Not receiving email from a specific sender

Question

I have not been receiving emails from a company I have done business with in the past. I have checked my settings and confirmed their domain and email address is listed in my safe senders list but I never receive their emails. They even confirmed my email address multiple times and confirmed dates they sent emails to me but they never came into either my Inbox or Junk folder. This is the only company I have ever had this issue with, what is going on?

Answer 1

Hello

Can you please share their email domain such as @business.com, so I can check their public SPF, DKIM and DMARC records?

Answer 2

For Outlook.com / Outlook on the web, if messages from a specific sender never arrive (not in Inbox or Junk) even though the sender is on the Safe senders list, the issue is typically on the sending side or due to filtering before the message reaches the mailbox.

Do the following checks on the Outlook.com side, then the sender must follow Microsoft’s sender guidance:

1. Verify the messages are not being filtered or moved
   1. Sign in to Outlook.com.
   2. Check Inbox, Junk Email, and Other (if Focused Inbox is enabled).
   3. In Outlook.com, select Filter > Sort > Date to ensure messages are not just appearing out of order.
   4. Check Settings > Mail > Junk email:
      • Confirm the company’s email address and/or domain is in Safe senders and domains.
      • Confirm the company’s address/domain is not in Blocked senders and domains.
   5. Check for rules and forwarding:
      • Go to the rules page (for example via the options link in the activity/rules guidance) and make sure there are no rules moving or deleting messages from that sender.
      • Check forwarding settings to ensure mail is not being forwarded away.
2. Mark any misclassified messages as “not junk” If any of their messages ever appear in Junk Email, right‑click the message and choose Mark as not junk to train the filter.
3. Ask the sender to follow Microsoft’s sender support guidance If all Outlook.com settings are correct and messages still never arrive, the problem is usually with how the sender’s system is delivering mail (e.g., reputation, authentication, or their provider’s configuration). In that case, the sender must:
   1. Confirm that their system is not getting non‑delivery reports or SMTP errors when sending to the Outlook.com address.
   2. Review Microsoft’s guidance for senders and troubleshoot from their side as instructed in Sender Support in Outlook.com.
   Outlook.com guidance explicitly states that if a specific email is not received and there is no visible error, the recipient should contact the sender and ask them to refer to Sender Support in Outlook.com for more information.

Because this only affects one company and all other mail arrives normally, the most likely cause is a delivery or reputation issue on the sender’s side that prevents messages from ever reaching the Outlook.com mailbox, even before junk filtering.

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References:

• Can't send or receive email in Outlook.com
• Filter junk email and spam in Outlook
• Options > Junk Email