Outbound email successful but not received in the Inbox

[former_member499733]

Hello Experts,

I can see that the outbound emails sent to Gmail or to my company email address are successfully received in my Inbox. But when sending it to Hotmail address, the email outbound message in the backoffice shows no error, in fact it shows the 'Process state' as "Succeeded" - but the email is not received in my hotmail inbox.

What could be the possible reasons for not receiving an email to a certain email service provider ?

Mirza.

[Steve_ · Accepted solution]

Hi there.

Emails not showing in the inbox could be because:

1. it's been delivered to the junk folder
2. it's in a different folder rather than the main inbox
3. it has been blocked by the recipient domain
4. it has been suppressed by the sending server

You can check (1) and (2) by looking in those folders (I'm assuming you will already have done this).

You can test (3) by checking your bounces in your sending platform - although sometimes blocked emails are not bounced, but silently deleted.

Your "succeeded" state imples (4) is not the case.

-------------

As this implies, I would suggest either that specific mailbox or hotmail email filters are blocking you as a sender.

To test this I would perform a series of tests:

1. try completely plain/empty emails to that recipient
2. check sending to to someone else's hotmail/microsoft email address (or create another one for your testing).

If you can't send even empty/plain emails to your mailbox or someone else's it looks like your are blocked by hotmail email filters and you need to raise a support case with their postmaster team

--Steve

[former_member499733 · Accepted solution]

Hello Steve, appreciate your response, and yes you were right. I had raised a ticket to SAP and this is what they had found:

"we have not found any myhostname been configured inside smtp server. To configure myhostname we need to know what is your sender mail address/domain. After that we have to configured A record, SPF record and PTR record for Prod SMT"