im not receiving emails

Question

I am not receiving legitimate emails from Kraken.com, email.kraken.com, or Royal Caribbean. I have also experienced similar issues with messages from solidifi.com.

All of these senders are already added to my Safe Senders list, and none of them appear in Junk or any blocked‑sender lists.

Please investigate whether my account is affected by server‑level blocking or filtering. If any server‑side suppression is in place, please remove it unless the sender is confirmed to be malicious.

Thank you for your assistance.

Answer 1

Hi One Source,

Welcome to the Microsoft Q&A forum.

I understand how concerning it can be when legitimate emails from trusted senders do not arrive, especially after you have already added them to your Safe Senders list.

From what you describe, this does not appear to be caused by client‑side settings such as rules, blocked senders, or Junk Email. For Outlook.com personal accounts, some incoming messages may be filtered at the service level before they are delivered to the mailbox. In these cases, the messages do not appear in the Inbox, Junk, or any other folder, and adding a sender to the Safe Senders list does not always override this type of filtering.

It is important to note that in this user‑to‑user forum, there is no visibility into server‑side filtering or the ability to investigate or remove any service‑level suppression on an account. For personal Outlook.com accounts, there is also no message trace or quarantine view available to end users.

Before proceeding, you may briefly confirm the following in Outlook.com to rule out any remaining mailbox‑level causes:

• Sign in to Outlook.com and use the Search box to search for the sender’s domain. Double check Inbox, Junk Email, Deleted Items, Archive, and any custom folders. If Focused Inbox is enabled, check both the Focused and Other tabs.
• Review Settings > Mail > Rules and confirm there are no rules moving or deleting incoming messages.
• Verify your mailbox storage is not full, as a full mailbox can prevent new messages from being delivered.

If the emails still never appear after these checks, the practical actions available to you are:

1, Ask the affected senders to verify their email delivery and authentication

Have the senders (for example, Kraken or Royal Caribbean) confirm that their messages are being accepted by Microsoft’s mail servers and that their domain authentication (SPF, DKIM, DMARC) is correctly configured. This helps rule out sender‑side delivery or reputation issues.

2, Contact Microsoft Support for Outlook.com to report the missing emails

This is the only channel that can review an Outlook.com account for potential service‑level filtering. Steps to contact live chat support:

• Go to Outlook.com and sign in.  
• Click the Help icon (question mark) in the top right corner.  
• In the Help pane that opens, type a brief description of your issue (e.g., "cannot receive emails"), then press Enter.  
• Scroll down the page until you see "Still need help?", click Yes.  
• Select "Chat with a support agent in your web browser."  
• Review the description of your issue and confirm your email address (ensure it's an email you can access).  
• Click Confirm to create the service request and then Start chat to connect with an agent.  

3, Use an alternative contact method temporarily

If the messages are time‑sensitive, consider asking the senders to use a different email address or contact method until the delivery issue is clarified.

I hope this helps clarify why the emails are not visible and what practical next steps are available from here.

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