not receiving passcode from Malwarebytes

Arnie & Susan Anthon 0 Reputation points
2026-11-08T19:46:11.55+00:00

I am trying to login to my Malwarebytes account but the passcode is not being received in my email.

After following all of the suggestions from Microsoft, I am still not able to receive a passcode. Malwarebytes is not in blocked emails, it has been added to safe addresses, and still no success.

Microscoft has been very, very unhelpful.

Outlook | Web | Outlook.com | Email
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  1. Chloe-V 15,240 Reputation points Microsoft External Staff Moderator
    2026-11-09T01:54:05.77+00:00

    Hi @Arnie & Susan Anthon

    I understand how frustrating this is, especially after you have already added Malwarebytes to Safe Senders and confirmed that it is not blocked.

    At this point, the next useful step is to contact Malwarebytes Support. Ask them to check their email delivery logs and confirm whether the passcode was successfully sent to the correct Outlook.com address. If their system shows a rejection, Malwarebytes can use Microsoft’s sender-support guidance to investigate its sending domain or IP reputation.

    As a temporary workaround, ask whether Malwarebytes can provide another verification method or update the email address associated with the account.

    Please note that this is a user-to-user support forum. Forum contributors cannot access your mailbox or release a message that was rejected before delivery.

    If the answer is helpful, please click "Yes". If you have extra questions about this answer, please click "Comment".   

    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.  

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  2. AI answer

    2026-11-08T19:46:55.33+00:00

    Add the verified Malwarebytes email address or domain to Outlook.com’s Safe Senders list, remove it from Blocked Senders, and then request one new passcode.

    Update Outlook.com delivery settings

    1. Sign in to Outlook.com in a web browser.
    2. Search Junk Email, Deleted Items, Archive, and the Other tab for “Malwarebytes” or “passcode.”
      • If found in Junk, select it and choose Report → Not junk.
      • If found in Deleted Items, select Restore.
      • Outlook.com also recommends checking filters, rules, forwarding, and message sorting when a specific message is missing.^1^
    3. Open Settings (gear icon) → Mail → Junk email.
    4. Under Blocked senders and domains, remove any Malwarebytes address or domain.
    5. Under Safe senders and domains, select Add safe sender, enter the sender shown on a previous legitimate Malwarebytes email, and then select OK → Save.^2^
      • Use the exact address or domain from an earlier genuine Malwarebytes message. Do not guess it from an unrelated website or email.
    6. Open Settings → Mail → Rules and disable or correct any rule that deletes, forwards, or moves messages matching that sender or words such as “passcode.”
    7. Check Settings → Mail → Forwarding and verify the message is not being redirected elsewhere.
    8. Confirm that Microsoft cloud storage is not full. When it is full, Outlook.com cannot receive email, and messages rejected during that period are unrecoverable.^3^
    9. Return to Malwarebytes and request one new passcode. Use the newest code received because earlier codes may no longer be usable.

    Personal Outlook.com accounts do not provide a user-accessible quarantine area, so there is no separate quarantine portal where this message can be released.^4^

    If the message still never appears

    Test whether ordinary email reaches the same Outlook.com address. If normal messages arrive but Malwarebytes messages do not, contact Official Malwarebytes Support and provide:

    • The affected Outlook.com address
    • The approximate times and time zone of the passcode requests
    • Confirmation that Inbox, Junk, Deleted Items, Other, blocked senders, rules, forwarding, and storage were checked
    • A request for confirmation of the destination address and whether Malwarebytes received a bounce or rejection from Outlook.com

    Malwarebytes must investigate whether its system generated and handed off the message. Microsoft’s Outlook.com guidance directs recipients who are missing one specific sender’s email to contact that sender and have the sender use Outlook.com’s sender-support process if delivery was rejected.^3^ The sender-side process is intended for delivery issues affecting Outlook.com, Hotmail, Live, and MSN recipients.^5^

    If other senders’ messages are also missing, use Outlook.com → Help, describe the receive-mail problem, and select Still need help? → Yes after completing the suggested checks.^3^

    References

    1. Email is missing from your Outlook.com inbox
    2. Safe Senders in Outlook.com | Microsoft Support
    3. Can't send or receive email in Outlook.com | Microsoft Support
    4. How can I access my personal quarantine area for MFA Verification email access? - Microsoft Q&A
    5. Sender Support in Outlook.com | Microsoft Support
    AI-generated content may be incorrect. Read our transparency notes for more information.

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