my Hotmail cannot receive certain email (I can receive those emails before)

Ni Dai 0 Reputation points
2026-11-09T22:14:38.2366667+00:00

I have checked Microsoft Storage, checked Malicious Rules, checked Automatic Email Forwarding, checked Safe senders and domains, Checked Other Tabs, checked blocked senders list. But those emails can't receive anyway including password reset verification code from AustralianSuper and tax invoices from Apple store.

I used both Outlook app for mobile and web outlook and outlook app for windows.

Outlook | Web | Outlook.com | Email
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  1. Hornblower409 18,970 Reputation points
    2026-11-11T18:37:41.3533333+00:00

    @Ni Dai said

    code from AustralianSuper and tax invoices from Apple store. ... I used both Outlook app for mobile and web outlook and outlook app for windows.

    You have already done everything you can from your side. To proceed you are going to need help from the sender's who are being blocked. I know this won't be easy.

    Could you contact AustralianSuper and ask them to send another verification email and then check the delivery result from their mail system?

    Specifically, ask whether the message to your Hotmail address was: Accepted by Microsoft's mail servers, or Rejected or deferred by Microsoft.

    If it was rejected or deferred, please ask them for a copy of the non-delivery report (NDR/bounce message), including the SMTP error code and diagnostic text. Remove your email address or other personal information before posting it here.

    If they say Microsoft accepted the message, ask whether they can provide the approximate sending time and time zone. That would be useful information if this has to be escalated to Outlook.com Support.

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  2. Brian Tillman 28,295 Reputation points Independent Advisor
    2026-11-10T01:11:51.4233333+00:00

    Hi. I'm Brian.

    Microsoft often suppresses verification messages. In my opinion the best approach is to contact Microsoft directly using the Help feature in Outlook online. Here is an illustration of that:

    Outlook Help

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  3. AI answer

    2026-11-09T22:16:03.9933333+00:00

    Open the Junk Email folder in Outlook.com on the web; if either message is there, right-click it and select Mark as not junk.

    1. Check the actual Junk Email folder

    You checked safe and blocked sender settings, but those settings are separate from the folder containing messages already classified as junk.

    1. Sign in to Outlook.com in a browser.
    2. In the left folder pane, select Junk Email.
    3. Search that folder for:
      • AustralianSuper
      • Apple
      • invoice
      • verification
    4. If found, right-click the message and select Mark as not junk.

    Microsoft specifically recommends this action when an expected message is missing.^1^

    Because the same messages are absent from Outlook on the web, Windows, and mobile, reinstalling or repairing the apps is unlikely to help—the apps are displaying the same server mailbox.

    2. Have each sender trigger a new message and check its delivery result

    If the messages are not in Junk, contact AustralianSuper and Apple through their official support channels and ask them to:

    1. Confirm the exact email address registered on the account or order.
    2. Send a completely new verification code or invoice—not merely confirm that an earlier message was generated.
    3. Check whether their mail system received a rejection or non-delivery report from Outlook.com.
    4. If there was a rejection, provide its full SMTP error text and timestamp to their email administrator.

    Microsoft’s guidance for a missing email from a specific sender is to have that sender use Sender Support in Outlook.com.^1^ Outlook.com can reject or filter mail because of the sending IP/domain’s reputation, authentication, DNS, or other sender-side conditions. Those issues must be investigated by the sender or its mail provider.^2^

    • AustralianSuper: use its official help channels to verify the registered address and request another code.^3^
    • Apple: use Order Status to view or print the invoice while Apple verifies the purchase email address.^4^

    Do not send account passwords or verification codes to anyone claiming to provide support.

    3. Escalate to Outlook.com Support

    If the senders confirm the destination address is correct and report that their systems sent the messages without a visible rejection:

    1. Open Outlook.com on the web.
    2. Select Help on the menu bar.
    3. Enter a description such as:
      Specific transactional emails from AustralianSuper and Apple are not delivered to my Hotmail mailbox across web, Windows, and mobile.
    4. Complete the suggested self-help.
    5. Scroll to Still need help? and select Yes.^1^
    6. Include:
      • Your Hotmail address
      • Sender addresses or domains
      • Dates, times, and time zone of recent attempts
      • Any SMTP rejection supplied by the sender
      • Confirmation that Junk, rules, forwarding, blocked senders, and multiple clients were checked

    If both your mailbox storage and Microsoft cloud storage are confirmed below their limits, say so in the support request. If either was previously full, messages sent during that period were bounced and are unrecoverable; the senders must generate new ones.^1^

    References

    1. Can't send or receive email in Outlook.com | Microsoft Support
    2. Sender Support in Outlook.com
    3. Help & Support - AustralianSuper
    4. Viewing & Changing Orders - Shopping Help - Apple
    AI-generated content may be incorrect. Read our transparency notes for more information.

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