How do I resolve SNDS issues with IPs already added to another account?
Matthew Whittaker
Co-founder & CTO, Suped
Published 22 Jun 2025
Updated 18 Aug 2025
7 min read
Dealing with Microsoft’s Smart Network Data Services (SNDS) can sometimes feel like navigating a maze, especially when you encounter the frustrating message that your IP addresses are already associated with another account. This scenario often limits your access, preventing you from utilizing critical features like the feedback loop. Understanding how to regain full control is essential for maintaining strong email deliverability to Microsoft's email properties, such as Outlook and Hotmail.
The core of the problem stems from IP address ownership and how Microsoft SNDS verifies it. When your IPs are in a view-only state, it means another entity currently holds primary authorization for them. My goal here is to guide you through the process of understanding this issue and implementing the necessary steps to take full ownership of your IP addresses within SNDS, ensuring you have access to all the data and tools you need.
Understanding SNDS and IP ownership
SNDS provides critical data that helps senders understand how their email traffic is performing at Microsoft. This includes details on bounce rates, complaint rates, and whether your IPs are listed on internal blocklists (or blacklists). Access to this information is vital for troubleshooting deliverability issues and maintaining a healthy sender reputation.
Having full access to your IPs in SNDS, rather than just view-only, means you can actively monitor your sending performance and receive important alerts, such as those from the Junk Mail Feedback Loop (JMFBL). The JMFBL provides insights into user complaints, which are crucial for identifying and removing disengaged subscribers, thereby reducing spam complaints and improving your overall sender reputation.
The 'view-only' status typically indicates that another entity, perhaps a previous owner of the IP, an email service provider (ESP), or even an old account you no longer use, maintains primary authorization for those IPs. For Microsoft to grant you full control, you need to prove your current ownership and control over the IP addresses in question.
Understanding SNDS access
SNDS provides data on your IP's health with Microsoft properties. You need full access to leverage the data for troubleshooting common SNDS issues. If you're only seeing a 'view-only' option, it means another entity is recognized as the primary owner or authorized user of those IPs.
The challenge of pre-existing IP assignments
The most frequent reason for this issue is using IP addresses that were previously, or are currently, managed by another organization. This can happen if you are using a shared IP pool from an email service provider, or if you've recently acquired IPs that were previously used by another entity. Sometimes, it's simply a legacy record from an old account that was not properly decommissioned.
Microsoft, like other major email providers, relies heavily on reverse DNS (PTR records) to verify the legitimate ownership and control of an IP address. If the PTR record for your IP address points to a domain that is not associated with your SNDS account, or if it points to a generic ESP domain, Microsoft might not grant you full management access.
You might try to remove and re-add the IP, but if the underlying PTR record still points elsewhere, the issue will persist. The system will recognize that the IP is already added to another account, even after you validate the re-addition via email. It's a fundamental conflict in ownership verification.
Operating with view-only access on SNDS means you lack crucial data that could help prevent your emails from landing in spam folders or your IPs from being added to a blocklist (or blacklist). Without the JMFBL, for instance, you're flying blind regarding user complaints, which is a major factor in email deliverability issues.
Shared IP challenges
If you're using a shared IP from an ESP, the PTR record usually points to the ESP's domain. This means the ESP maintains primary SNDS access, and you're typically limited to view-only access. You rely on their overall reputation management, which can be inconsistent.
Access limitation: Limited visibility into detailed IP reputation metrics.
Feedback loop: Junk Mail Feedback Loop (JMFBL) data is typically routed to the ESP, not directly to you.
Dedicated IP control
With a dedicated IP, you can configure the PTR record to point to your domain, enabling you to request and gain full SNDS management access. This gives you complete control over monitoring and remediation.
Full visibility: Direct access to all SNDS reports and data.
Direct FBL: JMFBL data is sent directly to your designated email address, allowing for immediate action.
Steps to gain control of your IPs in SNDS
The foundational step to resolve this issue is ensuring that your IP address's reverse DNS (PTR) record correctly points to your sending domain. This record tells receiving mail servers that your IP address is authorized to send email from your domain. If it points to an old domain or a generic ESP domain, SNDS will not grant you full control.
Once your PTR record is correctly configured, you can proceed to the SNDS portal and attempt to add your IP address. When you submit an IP for authorization, Microsoft sends a confirmation email to specific mailboxes associated with the domain listed in the PTR record. You must verify ownership by clicking the link in this email. If this process goes smoothly, you should gain full control.
However, if the IP remains in 'view-only' mode even after successful re-validation, it typically means the previous owner still has their PTR record active, or they haven't formally released the IP from their SNDS account. In such cases, a direct removal and re-addition won't work because SNDS still sees the IP tied to another entity.
If you are using an ESP, you'll need to work with their support team to ensure your IP's PTR record is correctly set up for your domain. If you've inherited IPs from a previous company or are dealing with a legacy issue, try to reach out to the previous owner to ask them to remove the IPs from their SNDS account. This transfer of control is often necessary for you to gain full management access.
Example PTR record configurationDNS
205.167.149.20.in-addr.arpa. IN PTR mail.yourdomain.com.
Advanced troubleshooting and contacting Microsoft
There are situations where standard troubleshooting steps, such as updating PTR records and re-adding IPs, may not resolve the issue. This often happens when the previous IP holder is unreachable, uncooperative, or no longer exists. You might still see your IPs in a 'view-only' state with no clear path to full control, even after validating your attempts.
In these complex cases, your best course of action is to contact Microsoft SNDS support directly. They have the ability to manually investigate and, if necessary, override previous authorizations based on sufficient proof of current ownership. Prepare all relevant documentation, including domain registration details, IP assignment records from your hosting provider, and any correspondence related to previous ownership or attempts to gain control.
When communicating with SNDS support, clearly explain your situation, detailing the steps you've already taken. Provide concrete evidence of your current legitimate use and control over the IP addresses. This direct approach is often the only way to resolve persistent IP ownership conflicts within their system and ensure you get the full benefits of SNDS.
Conflict type
SNDS symptom
Resolution
Legacy account
IP appears as 'view-only' with no clear current owner.
Verify PTR record to your domain. If correct, contact SNDS support for manual verification.
Shared IP pool
Limited access. Feedback Loop data routes to ESP.
Work with your ESP to clarify their SNDS access policy and data sharing. Consider a dedicated IP if possible.
Previous tenant/company
IP owned by old account, preventing your full access.
Contact previous owner to request IP removal from their SNDS account. If unsuccessful, escalate to SNDS support.
Views from the trenches
Best practices
Ensure your IP's PTR record points directly to your domain before attempting SNDS authorization.
Maintain clear documentation of your IP ownership and any history of its previous use.
Regularly monitor your SNDS dashboard for all IPs to ensure consistent access and data flow.
Common pitfalls
Attempting to re-add an IP without resolving the underlying PTR record conflict.
Not identifying all IPs in a feed that might be unauthorized, limiting overall access.
Assuming 'view-only' is sufficient and neglecting to pursue full management access.
Expert tips
Microsoft's SNDS support can mediate complex IP ownership disputes, but requires solid evidence.
A single unauthorized IP in a feed can restrict your access to the entire range.
Persistence is key; keep detailed records of your attempts to resolve the issue.
Expert view
Expert from Email Geeks says most likely some IPs in your feed are no longer authorized in the Access Control panel, which is why you can only view the corresponding feed. If you authorize the missing IPs via the Request Access panel, the feed should become manageable again.
2024-04-18 - Email Geeks
Marketer view
Marketer from Email Geeks says they tried to delete and revalidate the IP, but the same issue persisted.
2024-04-19 - Email Geeks
Final steps to full SNDS control
Resolving SNDS issues when IPs are already associated with another account boils down to proving your rightful ownership and control. The primary mechanism for this is a correctly configured reverse DNS (PTR) record pointing to your domain. If direct attempts fail due to legacy issues or uncooperative previous owners, contacting Microsoft SNDS support with thorough documentation is your best path forward. Gaining full access to your SNDS data is invaluable for maintaining optimal email deliverability and sender reputation.
Microsoft. This includes details on bounce rates, complaint rates, and whether your IPs are listed on internal blocklists (or blacklists). Access to this information is vital for troubleshooting deliverability issues and maintaining a healthy sender reputation.
