Non-Junk Emails Being Sent to Junk

Tags Email Junk

Purpose

This article lists the steps which can help prevent non-junk emails from being sent to the junk folder.

Procedure

Outlook Web App (OWA)

  • Ensure there are no rules set up on the account that are moving emails to Junk in your settings.
  • When items get sent to junk, there should be a little message at the top saying, "This message was identified as junk. It's not junk". Select It's not junk or right-click on the email and select Mark as not junk.
    • Outlook will move the email out of junk and learn that you want to receive and no longer send to junk.

Message alert on top of an email which is identified as a potential junk email.

  • In your Settings icon , ensure that the addresses of the blocked emails are not on your "Blocked Senders" list.
  • You can also add the addresses to the "Safe senders and domains" list in that section.
    • If the email is listed there, it will prevent emails from that address from being sent to Junk.

Junk email window under Mail tab, under Settings for Outlook Web App.

Outlook

  • Click on the Junk Email folder.

Outlook screen with folders including junk email.

  • Pick the sender/mail you want to remove from Junk.
  • Once the mail opens, you can see a small pop-up under the sender details. Select Mark as Not Junk.

Junk email screen with button to mark as not junk on the right.

Note: If you have done those steps and your emails are still getting sent to junk, please open a ticket here with an example of the emails being sent to junk added as an attachment. Without a copy of the email added as an attachment, we cannot investigate the issue.

Details

Article ID: 178
Created
Mon 11/22/21 12:43 PM
Modified
Fri 10/27/23 2:56 PM