******@monzo.com

Question

Hello,

I believe I may have accidentally marked emails from ******@monzo.com (Monzo Bank) as spam.

I have checked my Outlook Junk folder and my Blocked Senders list, and the address is not blocked,

but I am still not receiving any emails from it. I have added ******@monzo.com to my email safe list.

This email is essential for my banking login and security notifications.

Could you please check whether emails from ******@monzo.com or the monzo.com domain are

being filtered or blocked on your end, and help restore delivery?

Thank you.

Answer 1

Hi, I understand how important those Monzo emails are for your banking access, so let’s figure this out together.

The most common reason this happens is that the emails are getting filtered before they reach your inbox, either by Outlook’s junk filter or by a server-level policy.

Since you’ve already checked your Junk folder and confirmed the address isn’t blocked, the next step is to make sure the domain monzo.com is on your Safe Senders list and that there aren’t any inbox rules moving or deleting those messages.

If you’re using a work or Microsoft 365 account, it’s possible the emails are being quarantined by Exchange Online Protection, so your IT team may need to whitelist the domain.

Can you confirm if you’re on a personal Outlook account or a company-managed one?

Also, have you tried searching your entire mailbox for “monzo.com” to see if any messages landed in unexpected folders?

Regards,
Aron

Answer 2

If you are not receiving emails from the address you mentioned, even after adding it to your safe list and checking that it is not blocked, there are a few steps you can take:

1. Check Junk Folder Again: Sometimes, emails can still end up in the Junk folder. Ensure that you check it regularly.
2. User Reporting: If you suspect that emails are being incorrectly filtered, you can report the issue. Users can report messages as "not junk" using the Microsoft Message Add-in or the Outlook buttons.
3. Admin Actions: If you have admin access, you can check the User reported tab on the Submission page to see if there are any reported messages from that domain. Admins can also submit these messages to Microsoft for analysis to understand why they were blocked.
4. Allow Entry: If necessary, you can create an allow entry for the sender or domain to mitigate the problem. This can be done through the Microsoft Defender for Office 365 settings.
5. Message Trace Tool: Use the message trace tool to track the emails and see what happened to them. This can provide insights into whether they were marked as spam or filtered out.

If the issue persists, consider reaching out to Microsoft Support for further assistance.

---

References:

• How to handle Legitimate emails getting blocked (False Positive), using Microsoft Defender for Office 365
• Microsoft 365 services for external email senders