receiving emails

Question

having issues in the past six weeks regarding emails coming from Xero accounts. Checked spam folder and all blocked senders. All emails which I receive from people who run the Xero program.

I have been requested to Contact Microsoft support or their email administrator to request that the spam complaint against Xero emails be removed from their account.

Answer 1

You cannot remove a sender reputation or spam complaint from your Outlook.com mailbox; first rule out mailbox redirection, then have Xero or its email provider investigate any rejection from Microsoft.

1. Check the remaining Outlook.com controls

Since you have already checked Spam/Junk and blocked senders, do not repeat those checks. Sign in to Outlook.com in a web browser, then:

1. Open Settings → Mail → Rules.
   • Disable any rule that moves or deletes messages from Xero or the affected senders.
2. Open Settings → Mail → Forwarding.
   • Disable unexpected forwarding that could redirect incoming mail.
3. Check Other, Deleted Items, Archive, and any custom folders.
4. In the message list, select Filter → Sort → Date so recent messages are not hidden by the current sorting.
5. Check Settings → General → Storage. If Microsoft cloud storage is full, new messages are rejected and cannot be recovered later. These are Microsoft’s documented checks for missing Outlook.com mail.^1^

2. Ask for the delivery report

Ask one affected Xero sender to send a new test message and check whether they receive a non-delivery report (NDR), also called a bounce message. Request the following without posting it publicly:

• Complete SMTP error code and diagnostic text
• Date and time of the test
• Sending domain and sending IP address, if shown

The exact NDR determines who must act:

• No NDR and Xero reports successful delivery: contact Outlook.com support using the steps below so Microsoft can investigate mailbox-side delivery.
• An NDR mentions blocked, spam reputation, access denied, authentication, or a banned sending IP: Xero or its outbound email provider must resolve it. Adding Xero as a safe sender cannot correct a rejection that happens before the message reaches your mailbox.

For Outlook.com, Microsoft directs senders with delivery problems to Sender Support in Outlook.com. That process is intended for the organization operating the sending system, because it requires details about its IP address, domain, authentication, and sending practices.^2^

3. If the NDR identifies a blocked sending IP

This action belongs to Xero or Xero’s email delivery provider, not to you:

• For a Microsoft 365 rejection such as 550 5.7.606-649 Access denied, banned sending IP, the sender uses the Office 365 Anti-Spam IP Delist Portal and supplies the email address that received the NDR plus the IP shown in it.
• For 550 5.7.511, the sender must follow the special instructions in the NDR; Microsoft documents forwarding the complete NDR and IP address to the delisting address shown there rather than using the standard portal.
• Outlook.com consumer-address cases have a separate consumer delisting form linked in Microsoft’s documentation.^3^

Forward the NDR to Xero support and ask them to escalate it to their email deliverability or outbound-mail provider. Include several affected Xero senders if available, because that helps establish that the issue is associated with Xero-generated mail rather than one individual address.

4. Contact Outlook.com support if no rejection is returned

1. Sign in to Outlook.com.
2. Select the ? Help icon at the top.
3. Enter cannot receive emails.
4. Scroll to Still need help? and select Yes.
5. Choose the option to chat with a support agent.

Provide:

• The approximate date the issue started
• Two or three affected sender domains or redacted addresses
• Test-message timestamps
• Whether the sender received an NDR
• Confirmation that Rules, Forwarding, Storage, Other, Deleted Items, and Archive were checked

Outlook.com support is available through the signed-in Help pane.^1^

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References

1. Can't send or receive email in Outlook.com | Microsoft Support
2. Sender Support in Outlook.com | Microsoft Support
3. External senders - Use the delist portal to remove yourself from the blocked senders list and address 5.7.511 Access denied errors