Not receiving NBI Clearance verification email in Outlook account

Question

Hi, I am trying to complete my NBI Clearance online registration, but I am not receiving the verification email in my Outlook account. I already checked Spam, Junk and Deleted folders, but no email received. I also tried requesting the verification email again, but still same issue. Other emails are coming normally, only this verification email is not showing. Is there any Outlook setting that can block or delay this type of email? Any help will be appreciated. Thanks.

Answer 1

Hi Abdul, 

I hope you’re doing well today.  

Based on the information you shared that you are not receiving the NBI Clearance verification email in your Outlook on the web account, even after checking your Spam, Junk, and Deleted folders and requesting the email again. 

This issue may occur when Outlook places automated emails into Junk Email, a different inbox view such as the Other tab, or another folder affected by mailbox rules. In addition, if the sender address or domain has not yet been recognized as trusted, Outlook may treat that message differently even though your other emails are being delivered normally.  

Below are some workable options that might be the most appropriate for your current situation. If you don't have a permission, please contact your IT's administrator to follow this steps below:     

Option 1: If you are an end-user, please try the step below first  

1/ Review Junk Email settings and allow the sender 

• Sign in to Outlook on the web and open Settings. 
• Go to Mail and then select Junk email. 
• Check the Blocked senders and domains list and confirm that the NBI sender address or domain is not listed there. 
• If you know the sender email address or domain, add it under Safe senders and domains and save the change. 
• After that, request the verification email again.  

2/ Check mailbox rules and inbox sorting 

• Open Settings, then go to Mail and select Rules. 
• Review whether any rule is moving, deleting, or redirecting incoming messages automatically. 
• If you find a rule that may affect verification emails, temporarily disable it and save the update. 
• Next, check both the Focused and Other tabs in your inbox, since Outlook can sort messages between these two views. 
• If needed, temporarily turn off Focused Inbox and request the email once more.  

3/ Search all folders and confirm sender details 

• Use the Outlook search bar and search for keywords such as NBI, verification, or the sender address if available. 
• Make sure you search across all folders, not only the Inbox. 
• Please also review Archive and Junk Email again after a few minutes. 

If the email still does not arrive, please contact the NBI Clearance support team and ask them to confirm the exact sender address, sender domain, and whether the verification message was successfully sent to your correct Outlook email address.

Option 2: If you don't have an admin right, please contact your IT's administrator to follow these steps below:  

1/ Run message trace (admin only)   

• Please involve your tenant admin to run a message trace in the Exchange Admin Center (EAC). This will help determine whether the email was ever received by EOP and provide visibility into its delivery status. Run a message trace and view the results in the Exchange admin center in Exchange Online | Microsoft Learn      
• If the trace shows no record of the email, it confirms that the message did not reach Exchange and may have been blocked or failed at the connector level.     

2/ Review mail flow rules and anti-spam settings     

Sometimes, mail flow rules or spam filters may prevent emails from reaching the inbox.    

• Go to the Exchange Admin Center.    
• Navigate to Mail Flow > Rules and check for any rules that might redirect or block incoming emails.    
• Also review Anti-Spam Policies under Microsoft 365 Defender > Policies & Rules.    

Make sure there are no filters or rules targeting the affected user’s mailbox.   

3/ Check accepted domains:    

• In EAC, go to Mail flow > Accepted domains.    
• Ensure that the user's email domain is correctly listed as an "Authoritative" accepted domain. If it's not, or if there's a misconfiguration, it could prevent incoming mail.    

4/ Check individual mailbox settings:    

• Junk Email Settings (Outlook/OWA): While less likely to completely block all incoming mail, an aggressive junk mail setting or a large "Blocked Senders" list could be preventing legitimate emails. Have the user check their own blocked senders list in Outlook/OWA.    
• Mailbox Quota: Is the user's mailbox full? If so, they won't be able to receive new emails. Check their mailbox quota and usage in EAC under Recipients > Mailboxes.    

5/ Check for Account Restrictions    

After an account compromise, Microsoft may automatically restrict email capabilities to protect the environment.   

• Visit the Restricted Users page: Security & Compliance    
• If the user appears on this list, follow the prompts to remove the restriction.    

This action ensures the account is no longer blocked from receiving messages.    

If the issue persists after these checks, ask your IT administrator to submit a support request directly to Microsoft Support team. In this cases, further investigation may be required at the service level, which is not accessible through standard administrative tools. 

The Microsoft Support team has the capability to review backend service behavior, analyze logs not available to administrators, and identify any underlying issues affecting message delivery.     

A support ticket can be created via the following link: Get support - Microsoft 365 admin | Microsoft Learn 

In case you do not know who is your IT admin, kindly refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support    

Or you can contact them via phone number to Microsoft Support: Customer service phone numbers - Microsoft Support - Select your country/region own phone number for support.   

As community moderators, we appreciate your understanding that our access to internal development details is limited. Our primary role is to guide users toward the appropriate resources and support channels. While we may not have visibility into deeper backend analysis, we’ll continue doing our best to support you within the scope of our responsibilities.           

I hope this information is helpful. Please follow these steps and let me know if it works for you. If you have any updates regarding the issue, please feel free to share them with me.            

Thank you for your patience and your understanding. I look forward to continuing the conversation.  

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Answer 2

Try the following checks in Outlook on the web to see if the NBI verification messages are being blocked, filtered, or diverted:

1. Check Junk Email and filters
   • In Outlook.com / Outlook on the web, review the Junk Email folder again.
   • In Settings → Mail → Junk email, review:
     • Blocked senders and domains: if the NBI sender address or its domain is listed, remove it.
     • Safe senders and domains: add the NBI sender/domain here so future messages are trusted.
   • If any NBI message appears in Junk, right‑click it and choose Mark as not junk so similar messages go to Inbox next time.
2. Check rules and forwarding
   • In Outlook.com / Outlook on the web, check Rules to see if any rule is:
     • Moving messages to another folder (including RSS or Archive), or
     • Deleting messages automatically.
   • Disable or delete any rule that could match the NBI sender or subject.
   • Check Forwarding settings to ensure mail is not being forwarded to another address.
3. Check the “Other” tab and sort order
   • If Focused Inbox is enabled, check both Focused and Other tabs.
   • Make sure the message list is sorted by Date (Filter → Sort → Date) so new items are not hidden in the middle of the list.
4. Confirm the account is receiving other mail normally
   • Since other messages arrive, Outlook is generally working, but if only this sender is affected, the issue may be on the sender side (NBI mail system, reputation, or delivery to Microsoft).
   • If all Outlook settings above look fine and the email still does not arrive, contact NBI support and ask them to check their delivery logs or consult Microsoft’s Sender Support in Outlook.com guidance.
5. Storage and connection checks (if using Outlook.com mailbox)
   • Ensure Microsoft cloud storage/mailbox is not full; if it is, new messages (including verification emails) can be bounced and are unrecoverable.

If, after these checks, only NBI messages are missing, the most likely cause is a sending or reputation issue on the NBI side rather than an Outlook setting, so escalation to NBI’s support is required.

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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?
• Issues sending and receiving email
• Stopped receiving emails on my account. - Microsoft Q&A

Answer 3

Hi, Vy Nguyen
Thanks for your detailed response. I checked Junk, Spam and Other folders again but still cannot find the NBI Clearance verification email. I also added the sender to Safe Senders and requested a new verification email, but no luck so far. One thing I noticed is that other emails are arriving normally in my Outlook account. The problem seems to be only with emails coming from the NBI Clearance system. Is there any way to check if Outlook is silently blocking or filtering this specific sender before it reaches my mailbox? Thanks again for your help.