Email

An email you're expecting went to Junk or quarantine

Microsoft 365 filters out spam and dangerous email. Now and then it catches a legitimate message.

1. Check your Junk Email folder

If the email is there, select it and choose Not junk (in some versions it sits under Report). It'll move to your Inbox, and future emails from that sender are more likely to arrive normally.

2. Add the sender to your Safe senders

In Outlook on the web or new Outlook, go to Settings > Mail > Junk email and add the sender's address or domain under Safe senders and domains, then Save.

3. Check quarantine

Suspicious emails can be held in quarantine instead of Junk. You may get a "You have messages in quarantine" email from Microsoft. You can also check yourself:

1. Go to security.microsoft.com/quarantine and sign in with your work account.
2. Find the message. Depending on your organisation's settings you can select Release, or Request release for a technician to approve.

Be careful: only release an email if you're sure it's genuine. Quarantine notices themselves are often faked by scammers. If in doubt, go to the link above yourself rather than clicking the email.

Still missing?

Raise a ticket with the sender's email address, roughly when it was sent, and the subject. We can trace it and, if needed, allow that sender for your whole organisation. If it's not in your Junk or quarantine, the problem may be at the sender's end. See Email not sending or receiving.