Mailchimp emails not being received in inbox

I work for an agency that sends out marketing emails for a client using Mailchimp software. Twice weekly for the past three years we have sent out bulk HTML emails to a list of 80,000+ with no issues. However, twice in the past month, my client has complained that, even a week after sending, he has not received the email in his personal Hotmail account; he has received the email in his primary Outlook desktop account.

I contacted Mailchimp to see if there was a problem delivering emails to this specific Hotmail account and this was their reply:

"I've dug into the subscriber activity within the account, as well as searched his specific address for that campaign using our advanced delivery search tools.  It looks like the message was passed to the receiving domain and accepted as we would expect."

I have advised my client to check his junk folder and folder settings and it is clear that the email has not arrived.

Is there any reason that would be preventing emails from landing in his Hotmail inbox without sending a failed delivery message to the sender? My client is worried that this is a large-scale problem that is having an effect on sales.

Any help would be gratefully appreciated.

Hi JackFilose,

Thank you for posting to Microsoft Community. I understand that emails are not being received by a specific account. Allow me to assist you with this.

I would like to inform you that there are several possible reasons why you're unable to receive emails from a specific sender. One of the possible reasons is puts limits on the volume and type of email that can be sent. This is to help fight spammers and reduce the amount of junk email you get.

To isolate this issue, we recommend you to check your Email Rules,Blocked sender list and Safe senders list. You can read and follow the steps that can be found on the link below.

"I'm not receiving emails sent by family or friends"

If same issue persists after following the steps from the help article above, kindly get back to us and provide the following information below so that we could further investigate the issue.

- Affected account.

- Are you accessing the Personal Hotmail account through a web browser or Mail Client?

- What do you mean by Outlook desktop account? Is this a Mail Client? Or your Personal Hotmail account was added to Outlook desktop account?

Note: For security purposes, please post the account information on the private message area I have provided above your post. You also need to login to this Forum to view the private message link.

We are looking forward to your response on this matter.


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Question Info

Last updated October 5, 2020 Views 3,394 Applies to: