How to contact Microsoft support when emails are going to spam?
Matthew Whittaker
Co-founder & CTO, Suped
Published 24 Jul 2025
Updated 19 Aug 2025
6 min read
When your legitimate emails start landing in the spam folder, especially for recipients on Microsoft platforms like Outlook.com or Office 365, it can be incredibly frustrating. It's a common deliverability challenge that many email senders face, whether you're sending marketing campaigns or crucial support replies.
I've seen firsthand how difficult it can be to navigate these issues. You might have excellent email authentication records set up, a clean sending list, and still find your messages being flagged. This situation often leads to a desire to directly contact Microsoft support to resolve the underlying problem.
However, reaching the right person at Microsoft for specific email deliverability problems can be a complex process. It's not always as straightforward as picking up the phone or sending an email. This guide will walk you through the available channels and best practices for contacting them.
Initial steps before contacting support
Before you try to contact Microsoft support directly, it's crucial to understand why your emails might be landing in the junk folder (or spam). Microsoft's filtering systems are sophisticated and rely on various factors to determine inbox placement. Issues often stem from your sender reputation, email authentication, or content.
I always recommend performing a thorough self-assessment of your email setup first. This involves checking your SPF, DKIM, and DMARC records to ensure they are correctly configured and aligned. Improper authentication is a common reason for deliverability problems, especially with large mailbox providers. If you are struggling with this, we have a simple guide to DMARC, SPF, and DKIM.
Additionally, review your sending practices. Are you sending to an engaged audience? Have you recently acquired new lists? High bounce rates, spam complaints, or sending to stale email addresses can severely damage your sender reputation and lead to your emails being flagged as spam or even getting your IP blocklisted (or blacklisted). If you find your emails landing in Office 365 spam folders, consider improving your overall deliverability to Microsoft.
Using the official support channels
When you've exhausted your internal troubleshooting and believe the issue lies on Microsoft's end, the official support request form is usually your starting point. This form is designed for senders experiencing deliverability issues to Outlook.com and Office 365 services. While it might seem basic, it's the primary official channel.
After submitting the form, you should receive an automated email response with a ticket number. This ticket number is crucial because it's your only way to track the request and communicate further with their support team. If you don't receive this confirmation, it's essential to resubmit the form.
Ensure you provide as much detail as possible in your submission, including: affected sending IPs, sender domains, email examples (full headers are best), and a clear description of the problem. This information helps them diagnose the issue more efficiently. For more specific guidance on how to contact Microsoft support for B2B clients, additional resources are available.
It's important to keep an eye on your spam or junk folders for their replies, as their automated responses might sometimes land there. If you still don't receive a confirmation after multiple attempts and checking your spam, there might be an issue with the email address you're providing or a broader system problem on their end.
Exploring alternative contact methods
Even after submitting the form and receiving a ticket, direct communication with Microsoft support can sometimes feel limited. Unlike some other providers, there isn't typically a direct email address or phone number for escalating deliverability tickets once they've been created through the online form.
One alternative avenue that has proven helpful for some is engaging with the Mailop community. This is a mailing list for email operators and deliverability experts. Microsoft employees often monitor this list, and bringing your specific problem there might catch the attention of someone who can offer insight or assistance. It's not a guaranteed solution, but it can provide an avenue for discussion and potential visibility.
Additionally, Microsoft provides specific email addresses for reporting certain types of issues. For instance, if you receive junk email from Outlook.com users, you can report these messages directly. This helps them identify and address abusive senders on their network, which indirectly improves the ecosystem for legitimate senders.
Reporting spam or phishing to Outlook
If you are receiving unwanted emails, Microsoft provides mechanisms for users to report phishing or junk email. Senders facing deliverability issues should also review Microsoft's services for senders and ISPs to ensure compliance with their policies. This includes understanding the specific requirements for sending to Outlook.com domains.
General reporting for abuse
For junk email: Forward the email as an attachment to report_spam@outlook.com.
For phishing emails: Forward them to report-phish@microsoft.com.
This helps Microsoft gather data on problematic senders and improve their filters. While these aren't direct routes to address your own deliverability, they are part of the broader ecosystem of maintaining healthy email sending.
Proactive steps to maintain deliverability
Ultimately, the best way to avoid needing to contact Microsoft support for deliverability issues is to prevent them from occurring in the first place. Consistent adherence to email best practices is paramount. This involves maintaining a strong sender reputation, which is influenced by factors like your IP address history and domain authority.
Regularly monitor your email deliverability metrics, including open rates, click-through rates, and bounce rates. Pay close attention to spam complaint rates, as these are a strong indicator to mailbox providers (including Microsoft) that your emails may not be desired. Tools like blocklist monitoring and DMARC monitoring can provide early warnings if your sending reputation is at risk.
Implementing a robust DMARC policy can provide valuable insights into your email authentication status and help prevent unauthorized use of your domain. This proactive approach is far more effective than reacting to a deliverability crisis after your emails are already going to spam. If you're encountering blacklist issues with your domain, an in-depth guide to email blocklists can help.
Views from the trenches
Best practices
Always get a ticket number when submitting a form, as it is essential for follow-up and communication.
Ensure your own email filters are not blocking replies from Microsoft support, check your spam or junk folder.
Proactively monitor your email reputation and deliverability metrics to identify issues before they become critical.
Maintain clean email lists to prevent high bounce rates and spam complaints, which negatively impact your sender score.
Routinely verify your SPF, DKIM, and DMARC records for proper configuration and alignment.
Common pitfalls
Expecting a direct email or phone line for deliverability issues, as Microsoft primarily uses forms.
Not re-submitting the support form if an automated ticket confirmation isn't received.
Ignoring poor sender practices, leading to recurring spam folder placements with Microsoft domains.
Failing to capture full email headers of problematic messages, which are crucial for diagnosis.
Assuming deliverability problems are always a Microsoft issue without first checking your own infrastructure.
Expert tips
Engage with the Mailop community for potential insights from Microsoft employees and other email operators.
Provide detailed information in your support requests, including sending IPs, domains, and specific email examples.
Understand that resolution may take time and often requires persistence through the official channels.
Utilize Microsoft's services for senders and ISPs to proactively address compliance and deliverability policies.
Consider a phased approach for new sending volumes to build trust and avoid sudden reputation drops.
Expert view
Expert from Email Geeks says that if a ticket number isn't generated after submitting the form, you must resubmit it, as direct communication is impossible without one.
2022-06-15 - Email Geeks
Expert view
Expert from Email Geeks says that you should always check your own filters to ensure they are not blocking automated replies from Microsoft support.
2022-06-15 - Email Geeks
Navigating Microsoft's email deliverability support
While directly contacting Microsoft support for emails going to spam can be a challenging endeavor, it's not impossible. The key is to follow their official procedures, provide comprehensive information, and be patient with the process. Always start with their dedicated online forms and ensure you obtain a ticket number for follow-up.
More importantly, prioritize proactive email deliverability management. By consistently adhering to best practices in authentication, list hygiene, and content, you can significantly reduce the likelihood of your emails ever landing in the spam folder in the first place, minimizing the need for direct intervention from Microsoft (or any other ISP). Remember, a good sender reputation is your best defense against spam filters.
Microsoft's main contact page
