Incoming emails go directly to the junk file

Question

Incoming emails go directly to the junk file

Timothy Testa 0

All of my incoming emails go directly to my junk box. I have been marking them not junk but that hasn't helped. Even my contacts go to the junk box. How can I fix this?

Hornblower409 11,955 Reputation points

2026-08-06T06:44:48.4566667+00:00

If the AI Answer did not solve your problem, type "Not Solved" in the "Add Comment" box below and then click the [Add Comment] button. I will try to offer some suggestions on what you can do next.

1 answer

Your answer

Hornblower409 11,955 Reputation points

2026-08-06T06:44:48.4566667+00:00

If the AI Answer did not solve your problem, type "Not Solved" in the "Add Comment" box below and then click the [Add Comment] button. I will try to offer some suggestions on what you can do next.

Answer 1

Hi Timothy Testa,

I understand that all incoming messages, including messages from your contacts, are being sent directly to Junk, and marking them as not junk has not corrected the behavior.

Please note that this is a user-to-user forum, so contributors cannot access your mailbox or examine its filtering configuration directly.

The Q&A Assist guidance is generally correct. Have you had a chance to complete its checks for blocked senders, safe senders, and Inbox rules?

I would like to add the following information without repeating those steps:

1, Please confirm whether all senders and domains are affected, including a new test message sent from another email account.

2, If Outlook.com is also connected to another mail application or mobile device, temporarily close that application and send another test message. Another mail application can sometimes classify or move messages after delivery.

3, If every new test message still goes to Junk directly on Outlook.com, even after completing the Q&A Assist checks, contact Outlook.com Support so the mailbox-level filtering can be examined.

Go to Outlook.com and sign in.
Select the Help icon, the question mark, in the upper-right corner.
In the Help pane that opens, search for "email management", then press Enter.
Scroll down the page until you see "Still need help?", click Yes.
Choose "Chat with a support agent in your web browser."
Review the issue description and confirm an email address you can access.
Click Confirm to create the service request. The screen will indicate that your request has been submitted and the system is connecting you to Outlook.com live chat support, which may take a moment to load.

Please tell the support agent that all incoming messages are affected, including messages from contacts, and that marking them as not junk has not corrected the filtering. This will help distinguish the case from an issue involving only one sender.

For reference: Mail goes to the Junk folder by mistake | Microsoft Support

I hope Outlook.com Support can identify why the mailbox is classifying every incoming message as junk.

Timothy Testa 0 Reputation points

2026-08-06T14:11:40.52+00:00

I followed your instruction by going to Outlook.com support. There is no question mark at the top right hand corner & I don't see a help tab
Victor1-V 11,680 Reputation points Microsoft External Staff Moderator

2026-08-07T11:38:23.57+00:00

Hi Timothy,

Thank you for clarifying. Please make sure you are signed in to your mailbox at Outlook.com, rather than viewing the general Microsoft Support website.

Please try the detailed steps shown in the images below.

1, Go to Outlook.com and sign in.

2, Click the Help icon (question mark) in the top right corner.

3, In the Help pane that opens, type a brief description of your issue (e.g., "account management"), then press Enter.

4, Scroll down the page until you see "Still need help?", click Yes.

5, Select "Chat with a support agent in your web browser."

6, Review the description of your issue and confirm your email address (ensure it's an email you can access).

7, Click Confirm to create the service request and then start chat to connect with an agent.

8, This screen indicates that your request has been submitted and the system is connecting you to Outlook.com live chat support, which may take a moment to load.

I hope the illustrated steps help you locate the support option and submit your request successfully.
Timothy Testa 0 Reputation points

2026-08-07T18:57:40.44+00:00

I followed your initial instructions. I hit the help button at the top right. Nothing happened. Then I hit the help button in the line just below that one. It requires me to sign in. I sign in & the page simply goes back to the prior page. No help & no option to chat with a support person. Please help me!