Mail keeps going to the junk folder

Question

Mail keeps going to the junk folder

P C 0

I do not have access to a regular computer, and I use the outlook app. No matter how many times I click that mail is not junk the mail continues to go to the junk folder. I have made the sender a favorite in my contacts. Is there any other way to make sure important emails are not going to the junk folder. I only have this issue with outlook.

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2 answers

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Answer 1

Hi @P C,

If you're using only the Outlook mobile app, your options are unfortunately limited. Marking a message as "Not Junk" and adding the sender to your contacts should normally help, but some filtering is done on Microsoft's servers and messages can still be classified as junk.

May I ask whether you have access to a Windows or Mac computer, even temporarily?

If so, please try signing in to Outlook on the web and add the sender to your Safe Senders list:

If you do not have access to a computer, you could try opening Outlook on a mobile browser and enabling Desktop site/Desktop mode (if your browser supports it) to access the web version and check whether the Junk Email settings are available there.

Open Outlook on the web.
Select Settings > Mail > Junk email.
Under Safe senders and domains, add the sender's email address or domain.

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Save the changes.

Messages from senders on the Safe Senders list should not be treated as junk.

For your reference: Add recipients to the Safe Senders List in Outlook | Microsoft Support

If the issue persists, to better understand the scope of the issue, could you also provide:

Is this a personal Outlook.com account, or a work/school account?
Does this happen with only one sender, or multiple senders?
Are the emails moved to Junk immediately when received?
Are the messages still being sent to Junk after you select Not Junk?
Which mobile device are you using (iPhone/iPad or Android)?

These details will help determine whether the filtering is being performed by Outlook's junk mail settings or by another mail filtering mechanism.

Looking forward to your response so we can get this sorted out for you together.

Kind Regards.

Answer 2

Yes. The supported ways to reduce this are to mark the sender or domain as safe and check whether another mail app is influencing junk handling.

In Outlook, open Settings > Mail > Junk email.
Under Safe senders and domains, add the sender’s full email address or the sender’s domain, then save the change.
If the message is already in Junk Email, open it and mark it as Not junk or move it to Inbox.

Important details:

Adding a sender to Safe senders and domains is the documented way to stop messages from that sender or domain from going to Junk.
Simply adding the sender as a contact or favorite is not described as a junk-filter bypass.
Sometimes messages are marked as junk by another email app. If another mail app is connected to the same mailbox, that app can affect where messages go.
If a Samsung device is using the default mail app and the app’s Spam addresses list contains entries, messages can intermittently move to a Junk or Unwanted folder. On the device, open the email app, go to Settings > General Settings > Spam addresses, and remove any addresses or domains that should not be there.

If access is only through a mobile app, the key action is still to add the sender or domain to the safe senders list in the mailbox settings and save it.

References: