how to check blocked email addresses not showing up in the blocked list

Question

I am trying to get into my Canva account, they have sent multiple account reset emails and I am not receiving them, nor are they blocked. I have their addresses saved in my address book and added to the safe sender list. Did too many people report them as spam so they are on a bad list?

Answer 1

Hi @Kim Swanson

Thank you for posting your question in the Q&A Forum.

I understand the frustration. Since you’ve already checked your Junk folder and added the sender to your Safe Senders but the emails are still "missing," it means they are likely being stopped at the "front gate" of the mail server before they even reach your individual mailbox. 

Because the Q&A Assist above already covered the basic settings, let’s look at the more advanced reasons why this happens. The solution depends on your email type: 

If you are using a Business/Work Email (Microsoft 365) 

Your emails may be intercepted at the tenant level (server-side). This happens when organizational anti-spam filters flag a sender with a high Spam Confidence Level (SCL), causing the email to be dropped before it hits your inbox. 

Your IT Administrator needs to perform a Message Trace. This is a back-end search that shows exactly what happened to the email (e.g., if it was filtered by a security policy or rejected at the gateway). 

You may provide this official documentation to your IT team so they can track the missing emails for you: Message trace in the new EAC in Exchange Online | Microsoft Learn 

If you are using a Personal Email (@outlook.com, @hotmail.com) 

Standard personal users do not have access to Message Trace. If the email isn't in your Junk folder, it means the provider has filtered it entirely at the service level due to the sender's current reputation. 

Please wait for 2–4 hours and try sending the request again. Sometimes sending servers are temporarily throttled, and retrying later can bypass the temporary block. 

I hope this helps you track down those missing emails.

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Answer 2

To check if email addresses are blocked and not showing up in the blocked list, you can follow these steps:

1. Check the Junk or Spam Folder: Ensure that the emails from Canva are not being directed to your Junk or Spam folder. Sometimes, legitimate emails can be misclassified as spam.
2. Safe Senders List: Since you have already added the email addresses to your Safe Senders list, this should help in preventing them from being blocked. However, ensure that there are no conflicting settings in your email filtering rules that might override this.
3. Tenant Allow/Block List: If you are using a service like Microsoft 365, check the Tenant Allow/Block List to see if the email addresses are inadvertently blocked there. If they are, you can remove them from the block list.
4. IP Allow List: If you suspect that the emails are being filtered due to IP address issues, consider checking if the IP addresses of the sending servers are on any block lists. You can add them to the IP Allow List if necessary, but be cautious as this can increase the risk of receiving spam.
5. Contact Support: If you continue to have issues, consider reaching out to your email provider's support for further assistance. They may be able to provide insights into why the emails are not being received.

It's possible that if many users reported emails from Canva as spam, their sending reputation could be affected, which might impact email delivery to your inbox.

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References:

• Email notifications from sharing events aren't delivered to recipients
• Create sender allowlists for cloud mailboxes