Cannot Move Blocked Emails

Question

Microsoft 365 Outlook keeps blocking service@[PII: Removed].com and no matter what I try, I cannot move them to the inbox without them being blocked again. And possibly they will continue to get blocked in the future. I have done everything that the AI has told me to do. Help?

Answer 1

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Hi Jason at VG

I understand PayPal emails are being repeatedly treated as blocked/junk in Outlook on the web (Outlook.com), and you cannot keep them in the Inbox even after following the AI steps. Please kindly confirm:

• Is this a personal Outlook.com mailbox (for example, @outlook.com / @hotmail.com) or a work/school Microsoft 365 mailbox?
• Where do the PayPal messages land after they “snap back” (Junk Email, Deleted Items, or another folder)?

Meanwhile, please also:

1) Confirm the message is truly from PayPal

If you still receive email from a “blocked” sender, the sender may be hiding the real email address, and you can confirm this by reviewing the internet message headers. To view headers in Outlook on the web: open the message, select More actions, then View > View message details.

• Reference: Receiving email from blocked senders in Outlook.com 
• Reference: View internet message headers in Outlook

2) Check Inbox rules that may be moving PayPal mail automatically

• Outlook on the web supports rules that can move/delete messages automatically, so it’s important to verify there isn’t a rule affecting PayPal messages. Go to Settings > Mail > Rules and review/disable any rule that moves PayPal mail to Junk/Deleted/Archive, then test again with a new PayPal email.
• Reference: Manage email messages by using rules in Outlook

3) Check whether automatic forwarding is enabled

• Verify forwarding is not enabled (or is configured as intended) in Settings > Mail > Forwarding.
• Reference: Turn on or off automatic forwarding in Outlook.com

4) Add PayPal to Safe senders (to reduce junk filtering for known senders)

• Add the sending address/domain to Safe senders and domains to prevent messages from being moved to Junk.
• Reference: Safe Senders in Outlook.com

5) Check if there is a known Outlook.com issue matching your symptom

If there’s an active incident related to Junk/Blocked behavior or message actions, follow the workaround listed in: Fixes or workarounds for recent issues on Outlook.com

Please tell me how it goes. If the problem persists, please don’t hesitate to reply to this thread and I will be happy to help. Have a lovely day!  

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Answer 2

Follow these steps in Outlook on the web/Outlook.com to stop messages from ******@paypal.com being blocked and sent to Junk:

1. Remove PayPal from Blocked Senders and Domains
   1. In Outlook on the web or Outlook.com, select Settings (gear icon).
   2. Select Mail > Junk email.
   3. Under Blocked senders and Blocked domains (or Blocked senders and domains), look for any entries like:
      • ******@paypal.com
      • paypal.com
   4. Select each PayPal-related entry and choose Delete/Remove (trash icon).
   5. Select Save.
2. Check Blocked Senders from Other Places If using Outlook.com/Outlook on the web with Mail and Calendar for Windows 10 or classic Outlook as well, verify PayPal is not blocked there:
   1. Sign in to Outlook.com or Outlook on the web.
   2. Select Settings > Options or Mail.
   3. Go to Blocked Senders or Block and allow.
   4. Remove any PayPal-related addresses or domains, then save.
3. Add PayPal as a Safe Sender (to prevent future blocking) After unblocking, add the address/domain to Safe Senders so messages are not treated as junk in the future. In Outlook on the web/Outlook.com:
   1. Go to Settings > Mail > Junk email.
   2. Under Safe senders or Safe senders and domains, add ******@paypal.com (and optionally paypal.com).
   3. Select Save. For more details, see Add recipients of my email messages to the Safe Senders List (linked from the junk email article).
4. Move Existing PayPal Messages Out of Junk
   1. Open the Junk Email folder.
   2. Select the PayPal message.
   3. Use Not junk / Not spam or move it to Inbox. This helps train the filter, but it only works reliably if the address/domain is not on the blocked list and is on the safe senders list.

If PayPal is removed from all blocked lists and added to Safe Senders, new messages from that address/domain should go to the Inbox instead of being blocked.

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References:

• Filter junk email and spam in Outlook
• Block or unblock senders in Outlook
• Where are my email messages or calendar events in Mail and Calendar for Windows 10?