Issues receiving emails.

Question

Hi there, i am not receiving emails from my Car/ Home Insurance company. They are not on a blocked list in Outlook and have added all the emails they send their policies from as a safe sender. Please help me.

Answer 1

Hi Alice,

I received the email with creation of an alias.

Alias created was [PII: Removed]@outlook.com.au to go to [PII: Removed]@live.com.au.

Email the insurance company sent was from [PII: Removed]@ [PII: Removed].com.au to my alias [PII: Removed]@outlook.com.au.

I don't want to have to keep an alias for this to work though.

What does this mean for my regular email [PII: Removed]@live.com.au?

Where do we go from here?

Answer 2

I have tried creating an Outlook.com alias and it says:

This site is temporarily unavailable

This site is temporarily unavailable due to maintenance. Please try again later.

Answer 3

**Hi Alice,

1. Check whether Microsoft cloud storage is full**

• No, it is not full. I have checked. I am also receiving all other emails fine.

2) Check the Focused / Other tabs

The emails aren't in there at all.

3) Check Junk Email and mark the sender as Not junk

The emails are not in Junk.

4) Confirm no rules or forwarding are moving/deleting those messages

I have no rules or forward on for these emails.

----> Just so you know, none of their emails are on my blocked lists and I have marked all [PII: Removed]com.au's emails they would send from as Safe Senders.

5) Ask the sender what happens on their side

The representative for [PII: Removed]advised when something tries to send to my email address, it goes to one server then another and then attempts to get sent to your inbox. Its getting stopped on the first leg by that first Mail "server" and then bounces back on that first leg of its journey and wont go any further. 

6) Optional isolation test: create an Outlook.com alias (same inbox)

I will try this and see.

Answer 4

Hi Jess Hayden

I understand you’re having a problem with not receiving emails from your car/home insurance company in Outlook on the web, even though the sender is not blocked and you’ve already added them as Safe Senders. Could you confirm:

• Whether your Microsoft cloud storage shows full/over quota or not.
• Whether the insurer receives a bounce/undeliverable message (please paste only the error text and mask any addresses).

Please also follow these steps:

1) Check whether Microsoft cloud storage is full

If your Microsoft cloud storage is full, Outlook.com can’t send or receive email. Messages sent to you while storage was full may be bounced back to the sender and unrecoverable. Review your mailbox/cloud storage usage and free up space if needed.

2) Check the Focused / Other tabs

If Focused Inbox is enabled, messages may be routed into Other.

• In your Inbox, check the Other tab.
• If you find an insurer email there, you can move it and optionally choose Always move to Focused.
• Microsoft reference: Focused Inbox for Outlook - Microsoft Support

3) Check Junk Email and mark the sender as Not junk

Even if you’ve added the sender as safe, messages can still land in Junk Email and need training.

• Open Junk Email and look for the insurer’s messages.
• If found, select the message and choose Report > Not junk (or “Mark as not junk”) to move it back.
• Note: Junk mail is retained for 30 days before it is automatically deleted (and may not be recoverable afterward).

4) Confirm no rules or forwarding are moving/deleting those messages

Inbox rules or forwarding can silently move messages out of Inbox.

• Review rules in Outlook on the web: Settings > Mail > Rules.
• Also check whether forwarding is enabled and sending mail elsewhere.

5) Ask the sender what happens on their side

• Ask the insurer whether they receive any bounce / undeliverable message when sending to you.
• If there is no error, but the email still does not arrive, Microsoft guidance is to ask the sender to refer to Sender Support in Outlook.com for deliverability investigation.
• Microsoft reference: Sender Support in Outlook.com - Microsoft Support 

6) Optional isolation test: create an Outlook.com alias (same inbox)

This is a fast way to see whether deliverability is tied to your primary address.

• Create a new Outlook.com alias on the same Microsoft account and have the insurer send to that alias.
• Aliases use the same inbox and account settings, so it’s an easy test without creating a new account.
• Microsoft reference: Add or remove an email alias in Outlook.com - Microsoft Support

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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