Not receiving emails from contact forms (MS Office users only)

Hi @Frederick SEO

Thank you for sharing such detailed information. I completely understand how frustrating it can be when important messages don’t make it through, especially when everything else seems to be working as expected. 

Since direct emails are going through and the form submissions are reaching other domains, it’s very likely that Microsoft 365’s filtering system is flagging these specific messages for domain-1. Microsoft’s security filters are quite strict, and automated emails from websites are sometimes mistaken for spam. 

To help resolve this, here are a few recommended steps your email administrator can take: 

Add Sender to Safe Senders List

This step helps ensure future messages aren’t filtered at the individual mailbox level: 

• Go to Outlook Web App > Settings (gear icon) > Mail > Junk Email 
• Under Safe senders and domains, add the sender's email address or your website's domain (@domain-2.com). 

Check Quarantine & Message Trace 

If the emails aren't appearing in the inbox, they may be getting filtered or rejected before delivery. 

• Quarantine: Visit https://security.microsoft.com/quarantine. If the message is there, release it and mark as Not Junk. 
• Message Trace: If you have Microsoft 365 admin access, running a message trace will show how the message was processed, whether it was delivered, filtered, or rejected and why. This can be especially helpful in pinpointing where the issue is happening. 

Review Anti-Spam and Mail Flow Rules (IT Admin) 

If you have admin access, it’s worth reviewing your organization’s policies: 

• Go to Microsoft 365 Defender > Email & Collaboration > Policies & Rules. 
• Check the anti-spam policies and ensure your website's domain (domain-2.com) or its web server IP address is added to the Allowed Senders list. 
• Also, review any transport rules in the Exchange Admin Center to confirm there are no filters unintentionally blocking or redirecting these emails. 

These steps should help narrow down the cause and hopefully restore reliable delivery of your contact form emails. 

If you or your IT team need help gathering technical details or contacting Microsoft support, I’m happy to assist. Please feel free to reach out if there's anything else I can do. I’m here to help. 

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