Not receiving select emails

Question

I recently have not been receiving emails from certain senders. For example, I need to log in to an account and they want to send me a 6 digit code to verify my identity. When I submit my email, I never receive any email from the sender. It does not end up in my junk mail either. I have looked into ways to fix this and have tried so many options, including my email settings, but nothing seems to work. It is not a sync issue because I get the same emails on my phone as I do on my laptop. This is incredibly frustrating to deal with. I need to access information and I can't. I tried a chat with support and didn't get anywhere with that person either. HELP!!!!

Answer 1

Hi Debbie Damato

Thank you for reaching out to Microsoft Q&A Forum and I’m sorry you’re dealing with this situation. If the steps in the Q&A Assist did not resolve the issue, here are some additional steps that you could try:

1. Check for malicious rules/forwarding 

In Outlook on the web's settings, go to:  

• Settings > Mail > Rules/ Sweep: delete any suspicious rules you did not create 
• Settings > Mail > Forwarding: make sure nothing is forwarding

2. Temporarily disable Focused Inbox

• Go to Settings > Mail > Layout
• Under Focused Inbox section, select "Don't sort my messages" 
• Check if the emails are now arriving in the Inbox
• Clear any search filters/categories so nothing is hidden

3. Create a rule for the sender/domain

• Still in Outlook web, go to Settings > Mail > Rules > Add new rule
• Condition: From contains the exact domain
• Action: Move to Inbox
• Enable “Stop processing more rules”

4. Temporary workaround:

• Use a different email (e.g., Gmail, etc.) for verification temporarily
• Or ask the service if they offer SMS/phone verification instead

You can also see this official source: Email is missing from your Outlook.com inbox - Microsoft Support

Thank you for your understanding and patience. Feel free to let me know how it goes and which steps you've already tried.

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Answer 2

If you're not receiving emails from certain senders and they aren't appearing in your junk mail, there are a few steps you can take to troubleshoot the issue:

1. Check Your Spam Filter: Sometimes, emails can be filtered out by your spam filter. Ensure that the sender's email address is not being blocked or filtered.
2. Whitelist the Sender: If you suspect that emails from specific senders are being blocked, consider adding them to your allow list or safe sender list in your email settings.
3. Review Email Security Software: If you are using any email security software (like Mimecast, Proofpoint, etc.), check if those settings are affecting the delivery of emails from those senders.
4. SPF Records: If you are using a service like Dynamics 365 Customer Insights, ensure that the sender's domain is included in your SPF records to prevent emails from being quarantined.
5. Contact Support: Since you've already tried contacting support, consider reaching out again with specific details about the issue, including the email addresses of the senders and any error messages you may have received.

If the problem persists, it may be beneficial to check with your email service provider for further assistance.

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References:

• Help Identify My Issue with Sending/Receiving Email in Outlook (Automatic Checks)
• Troubleshoot email issues