Issue with email - junk filtering

Question

Issue with email - junk filtering

Oleksandr Pokryshchenko 0

All incoming mail goes to Junk for over 3 weeks. Even “move to Inbox” rules do not override it. Tested with Gmail and Outlook senders. Indicates mailbox-level spam filter lock. Request escalation for backend spam filter reset.
Canada
long term email - more than 20 years

Oleksandr Pokryshchenko 0 Reputation points

2026-04-05T00:16:07.7033333+00:00

all AI generated advices checked and not working. need to be fixed by human on Microsoft side
Oleksandr Pokryshchenko 0 Reputation points

2026-04-05T14:22:26.8466667+00:00
All incoming mail goes to Junk for over 3 weeks. Even “move to Inbox” rules do not override it. Tested with Gmail and Outlook senders. Indicates mailbox-level spam filter lock. Request escalation for backend spam filter reset. Canada long term email - more than 20 years

all attempts to contact support - 0

all AI generated advices - useless

it is a loop without real support

impossible to get help/support to solve real issue
Oleksandr Pokryshchenko 0 Reputation points

2026-04-05T14:31:09.7933333+00:00
after spending a ton of time received message: "At this stage, the next step is to contact Microsoft Support directly so a human support agent can review the mailbox.

Visit  Contact Us - Microsoft Support

Select the product or service you're having issue with. (For example: Microsoft Office)"

BUT I ALREADY CONTACTED YOU!!!

AND YOU ALREADY KNEW WHAT IS THE PROBLEM!!! WHAT FOR YOU SEND ME THAT STUPID ADVICE??? SOLVE THE PROBLEM!!!
Hornblower409 7,015 Reputation points

2026-04-06T03:07:54.6+00:00

@Oleksandr Pokryshchenko
Not a solution. Just a test to verify that it is the Microsoft Mail Servers that are sending the mail to your Junk folder.

Open one of the emails in Junk that you know should not be there.
Click the "..." More Actions menu and choose View -> View Message Source

This should open a new window that looks something like this:

Look thru the Message Source for:

1 -- The line that starts with Authentication-Results: . Do all of the test show as pass ? e.g. spf=pass dkim=pass etc.

2 -- The X-SID-Result and X-MS-Exchange-Organization-SCL lines. Do they have these values?

X-SID-Result: PASS
X-MS-Exchange-Organization-SCL: 1

Just FYI - Rules do not run on email that is delivered to your Junk folder, that's why your “move to Inbox” rules don't work.
Hornblower409 7,015 Reputation points

2026-04-06T03:21:55.7166667+00:00

@Oleksandr Pokryshchenko
If you do not see any indications that the Microsoft Mail Servers are Junking your mail, some Client checks:

1 -- If you use Outlook Web and send an email to yourself, does it also go to Junk?

Personal (Free) : https://outlook.live.com/
MS 365 (Paid): https://outlook.office.com/

2 -- Verify that you do NOT have Strict Mode enabled.

View -> View Settings -> Mail -> Junk email
Incoming mail handling

3 -- Verify that your Blocked Senders list is empty

4 -- Verify that you have no Active (Enabled) Rules
Winnie-B 7,180 Reputation points Microsoft External Staff Moderator

2026-04-06T04:32:32.95+00:00
Hi Oleksandr Pokryshchenko

I truly understand how upsetting and exhausting this has been. As a community user, I don’t have access to any mailbox‑side tools to “reset” filtering or make service‑side changes to your Outlook.com account.

One quick thing to check: in Outlook on the web, there is a setting that can cause extremely strict behavior, where mail handling doesn’t work as expected. Please re‑check this specific toggle:

Go to Settings > Mail > Junk email

Under Filters, check whether “Trust email from my contacts” is enabled. If it is, please turn it off and click Save.

If contacting Support keeps looping, try going directly to the Microsoft Support contact page:

Type junk filtering issue

Click Get Help

Scroll down and select Contact Support

If sign in page prompted, sign in with any Microsoft personal account

Under Products and services, choose Microsoft 365 and Office

Under Category, select Technical Support

Choose Chat with a support agent in your web browser (during business hours)

I’m really sorry you’ve had to spend so much time repeating yourself. Thanks again for your understanding.

1 answer

Your answer

Oleksandr Pokryshchenko 0 Reputation points

2026-04-05T00:16:07.7033333+00:00

all AI generated advices checked and not working. need to be fixed by human on Microsoft side
Oleksandr Pokryshchenko 0 Reputation points

2026-04-05T14:22:26.8466667+00:00

All incoming mail goes to Junk for over 3 weeks. Even “move to Inbox” rules do not override it. Tested with Gmail and Outlook senders. Indicates mailbox-level spam filter lock. Request escalation for backend spam filter reset. Canada long term email - more than 20 years

all attempts to contact support - 0

all AI generated advices - useless

it is a loop without real support

impossible to get help/support to solve real issue
Oleksandr Pokryshchenko 0 Reputation points

2026-04-05T14:31:09.7933333+00:00

after spending a ton of time received message: "At this stage, the next step is to contact Microsoft Support directly so a human support agent can review the mailbox.

Visit  Contact Us - Microsoft Support

Select the product or service you're having issue with. (For example: Microsoft Office)"

BUT I ALREADY CONTACTED YOU!!!

AND YOU ALREADY KNEW WHAT IS THE PROBLEM!!! WHAT FOR YOU SEND ME THAT STUPID ADVICE??? SOLVE THE PROBLEM!!!
Hornblower409 7,015 Reputation points

2026-04-06T03:07:54.6+00:00

@Oleksandr Pokryshchenko
Not a solution. Just a test to verify that it is the Microsoft Mail Servers that are sending the mail to your Junk folder.

Open one of the emails in Junk that you know should not be there.
Click the "..." More Actions menu and choose View -> View Message Source

This should open a new window that looks something like this:

Look thru the Message Source for:

1 -- The line that starts with Authentication-Results: . Do all of the test show as pass ? e.g. spf=pass dkim=pass etc.

2 -- The X-SID-Result and X-MS-Exchange-Organization-SCL lines. Do they have these values?

X-SID-Result: PASS
X-MS-Exchange-Organization-SCL: 1

Just FYI - Rules do not run on email that is delivered to your Junk folder, that's why your “move to Inbox” rules don't work.
Hornblower409 7,015 Reputation points

2026-04-06T03:21:55.7166667+00:00

@Oleksandr Pokryshchenko
If you do not see any indications that the Microsoft Mail Servers are Junking your mail, some Client checks:

1 -- If you use Outlook Web and send an email to yourself, does it also go to Junk?

Personal (Free) : https://outlook.live.com/
MS 365 (Paid): https://outlook.office.com/

2 -- Verify that you do NOT have Strict Mode enabled.

View -> View Settings -> Mail -> Junk email
Incoming mail handling

3 -- Verify that your Blocked Senders list is empty

4 -- Verify that you have no Active (Enabled) Rules
Winnie-B 7,180 Reputation points Microsoft External Staff Moderator

2026-04-06T04:32:32.95+00:00

Hi Oleksandr Pokryshchenko

I truly understand how upsetting and exhausting this has been. As a community user, I don’t have access to any mailbox‑side tools to “reset” filtering or make service‑side changes to your Outlook.com account.

One quick thing to check: in Outlook on the web, there is a setting that can cause extremely strict behavior, where mail handling doesn’t work as expected. Please re‑check this specific toggle:

Go to Settings > Mail > Junk email

Under Filters, check whether “Trust email from my contacts” is enabled. If it is, please turn it off and click Save.

If contacting Support keeps looping, try going directly to the Microsoft Support contact page:

Type junk filtering issue

Click Get Help

Scroll down and select Contact Support

If sign in page prompted, sign in with any Microsoft personal account

Under Products and services, choose Microsoft 365 and Office

Under Category, select Technical Support

Choose Chat with a support agent in your web browser (during business hours)

I’m really sorry you’ve had to spend so much time repeating yourself. Thanks again for your understanding.

Answer 1

Winnie-B 7,180 Microsoft External Staff Moderator

Hi Oleksandr Pokryshchenko

I understand how frustrating and disruptive it is when all incoming emails are incorrectly routed to Junk, especially for an Outlook.com mailbox you’ve been relying on for over 20 years.

At this stage, the next step is to contact Microsoft Support directly so a human support agent can review the mailbox.

Visit  Contact Us - Microsoft Support
Select the product or service you're having issue with. (For example: Microsoft Office)

User's image

Click Get Home Support

User's image

Type a brief description of your issue in the search box.
Click Get Help and Select Contact Support below.

User's image

Go to the Products and services tab, and choose either Microsoft 365 and Office category or Other Products
On the Category tab, choose Manage My Subscription or other alternatives.
Go to Confirm.
Look for and select "Chat with a support agent in your web browser" (during business hours). Explain your situation clearly.

I truly appreciate your patience and understanding.

Oleksandr Pokryshchenko 0 Reputation points

2026-04-05T14:12:50.1666667+00:00

totally useless advice and instructions - before I wrote here I checked it.
as a result - 0.
Oleksandr Pokryshchenko 0 Reputation points

2026-04-06T17:52:11.71+00:00

totally useless advice and instructions - before I wrote here I checked it. as a result - 0.
Winnie-B 7,180 Reputation points Microsoft External Staff Moderator

2026-04-07T04:52:48.13+00:00

Hi Oleksandr Pokryshchenko

I’m sorry to hear that the previous steps didn’t help, and I understand how frustrating that can be. At this point, please kindly follow the steps I shared earlier to contact Microsoft Support for further assistance. If you have already contacted them or are currently in touch with support, feel free to share any updates.

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Issue with email - junk filtering

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