Not receiving emails from company domain, but not listed in "blocked senders" - how do I resolve

Question

Not receiving emails from company domain, but not listed in "blocked senders" - how do I resolve

Áine Leacy 0

Hi, I am not receiving emails from Sky as their customer. I have checked and the email response is triggered in their end, but I am not receiving the emails. I have checked "Blocked Senders" and any domain from sky is not listed. And I cannot add "@sky.com" as a safe sender as I don't have the full domain e.g. "[email-address-name]@sky.com". Any help?

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Answer 1

Xavier-D 13,755 Microsoft External Staff Moderator

Hello Áine Leacy,

You do not need the sender’s complete email address to add a trusted domain.

You do not need the sender’s complete email address to add a trusted domain. In Outlook on the web, open Settings > Mail > Junk email > Safe senders and domains, select Add safe sender, and enter sky.com, then save the change. Microsoft confirms that either an individual address or an entire domain can be added.

Also check your Junk Email, Deleted Items, Archive, and any inbox rules that might be moving or deleting these messages.

Could you confirm whether the receiving address is:

A personal Microsoft account ending in @outlook.com, @hotmail.com, @live.com, or @msn.com; or
A work or school Microsoft 365 account?

If it is a work or school account and the messages are still missing, please contact your Microsoft 365 administrator. Server-side filtering or quarantine may prevent a message from reaching the mailbox even when the sender is not on your personal blocked list.

Feel free reply back to this post if you need further assistance, I'll be happy to help.

Xavier-D 13,755 Reputation points Microsoft External Staff Moderator

2026-10-06T23:27:17.58+00:00

Hi Áine Leacy

I’m following up to check on the status of this issue.

Have you had an opportunity to review the answer shared earlier?

Any update you can provide would be greatly appreciated.
Áine Leacy 0 Reputation points

2026-10-07T11:18:14.53+00:00

Ok thank you. I was added the "@" symbol when typing domain into safe senders list as per instructions from sky and that was what was throwing up the error.

My personal Microsoft account ends with @hotmail.com. It's not a work or a school account as far as I'm away. It was set up by me personally, years ago and shouldn't have an administrator.
Xavier-D 13,755 Reputation points Microsoft External Staff Moderator

2026-10-07T23:38:13.77+00:00

Hi Áine Leacy,

Thank you for confirming.

Yes, since this is a personal @hotmail.com account that you created yourself, it is not managed by a work or school administrator.

You can add the domain as sky.com without the @ symbol. Now that it has been added successfully, please ask Sky to resend the email and check both your Inbox and Junk Email folder.

If it still does not arrive, the issue may be occurring before the message reaches your mailbox.

In that case, ask Sky whether they received a delivery failure or bounce-back message, as this may provide the reason for the failed delivery.