Why am I not getting emails from safe senders

Question

Why am I not getting emails from safe senders

Wuhan Dansby 20

I have lately not automated emails from a sender on my safe sender's list. How can this be fixed?

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Answer 1

Victor1-V 7,405 Microsoft External Staff Moderator

Hi Wuhan Dansby,

Welcome to the Microsoft Q&A forum.

I understand how frustrating it can be when emails from a sender you trust are not arriving, especially when that sender is already added to your Safe Senders list.

In Outlook.com, the Safe Senders list helps reduce spam filtering, but it does not always guarantee delivery of automated emails. Below are the most common reasons this can happen and what you can check in detail:

Automated email filtering behavior: Automated or system‑generated emails are evaluated differently from personal emails. Even if the sender is on your Safe Senders list, Outlook.com may still filter these messages if they are detected as bulk, automated, or promotional. In this case, Safe Senders reduces filtering but does not fully override the filtering process for automated messages.
Check all relevant folders carefully: Please review not only the Junk Email folder, but also folders such as Other (if Focused Inbox is enabled), Archive, and Deleted Items. Automated emails are sometimes delivered but routed away from the Inbox. If you find one of the messages, opening it and marking it as Not junk can help improve future delivery.
Review Inbox rules and Sweep settings> Go to Settings > Mail > Rules and confirm there are no rules that move, archive, or delete messages from that sender or with similar keywords. Also check Sweep settings, as these can automatically manage recurring or automated emails without appearing as a traditional rule.
Verify the Safe Senders entry: Ensure the sender address or domain is entered correctly under Settings > Mail > Junk email > Safe senders and domains. For automated emails, adding the sending domain (for example, @example.com) is usually more reliable than adding a single email address.

If the emails are consistently not delivered at all, the issue may be related to how the sender’s automated system is configured (such as authentication or reputation settings). These factors are controlled by the sender and cannot be adjusted from the recipient’s Outlook.com account.

I hope this helps explain why this behavior can occur and what you can check on your side. Please feel free to share any additional observations, such as where similar emails are landing, and I’ll be glad to assist further.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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Victor1-V 7,405 Reputation points Microsoft External Staff Moderator

2026-03-14T14:17:45.3366667+00:00

Hi Wuhan Dansby,

I hope you are doing well!

I'm following up to check if you've had a chance to look over my reply.

Please feel free let me know if you need any further assistance. I look forward to hearing back from you.
Victor1-V 7,405 Reputation points Microsoft External Staff Moderator

2026-03-15T13:41:01.5966667+00:00
Hi Wuhan Dansby,

I’d like to add one more option in case the steps above do not resolve the issue.

If you’ve already checked your folders, rules, and Safe Senders settings and the emails are still not arriving, you can reach out to Outlook.com support for further assistance using the steps below:

Go to Outlook.com and sign in to your account.

Select the Help icon (question mark) in the top‑right corner.

In the Help pane, enter a brief description of the issue, such as “cannot receive emails,” then press Enter.

Scroll down and select Yes under “Still need help?”.

Choose “Chat with a support agent in your web browser.”

Review the issue description and confirm an email address you can currently access.

Select Confirm, then Start chat to connect with a support agent.

This allows the support team to review the situation in more detail and check factors that aren’t visible from the forum.

I hope this additional information is helpful.
Wuhan Dansby 20 Reputation points

2026-03-15T13:43:19.0033333+00:00

Thank you. I have reached out to support. They provided me with a note to send to the vendor to troubleshoot the issue on their side.
Victor1-V 7,405 Reputation points Microsoft External Staff Moderator

2026-03-15T13:47:05.4433333+00:00

Thank you for the update.

That’s good to hear, and it sounds like the right next step since the vendor can review the delivery and configuration on their side.

Hopefully they’ll be able to identify what changed and get things back to normal.
Wuhan Dansby 20 Reputation points

2026-03-18T19:18:16.1+00:00

After troubleshooting with Microsoft support, I got the following response from the sender:

Hello,

Thank you for your message and for the detailed explanation.

We have checked our side and there have been no changes to the automated daily report system, and the reports continue to be sent normally. Since you mentioned that Microsoft indicated the messages may be blocked at the server level before reaching your mailbox, this would suggest the issue is occurring within the email provider's filtering system.

As the emails are generated and sent automatically from our side, unfortunately we do not have visibility once the messages leave our servers. We recommend continuing to follow up with Microsoft/Hotmail support so they can review their server-level filtering and allow emails from [Moderator note: PII removed].

As an additional step, you may also try adding the sender address and the darwinex.com domain to your allow/safe list and checking if there are any rules or filters that could be affecting the delivery.

Please let us know if the issue persists and we will be happy to assist further.
Victor1-V 7,405 Reputation points Microsoft External Staff Moderator

2026-03-19T13:32:31.3633333+00:00

Hi Wuhan Dansby,

Thank you for sharing the response you received from the sender.

Based on what they confirmed, it appears the automated reports are still being sent normally from their side and that there are no changes in their configuration. As they mentioned, once those messages leave the sender’s servers, delivery and filtering decisions are handled by the receiving mail provider, and they no longer have visibility at that point.

Since you’ve already worked with Outlook.com support and the sender has now verified their setup, there may not be additional actions available from the account settings side. In cases like this, delivery can still be affected by server‑level filtering or reputation checks that occur before a message reaches the mailbox, even when the sender is allow‑listed.

At this stage, the best next step is to continue following up with Outlook.com support if the reports remain missing, as they are the only channel that can review server‑level filtering behavior in more detail. From the forum side, there isn’t a way to override or manually adjust that type of filtering.

Thank you for keeping the thread updated, and I hope the issue can be resolved soon.

Answer 2

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Answer 3

John Kirkby 0

If the email as coming from @gmail, @outlook, @yahoo etc, this should not be happeing.

However, if mails are from a custom domain @mydomain, Microsoft may detect that as spam if the incoming domain has not been setup correctly using SPF, DKIM and DMARK.

This is what the mail host of a custom domain needs to do

https://learn.microsoft.com/en-us/defender-office-365/email-authentication-spf-configure

Wuhan Dansby 20 Reputation points

2026-03-14T14:24:55.8966667+00:00

The sender is a company. I'm not sure they are going to add a protocol to their systems based on a request from a customer.
John Kirkby 0 Reputation points

2026-03-24T02:49:40.8333333+00:00

If this company that is sending you the email has other customers it should be concerned that others are also not receiving their information.

You can check on their behalf, I wrote an article on the subject showing how you can use the free mxtoolbox site to check if the senders email has been correctly configures for DMARC, SPF and DKIM

https://itechwa.com.au/how-to-stop-email-going-to-junk-or-spam-folder/

I hope this helps and gives you some clarification

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Why am I not getting emails from safe senders

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