Email issue

Add the contact’s exact email address directly to Safe senders and domains in Outlook.com rather than repeating Not junk for each message.

Add the sender explicitly

1. Open Outlook.com in a desktop browser.
2. Select Settings (gear icon) → Mail → Junk email.
3. Under Senders, open Safe senders and domains.
4. Select + Add safe sender.
5. Enter the contact’s complete email address, select OK, and then Save.

Addresses on this list should not be treated as junk by Outlook.com.^1^

Also check Blocked senders and domains on the same page. If the contact’s address or domain appears there, remove it before saving.

If new messages still go to Junk

• Compare the actual From address: Open one of the affected messages and inspect its full sender address. Some services send from different addresses even though the same display name appears. Add the actual sending address—or, if appropriate and trusted, its domain—to the safe list.
• For a mailing list: Under Safe mailing lists, add the mailing-list address rather than only the visible contact address.^1^
• Review rules: Go to Settings → Mail → Rules and disable any rule that moves this sender’s messages to Junk.
• Test with a newly received message: Moving an existing message does not verify future delivery. Ask the contact to send a fresh message after the settings are saved.

If this is actually a work or school Exchange/Exchange Online mailbox, mailbox-level Safe Senders changes may not be honored by the organization’s filtering. In that case, contact the Microsoft 365 administrator to review the filtering decision.^2^

For a personal Outlook.com account that still misclassifies new messages after these checks, select Help in Outlook.com, enter the issue, and use Still need help? → Yes to contact Outlook.com support.^1^

References

1. Safe Senders in Outlook.com | Microsoft Support
2. Block a mail sender in Outlook | Microsoft Support