No emails from a Safe Sender?

Question

No emails from a Safe Sender?

gillian butler 0

Anyone can help with my frustrating challenge. Have added a wix email to safe senders list. Still no emails. What else can i do?

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Answer 1

Victor1-V 12,100 Microsoft External Staff Moderator

Hi gillian butler,

I understand how frustrating it is when messages from a trusted Wix sender do not arrive, even after adding the address to Safe Senders.

Please note that this is a user-to-user forum, so contributors cannot access your mailbox or trace the missing messages. Adding an address to Safe Senders prevents received messages from being placed in Junk Email, but it cannot deliver a message that was rejected or never reached the mailbox.

Please check the following:

Search All folders, including Junk Email, Deleted Items, Archive, and the Other tab.
Select Settings > Mail > Rules and make sure no rule is moving or deleting messages from Wix.
Check whether the mailbox or Microsoft cloud storage is full.
If this is a Microsoft-hosted account, select View > Sync in new Outlook to check for new messages. Manual synchronization through this button is not available for third-party accounts such as Gmail, Yahoo, iCloud, POP, or IMAP.
Ask Wix whether the message was returned with a non-delivery notice. If so, request the general notice text or status code, but remove all email addresses and personal information before posting it publicly.

You can also follow the additional checks in I can't send or receive messages in Outlook.

Could you confirm whether the affected address is an Outlook.com/Hotmail account or another provider, such as Gmail, Yahoo, or a custom-domain account added to new Outlook? This will determine whether the remaining checks should be completed in Outlook or on the email provider’s website.

I hope these checks help identify where the messages are being stopped.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

gillian butler 0 Reputation points

2026-07-30T13:10:51.0933333+00:00

Thank you. Email address is outlook.com. Wiz have suggested transferring to a gmail account. Not why I need to do. Gill
Victor1-V 12,100 Reputation points Microsoft External Staff Moderator

2026-07-30T13:15:15.0533333+00:00

Thank you for confirming that the address is an Outlook.com account. You should not need to move to Gmail simply to receive Wix messages.

Since the Wix address is already on your Safe Senders list, please ask Wix whether their messages to your Outlook.com address show as delivered, rejected, or bounced. If Wix received a non-delivery notice, please share only the status code or general message here and remove any email addresses or other personal information. That information will help identify whether Outlook.com rejected the message or Wix did not send it successfully.

I hope Wix can provide the delivery details needed to narrow this down.
gillian butler 0 Reputation points

2026-07-30T13:24:05.82+00:00

I spent 1 1/2 hrs on line this morning with wix. The message shows as being sent at 7.15am today. Did not receive despite setting up safe senders. Of concern, the website domain I created has been suspended as I can’t verify the account by the outlook email address. Not sure about what is happening.
Victor1-V 12,100 Reputation points Microsoft External Staff Moderator

2026-07-30T13:32:06.95+00:00
Thank you for explaining. Since you have already worked with Wix and the message still has not arrived, the next appropriate step is to contact Outlook.com Support so they can review the mailbox-side delivery issue.

Go to Outlook.com and sign in.

Select the Help icon, the question mark, in the upper-right corner.

In the Help pane that opens, search for "cannot receive emails", then press Enter.

Scroll down the page until you see "Still need help?", click Yes.

Choose "Chat with a support agent in your web browser."

Review the issue description and confirm an email address you can access.

Click Confirm to create the service request. The screen will indicate that your request has been submitted and the system is connecting you to Outlook.com live chat support, which may take a moment to load.

I hope Outlook.com Support can help identify why the verification message is not reaching the mailbox.
gillian butler 0 Reputation points

2026-07-30T13:36:13.28+00:00

Thank you Victor I will do.
Victor1-V 12,100 Reputation points Microsoft External Staff Moderator

2026-07-30T13:40:29.2366667+00:00

You are welcome, Gill!
gillian butler 0 Reputation points

2026-07-30T15:24:23.8633333+00:00

Hi, any answers on how to chat with outlook.com. Redirected to them via Microsoft. Gill The time taken is frustrating and still not sorted. Tried in my Outlook account and cant get live chat.
Victor1-V 12,100 Reputation points Microsoft External Staff Moderator

2026-07-31T09:12:18.6366667+00:00
Hi Gill,

I am sorry that the support route did not lead you to live chat. You can try this alternative:

Visit the Microsoft Support contact page: Contact - Microsoft Support

In the search bar provided on the page, type "Outlook issue" and press Enter.

Click on the "Get Help" button that appears.

Scroll down the page until you see and click on the "Contact Support" option.

When prompted to select your product or service, choose "Other Products".

For the category, choose "Outlook".

Look for and click on "Chat with a support agent in your web browser".

Confirm your personal email when prompted - this is the email Microsoft will use to communicate with you during and after the support session.

Explain your situation clearly: Be concise but provide all the relevant details.

Hopefully, this route gives you a more direct way to reach the appropriate Outlook support team.
gillian butler 0 Reputation points

2026-07-31T12:36:32.2333333+00:00

Thank you one again Victor 1. Your support is greatly appreciated. I have taken your advice and emailed Outlook.com directly. Tried all other routes and still no resolution which means my wix web domain is suspended. Let's hope outlook.com can resolve the issue speedily.. Gill
Victor1-V 12,100 Reputation points Microsoft External Staff Moderator

2026-07-31T13:33:03.52+00:00

Thank you for the update. I am sorry that I cannot offer any further steps from this public forum, as I also do not have access to Outlook.com delivery records or account systems. You have taken the appropriate step by contacting Outlook.com Support, and I hope they can help resolve the delivery issue so you can complete the Wix verification.