Emails from tfl.gov.uk are not being delivered in my Hotmail account

Question

I am unable to receive emails from tfl.gov.uk. They have sent three important emails in the last two months, but those were not delivered to my account. I have checked the Junk and other folder; however, emails are not there. I have also checked the email rules and junk email settings but could not find any issue.

Today I made a payment, and the payment acknowledgement email was not delivered to my email account. TFL (Transport for London) has checked their end, there is no bounced-back email at their end. They have confirmed they have the right email address.

They have advised to contact Hotmail.

Kind regards

Answer 1

Hi IKRAM UL HAQ

I understand you’re not receiving any messages from tfl.gov.uk in your Hotmail/Outlook.com mailbox even though the sender sees no bounce, and you already checked Junk/Other, rules, and junk settings. Could you confirm: 

• Your email domain type: is it @hotmail.com / @outlook.com (personal) or a work/school domain?  
• The approximate date/time (with time zone) TfL sent the last missing email and the subject line (no personal data).  
• Whether you have any other mail apps/devices connected via IMAP/POP or any forwarding enabled.  

Please let me know when you have time. Have a lovely day !

Answer 2

Follow these steps to troubleshoot missing emails from tfl.gov.uk in Outlook.com/Hotmail:

1. Check Focused/Other inbox and filters

• In Outlook.com, verify both Focused and Other tabs.
• Ensure no filters are hiding messages (for example, by category or unread).
• If needed, reset sorting to chronological via Filter > Sort > Date so recent messages are visible.

2. Check Junk Email folder and settings

• Open the Junk Email folder and look for any messages from tfl.gov.uk. If any are found, right-click and choose Mark as not junk to move them back to Inbox and train the filter.
• Review Junk Email settings to ensure:
  • tfl.gov.uk is not on the Blocked senders or blocked domains list.
  • There are no settings that would automatically treat most mail as junk.

3. Check blocked senders list

• Sign in to Outlook.com.
• Go to Settings > Mail (or Options) > Blocked Senders or Block and allow.
• Confirm that neither the specific TFL sender address nor the domain tfl.gov.uk is listed. If present, remove it.

4. Check rules and forwarding

• In Outlook.com, review Rules to ensure there is no rule moving or deleting messages from tfl.gov.uk.
• Check Forwarding settings:
  • If mail is being forwarded to another account, confirm the option to keep a copy of forwarded emails in Outlook.com is enabled. If this option is disabled, messages can be forwarded successfully (so TFL sees no bounce) but never appear in the Outlook.com mailbox.

5. Ask the sender to review their side

• Since TFL reports no bounces, ask them to review Microsoft’s guidance for senders: they can use Sender Support in Outlook.com to verify their sending configuration and reputation if messages are being silently filtered before reaching the mailbox.

If, after these checks, messages from tfl.gov.uk still do not appear in Inbox, Other, Junk, or any folder, contact Outlook.com support from within Outlook.com (Help > describe the issue > Still need help?) so support can review server-side filtering or delivery issues for that sender.

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References:

• Can't send or receive email in Outlook.com
• Where are my email messages or calendar events in Mail and Calendar for Windows 10?
• Email is missing from your Outlook.com inbox
• Options > Junk Email
• Receiving email from blocked senders in Outlook.com
• I haven't received any email in Outlook for several months - Microsoft Q&A
• Stopped receiving emails on my account. - Microsoft Q&A