Not receiving email from two senders in my outlook.com account

Question

I am not receiving email from two specific senders in my inbox. They are in the safe senders on my account and they have not been marked as spam or junk.

This is not the first outlook.com email address of mine to have this issue.

Answer 1

I see. Let me refer you to the Outlook backend team. They might be able to fix it on the backend.

1. Sign in to Outlook.com or Outlook on the web.
2. Select Help and then choose Help again to open the Help pane.
3. In the Help pane, describe the issue you are experiencing and press Enter.
4. Scroll to the bottom of the Help pane and locate Still need help?
5. Select Yes to contact Outlook.com Support via email.

A friendly reminder that this is a community support forum where users help other users. Advisors participating here cannot make changes to Microsoft services or access internal systems and can only provide technical guidance, independent of Microsoft's Policy decisions.

I hope this information helps. If you have any more questions, don't hesitate to reach out.

Otherwise, if your problem is resolved, please take a moment to accept the answer. Wishing you good luck!

Answer 2

Hi,

I apologize for the confusion — I just added a template. Not all know about that this is a support forum, so my sincere apologies if that was excessive🙂

I wanted to ask if you could reach the Outlook support by my method?

Answer 3

Thank you. This is the Business email owner's fault. Please ask them to fill https://olcsupport.office.com/ the form which should get it sorted.

Answer 4

Hi Melissa,

Yes, this happens because Microsoft has tightened its spam rules.

Are they like personal addresses or business addresses, like a website?

If they are business domains, Microsoft requires to have some additional security checks specifically adding DKIM records. More on that later.

I look forward to hearing from you about the results of the troubleshooting.

Answer 5

If only two specific senders are affected, and they are already in Safe senders, the next checks are:

1. In Outlook.com, check Junk Email, Deleted Items, Archive, Other, and search All folders for each sender address.
2. Go to Settings > Mail > Rules and make sure no rule is moving or deleting messages from those senders.
3. Go to Settings > Mail > Junk email and confirm neither the sender addresses nor their domains are listed under Blocked senders and domains.
4. Check whether email forwarding is enabled.
5. If messages are not in any folder, ask each sender to verify whether they are receiving a delivery failure or rejection message.
6. If a sender gets a rejection or non-delivery report, the sender needs to review their sending configuration and authentication. In cases where Outlook.com blocks the message before it reaches the mailbox, adding the sender to Safe senders may not help.

For senders that keep changing addresses or masking the real address, view the message headers on any message that does arrive, identify the real sending address, and add that address to the blocked or allowed list as appropriate. If the sender is varying addresses but using common wording, create an Inbox rule to catch those messages.

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References:

• Can't send or receive email in Outlook.com
• Safe Senders in Outlook.com
• Receiving email from blocked senders in Outlook.com
• Why am I not receiving emails from certain senders that I haven't blocked? - Microsoft Q&A
• Specific Email Account Stopped Arriving - Microsoft Q&A
• Why am I not getting emails from some accounts sent to ******@OUTLOOK.COM? - Microsoft Q&A