How to update or change the complaint address for JMRP FBLs in SNDS?
Michael Ko
Co-founder & CEO, Suped
Published 8 Jul 2025
Updated 15 Aug 2025
8 min read
Dealing with email deliverability issues is often a journey through various platforms and portals, each with its own quirks and challenges. One common frustration I've encountered, and heard echoed by many in the community, revolves around managing feedback loops (FBLs), especially within Microsoft's Smart Network Data Services (SNDS) and their Junk Mail Reporting Program (JMRP).
Specifically, the process of updating or changing the complaint address for JMRP FBLs can feel like navigating a maze without a map. You might find yourself locked out of editing existing feeds or discover that new feeds you attempt to set up with the same IPs are mysteriously removed shortly after creation.
This can be a significant headache for email senders relying on these FBLs to monitor their complaint rates and maintain a healthy sender reputation. Without accurate and timely complaint data, it becomes incredibly difficult to identify and remove problematic subscribers, which can quickly lead to blocklisting (or blacklisting) issues and poor inbox placement. My aim here is to shed some light on this particular challenge and offer guidance on how to manage it.
Understanding JMRP and SNDS basics
Before diving into the specifics of changing complaint addresses, it's essential to grasp the role JMRP and SNDS play in the broader email ecosystem. SNDS provides data about your IP reputation with Microsoft's mail systems, including spam trap hits and complaint rates. JMRP, on the other hand, is Microsoft's FBL program, sending automated reports of user complaints to the registered email address.
These FBLs are crucial because they provide direct feedback from recipients who mark your emails as spam. Receiving these complaints allows you to quickly identify disengaged users and remove them from your mailing lists, preventing further complaints and protecting your sending reputation. A high complaint rate is a major red flag for mailbox providers and can lead to emails being sent directly to the junk folder or, in severe cases, your IPs or domains being added to a blocklist (or blacklist).
For email service providers (ESPs) and high-volume senders, managing these FBLs across multiple IPs and domains is a continuous effort. It's not uncommon for the designated complaint address to change due to internal restructuring, staff changes, or even a switch in how you process complaint data. When such a change becomes necessary, having a clear and efficient process to update the complaint address is vital for uninterrupted monitoring of complaint rates.
The challenge of updating JMRP FBL complaint addresses
One of the most perplexing aspects of managing JMRP FBLs through SNDS is the lack of a direct option to edit or manage an existing complaint feed's address within the portal itself. This is a common pain point reported by senders. You might log in, navigate to your registered IPs and feeds, only to find no obvious button or field to update the associated complaint email.
To make matters more confusing, attempting to create a new feed with the same IPs often results in the new feed being automatically removed after a few minutes. This happens because the system recognizes that those IPs are already associated with an existing feed, even if you can't see or modify it directly. This creates a Catch-22 situation where you can't edit the old, and you can't create a new one, leaving you in limbo.
The primary avenue for resolving such issues often involves contacting Outlook.com's support, specifically the `msn-snds@microsoft.com` email address. However, as many senders have experienced, this channel can be slow to respond, if at all. It might take days of back-and-forth to even confirm the correct contact point for JMRP-related inquiries, leading to significant delays in resolving critical deliverability concerns. This lack of a streamlined, self-service option can be incredibly frustrating when you need to make urgent changes to your FBL setup.
Expected behavior
Direct editing: A clear option within SNDS to update the complaint email address for an existing JMRP feed.
Seamless recreation: Ability to delete an old feed and immediately register a new one with the desired complaint address.
Responsive support: Quick turnaround from Microsoft support for FBL-related inquiries.
Steps to address the complaint address change
Given the limitations within the SNDS portal, the most reliable path to updating your JMRP FBL complaint address typically involves direct communication with Microsoft support. The primary email address to use for JMRP-specific issues is `msn-snds@microsoft.com`. When contacting them, be prepared to provide all necessary details, including the IPs involved, the current complaint address, and the new address you wish to use.
It's important to be persistent. If you don't receive a response within a reasonable timeframe (e.g., 2-3 business days), follow up politely. Clearly state that you have exhausted the options within the SNDS portal and require their direct assistance. In some cases, if you have access to the old complaint address, you might be able to set up forwarding to the new one as a temporary measure while waiting for Microsoft to implement the change.
Another point to consider is that the functionality to directly update a feed's complaint address might simply not exist within SNDS. Based on community discussions, the common understanding is that if you need to change the complaint address, you might need to break the existing feed and recreate it. This, however, still requires intervention from Microsoft support, especially if the system automatically removes new feeds due to perceived duplication. Document your communications and be as clear and concise as possible with your requests.
Sample email to msn-snds@microsoft.comemail
To: msn-snds@microsoft.com
Subject: JMRP Complaint Address Update Request - [Your Domain/IPs]
Dear Microsoft SNDS Support Team,
I am writing to request an update to the complaint feedback address for our JMRP feed.
Current IPs associated: [List your IPs or IP ranges]
Current Complaint Address: [old@yourdomain.com]
New Desired Complaint Address: [new@yourdomain.com]
We have attempted to make this change via the SNDS portal but could not find an option to edit the existing feed. We also tried to create a new feed for these IPs, but it was automatically removed.
Please let us know what steps are required to facilitate this change.
Thank you for your assistance.
Sincerely,
[Your Name/Company Name]
Best practices for managing feedback loops
While you might need to engage with Microsoft support for specific address changes, there are several best practices you can follow to manage your feedback loops more effectively and minimize the need for such interventions in the future. Proactive measures are always better than reactive fixes when it comes to email deliverability and sender reputation.
Regularly reviewing your FBL data is paramount. This includes not just JMRP but also Yahoo's Complaint Feedback Loop (CFL) and any other FBLs you participate in. By consistently analyzing complaint trends, you can identify campaigns or segments of your list that are generating higher-than-average complaints. This insight allows you to refine your sending practices and audience targeting.
Maintaining a clean and engaged mailing list is the single most effective way to reduce spam complaints. Implement strong list hygiene practices, including double opt-in, regular list cleaning, and prompt removal of inactive subscribers or those who frequently complain. Remember, even if you are not directly changing an FBL address, staying on top of your sender reputation is an ongoing effort that helps you avoid being put on a blocklist (or blacklist) in the first place.
Views from the trenches
Best practices
Ensure your contact email for SNDS and JMRP is regularly monitored and updated.
Always follow up if you do not receive a timely response from Microsoft support.
Implement automated processes to parse FBL reports and remove complainers swiftly.
Regularly audit your SNDS account to confirm all IPs and feeds are correctly configured.
Common pitfalls
Expecting self-service options for complex JMRP FBL changes in SNDS.
Not having a backup plan or forwarding in place for the complaint address.
Failing to document support requests and communication with Microsoft.
Ignoring FBL data, leading to increased complaint rates and reputation damage.
Expert tips
If the existing complaint address is no longer accessible, try setting up a forwarding rule on the old mailbox if possible.
When reaching out to support, include your entire IP range to provide full context.
Consider setting up internal alerts for significant drops in JMRP feedback, indicating an issue with the feed.
For large organizations, designate a primary contact person for all SNDS and JMRP communications.
Marketer view
A marketer from Email Geeks says they needed to change the complaint address for JMRP FBLs and found that the SNDS service did not provide an option to edit or manage the existing feed. New feeds with the same IPs were automatically removed after a few minutes, which was frustrating.
2020-03-27 - Email Geeks
Expert view
An expert from Email Geeks says they vaguely recall that there's no way to update a feed directly in SNDS. The common workaround is to break the existing feed and then recreate it with the new details, although this still often requires assistance from Microsoft support.
2020-03-27 - Email Geeks
Key takeaways for managing JMRP complaint addresses
Navigating the complexities of JMRP FBL complaint address changes in SNDS can be a test of patience. While the SNDS portal doesn't offer a direct self-service option for editing existing feeds or seamlessly replacing them, understanding the underlying reasons and available workarounds is key.
The most effective approach often involves persistent communication with Microsoft's `msn-snds@microsoft.com` support. Be clear, provide all necessary details, and be prepared for potential delays. Meanwhile, focusing on robust list hygiene and proactive monitoring of your sender reputation can help mitigate the impact of any temporary FBL data interruptions.
Ultimately, staying vigilant and understanding the specific requirements of each mailbox provider's feedback loop program, even those with less intuitive interfaces, is fundamental to maintaining high email deliverability rates and ensuring your messages consistently reach the inbox.
Microsoft's mail systems, including spam trap hits and complaint rates. JMRP, on the other hand, is Microsoft's FBL program, sending automated reports of user complaints to the registered email address.
Outlook.com's support, specifically the `msn-snds@microsoft.com` email address. However, as many senders have experienced, this channel can be slow to respond, if at all. It might take days of back-and-forth to even confirm the correct contact point for JMRP-related inquiries, leading to significant delays in resolving critical deliverability concerns. This lack of a streamlined, self-service option can be incredibly frustrating when you need to make urgent changes to your FBL setup.
