important emails that I interact with on a daily basis are being sent to JUNK. I am reversing the emails by hitting "not junk", sometimes it makes me hit that button twice for the emails to go back to the inbox. Also, some of these emails are already added to my preferred emails list. This has come out of nowhere, and I am just having to go into JUNK on a daily basis because that is where they are all going now.

George Tasedan 0 Reputation points

2025-07-07T14:43:26.75+00:00

Hi Virgil, I am the IT department. I have no anti-spam policies, have made no changes or modifications to mail-flow rules, nor have I made any custom changes upon purchasing a subscription to use outlook with Microsoft. If possible, let's move forward to the next thing we can check. Thanks
Vergil-V 1,185 Reputation points Microsoft External Staff Moderator

2025-07-09T09:27:13.72+00:00

Hi George Tasedan

Thank you for the update
Before we move on to the next troubleshooting steps, I’d like to provide a quick recap of what we’ve done so far:
In Outlook on the web, there are no mailbox rules configured, and the Junk Email settings do not contain any elements that would redirect messages to the Junk folder.

You’ve confirmed that there are no anti-spam policies in place and no recent changes to mail flow rules.

Moving to the next step: Conduct a message trace in Exchange Online

To further investigate why the message was marked as Junk and delivered to the mailbox, the next recommended action is to perform a message trace in Exchange Online. This will help identify the message’s journey, including any filtering or routing decisions made during delivery. You can follow this official guide for detailed instructions: Message trace in the new EAC in Exchange Online | Microsoft Learn

Since we’ve already applied the most common troubleshooting steps and the underlying issue is still unclear, I recommend the following options for more specialized assistance:

Option 1: Submit a Service Request: The Global Admin should create a service request with Microsoft support to get advanced technical assistance and diagnostics. For detailed instructions on how to get support, please refer to Get support - Microsoft 365 admin | Microsoft Learn.
Option 2: Call Microsoft Support: For additional assistance, use this link to find the appropriate contact number: Customer service phone numbers - Microsoft Support

Option 3: Contact a Reseller (if applicable): If your Office 365 subscriptions are managed through a federated partner or reseller and the Global Admin cannot open a service request, they should contact the reseller’s support provider. The reseller can assist with initiating the request and coordinating with the Office 365 support team.

When providing information to the support agent, you can share the link to this thread as a quick summary. It will help them understand the steps you've already taken to investigate the issue, making the support process smoother and more efficient.

I hope this information helps guide you at least partially toward finding a solution.
Vergil-V 1,185 Reputation points Microsoft External Staff Moderator

2025-07-11T11:27:55.2533333+00:00

Hi @George Tasedan

Good day. I’m following up regarding the issue where important emails were incorrectly delivered to your Junk folder.
Have you had a chance to contact our Support Team for further assistance? If your issue has been resolved, it would be greatly appreciated if you could share the cause or solution. This information could be very helpful to other forum members who may encounter a similar problem.

Thank you for your cooperation
Vergil-V 1,185 Reputation points Microsoft External Staff Moderator

2025-07-14T06:20:19.65+00:00

Hello @George Tasedan
I hope this message finds you well.
I’m following up regarding the issue where important emails were being incorrectly delivered to your Junk folder. I wanted to check if you’ve had a chance to contact our Support Team for further assistance.
If your question or concern has been addressed, please consider marking any helpful responses as accepted answers. Doing so helps others in the community find useful guidance more easily and keeps the conversation productive for everyone.
George Tasedan 0 Reputation points

2025-07-14T14:45:03.4766667+00:00

Hi Virgil, I was under the assumption this was the support team, that's why I reached out. No, I have not resolved the issue. it continues to happen unfortunately.
Vergil-V 1,185 Reputation points Microsoft External Staff Moderator

2025-07-15T06:52:44.69+00:00

Hi @George Tasedan
I'd like to quickly clarify that I'm a forum moderator, not a member of the direct support team. To get the best assistance with your situation, I highly recommend reaching out to our dedicated support team. They have access to a wider range of resources and tools compared to what's available to us here on the forums, and they'll be able to investigate your specific issue more thoroughly.

Thanks for your understanding!

1 answer

Your answer

George Tasedan 0 Reputation points

2025-07-07T14:43:26.75+00:00

Hi Virgil, I am the IT department. I have no anti-spam policies, have made no changes or modifications to mail-flow rules, nor have I made any custom changes upon purchasing a subscription to use outlook with Microsoft. If possible, let's move forward to the next thing we can check. Thanks
Vergil-V 1,185 Reputation points Microsoft External Staff Moderator

2025-07-11T11:27:55.2533333+00:00

Hi @George Tasedan

Good day. I’m following up regarding the issue where important emails were incorrectly delivered to your Junk folder.
Have you had a chance to contact our Support Team for further assistance? If your issue has been resolved, it would be greatly appreciated if you could share the cause or solution. This information could be very helpful to other forum members who may encounter a similar problem.

Thank you for your cooperation
Vergil-V 1,185 Reputation points Microsoft External Staff Moderator

2025-07-14T06:20:19.65+00:00

Hello @George Tasedan
I hope this message finds you well.
I’m following up regarding the issue where important emails were being incorrectly delivered to your Junk folder. I wanted to check if you’ve had a chance to contact our Support Team for further assistance.
If your question or concern has been addressed, please consider marking any helpful responses as accepted answers. Doing so helps others in the community find useful guidance more easily and keeps the conversation productive for everyone.
George Tasedan 0 Reputation points

2025-07-14T14:45:03.4766667+00:00

Hi Virgil, I was under the assumption this was the support team, that's why I reached out. No, I have not resolved the issue. it continues to happen unfortunately.
Vergil-V 1,185 Reputation points Microsoft External Staff Moderator

2025-07-15T06:52:44.69+00:00

Hi @George Tasedan
I'd like to quickly clarify that I'm a forum moderator, not a member of the direct support team. To get the best assistance with your situation, I highly recommend reaching out to our dedicated support team. They have access to a wider range of resources and tools compared to what's available to us here on the forums, and they'll be able to investigate your specific issue more thoroughly.

Thanks for your understanding!

Answer 1

Vergil-V 1,185 Microsoft External Staff Moderator

Hi George Tasedan
Thank you for reaching out to the Microsoft Q&A forum!
Based on your description, I understand that an important email was incorrectly delivered to your Junk folder, and the reason for this is unclear. I’m here to help you resolve this issue.
To assist you more effectively, could you please provide a screenshot of your mail rules in Outlook Web App (OWA)? This will help us determine if any existing rules might have caused the email to be redirected. You can refer to the example image below for guidance:
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For more detailed guidance on managing email messages using rules in Outlook, please refer to the following Microsoft Support article: https://support.microsoft.com/en-us/office/manage-email-messages-by-using-rules-in-outlook-c24f5dea-9465-4df4-ad17-a50704d66c59#bkmk_web_edit
If you have any updates or additional details, please don’t hesitate to share them. Your feedback is invaluable and will help us find the best possible solution for you.

Looking forward to your response!

George Tasedan 0 Reputation points

2025-06-25T14:51:10.53+00:00

please see attached for a screenshot of my rules page
George Tasedan 0 Reputation points

2025-06-25T14:51:39.0033333+00:00
Vergil-V 1,185 Reputation points Microsoft External Staff Moderator

2025-06-27T11:32:00.5933333+00:00

Hi George Tasedan

***Please understand that our forum is a public platform, and we will modify your image to cover your organization domain name in the description. Please notice to hide these personal or organization information next time you post error or some information to protect personal data. ***

Thank you for providing additional information about your inbox rules.

From the screenshot you shared, I can confirm that you're using the Outlook desktop app on Mac. However, to assist you further, I’ll need a screenshot of the Rules section in Outlook Web App (OWA). You can access this by opening any browser on your device, signing in to your Outlook account at https://outlook.office.com, and navigating to Settings > Mail > Rules. OWA is generally more reliable and stable, and rules created there are server-side, meaning they take effect before syncing to your devices.

Additionally, could you please confirm whether the emails being sent to Junk are coming from the same domain?

If they are, it's possible there's an issue with the sender's domain reputation. You may want to ask the sender to review their SPF, DKIM, and DMARC settings to ensure their emails are properly authenticated.

Please don’t hesitate to share any updates or questions. I’m here to help!
George Tasedan 0 Reputation points

2025-06-27T16:07:05.87+00:00

thank you, I understand, I appreciate you blocking that out. I have attached the screen shot of rules from the web browser.
George Tasedan 0 Reputation points

2025-06-27T16:07:13.3633333+00:00
Vergil-V 1,185 Reputation points Microsoft External Staff Moderator

2025-06-30T02:00:44.13+00:00

Hello George Tasedan

Thank you again for the update. I really appreciate it.

From the screenshot you shared of your Inbox Rules in OWA, I can clearly see that no rules have been created, which helps narrow down the issue.

To continue troubleshooting, could you please share a screenshot of your Junk Email settings in OWA? Here’s what to check:

1. Incoming Mail Handling

Please ensure the setting is set to “Standard” (as shown in the example image below).

2. Trust Mail from My Contacts
In the next section, make sure to check the box for “Trust email from my contacts”.

3. Safe Senders
Under the “Senders” section, add any email addresses or domains that you want to ensure do not go to Junk.

4. Blocked Senders and Domains

Please double-check this section to make sure no important senders are accidentally listed here.

For a detailed walkthrough, refer to this Microsoft support article: Filter junk email and spam in Outlook - Microsoft Support

If you've configured all the above settings and the problem still occurs, I recommend contacting your IT department to review:
Your organization’s anti-spam policies.
Any mail flow rules (transport rules) that might be affecting delivery

Here are two helpful Microsoft documentation links for IT teams:
Manage mail flow rules in Exchange Online | Microsoft Learn
Configure spam filter policies - Microsoft Defender for Office 365 | Microsoft Learn

I hope this information helps you resolve the issue. Please feel free to share any updates or questions — I’m here to assist!
Vergil-V 1,185 Reputation points Microsoft External Staff Moderator

2025-07-02T03:26:20.06+00:00

Hi @George Tasedan
May I ask if there have been any updates regarding the issue where important emails were incorrectly delivered to your Junk folder?
Have you had a chance to review the responses shared so far?
I’d appreciate any updates you can provide, and please let me know if there’s anything further I can do to assist. If you found my reply helpful, I'd appreciate it if you could mark it as an answer.
Thank you for your patience and cooperation.
George Tasedan 0 Reputation points

2025-07-03T18:10:22.1+00:00

I have checked those settings and they all seem to be set correctly.
Steven-N 3,840 Reputation points Microsoft External Staff Moderator

2025-07-04T11:32:27.7066667+00:00
Nice to meet you, George Tasedan
In case you may have missed it while reviewing the previous response, could you please confirm whether you’ve contacted your IT department to review the following:

Your organization’s anti-spam policies.

Any mail flow rules (transport rules) that might be affecting delivery

It’s very important for us to fully understand your situation so we can provide the most accurate and effective solution for your case.
Thank you for your cooperation and understanding.
Vergil-V 1,185 Reputation points Microsoft External Staff Moderator

2025-07-07T04:23:15.12+00:00

Hello George Tasedan
Hope you're having a good day.
Circling back on our recent discussion. To help us nail down the solution, we really need to know if your IT department has checked your anti-spam policies and any mail flow rules that might be affecting delivery. Getting this info will let us move ahead quickly.

Looking forward to your update!

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Suddenly a bunch of important emails are going to JUNK

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