Emails from certain businesses are not being delivered successfully to my hotmail account but are being delivered to my icloud account.

Question

Emails from certain businesses are not being delivered successfully to my hotmail account but are being delivered to my icloud account.

Lis R 0

I have tested this in terms of Octopus Energy. The sender is [email protected]. The domain is already in Safe Sender, forwarding is off, mailbox storage is not full, and the messages are not in Inbox, Junk, Deleted or Archive. I know that this issue exists with other accounts on my email, most are business but some could be personal emails. icloud, Gmail and hotmail are now working ok

Virginia M 42,160 Reputation points Independent Advisor

2026-10-04T11:57:52.9466667+00:00

Have you had chance to check the suggestions listed or has the problem been resolved?

2 answers

Your answer

Virginia M 42,160 Reputation points Independent Advisor

2026-10-04T11:57:52.9466667+00:00

Have you had chance to check the suggestions listed or has the problem been resolved?

Answer 1

Virginia M 42,160 Independent Advisor

Hello, I’m Virginia.

Are you checking your emails via Outlook.com Outlook app or a third-party email client (Apple Mail, Thunderbird, Google mail app etc)?

If via an email client then check to see if those emails show up under outlook.com. If not then check with Octopus to see if the email address is entered correctly. If it is then I would suggest changing the address you use with Octopus to another email like your iCloud email or Google email to see if they arrive.

Lis R 0 Reputation points

2026-10-04T12:46:13.6033333+00:00

Thank you Virginia. I’m checking the hotmail email on all my devices, but predominantly outlook.com and the messages aren’t on any of them. I’ve been in touch with octopus and they’re receiving mine.m, but I’m not receiving their response.

Yesterday I moved my account with octopus to iCloud and I am now receiving their messages. I’ve started checking all my emails and gradually moving them priority ones to iCloud. It shouldn’t be this way, should it?
Virginia M 42,160 Reputation points Independent Advisor

2026-10-04T19:40:22.5966667+00:00

I agree. And many users have experienced problems receiving emails from certain senders for which there doesn’t seem to be a cause.

Answer 2

Please see my responses in italics at the end of the statements

Check the Other tab in Outlook.com. Unsure what this is
Restore message sorting to chronological order: Filter > Sort > Date. OK
Check for any mail rules that could be moving or hiding messages. OK
Confirm forwarding is still disabled. OK
If the missing messages are from specific senders and there is no visible error in the mailbox, ask those senders to review Sender Support in Outlook.com.

Important points for this scenario:

Adding a sender or domain to Safe senders and domains helps prevent messages from being moved to Junk Email, but it may not help if the message is rejected before delivery. Done, no change
If a sender receives a bounce or failed-delivery report, the useful section is usually Diagnostic information for administrators, which explains why the message was rejected. Sender does not receive a bounce back
If the sender sees errors mentioning blocked, listed in, or blacklist services, the sender must contact their own email provider or support team to have their account or domain unblocked. None
If the sender sees authentication-related failures, the sender needs to correct their mail configuration. Outlook.com sender guidance specifically calls out checking for issues such as reverse DNS problems, non-routable IP advertising, or blocked sending IPs.

For business senders such as Octopus Energy or other companies, the practical next step is to contact their support or mail administrator and ask them to check whether Microsoft is rejecting their mail to Outlook.com/Hotmail addresses, and to review any bounce details from their sending system.