Problem Description
- An email is sent from a Websavers hosting email account OR a Websavers hosted website to an email account which is powered by Microsoft 365, or Microsoft Exchange
- The message never arrives in the recipient's inbox
Note: please be 100% sure that the recipient has checked the spam and/or junk folder, as messages arriving in spam or junk is a different issue described in detail here.
Problem Resolution
This issue is most often created by Microsoft's Quarantine system. The Microsoft powered mail server receives the message successfully -- and tells us that it was received without issue -- then proceeds to quarantine the message in an admin-level system without notifying the recipient or putting it in their junk or inbox. This can only be resolved by the recipient's mail administrator.
You may be able to resolve this for future messages by ensuring you have all three mail validation DNS records in place and correctly configured, however this doesn't always resolve the issue.
Please do not open a ticket with us about deliverability issues for Microsoft servers until you have a log entry from the recipient's mail system administrator confirming that their server rejected the message along with the reason why. Only at that point can we help to resolve the problem.
