I have a client with an ecommerce site. It's working fine but we realised that Hotmail accounts are not receiving emails from the site (eg: the receipt when someone orders a product).

We tested by creating an account and sending mail via Roundcube to a Hotmail account but got no results. Server mail logs say the email's been sent. We do not get any error messages bouncing back. The server does not appear to be on any blacklists and, of course, we've checked the spam folders.

Would anyone know what's going on here?

Server is a shared-server with LAMP stack.

Update: the server is able to receive emails from Hotmail. Replying to this email works.

  • 2
    Maybe ask your provider to give you a new IP (in a different range?)
    – William
    May 6, 2016 at 9:52
  • Check out my comment below my answer, you can contact [email protected] and check if the IP address is listed, but I repeat, this is more a server admin job. If the IP is blocked it is affecting many people.
    – Steve
    May 8, 2016 at 22:13

1 Answer 1


I've been through this, you will likely find that the server's IP address has been blacklisted by Microsoft. Does your domain have valid SPF and DKIM records in DNS? If not, that will be what has caused it possibly.

You don't say whether or not there is a bounce message, this will tell you the problem, as usual. Because it is a shared server, all you need is someone else on the server to spam Hotmail/Live/Outlook and the entire server is blacklisted. I would be reporting it to the server admins.

  • But wouldnt that result in a bounce back message?
    – MeltingDog
    May 6, 2016 at 7:58
  • Yes, it should. Check the mail logs if you have access. I would suggest getting sysadmins to investigate this further, they can dig deeper than you'll be able to without root access.
    – Steve
    May 6, 2016 at 8:01
  • 1
    Considering replying to emails works, the problem shouldn't be the IP being blacklisted. I think you should call Microsoft!
    – William
    May 6, 2016 at 9:54
  • Many anti-spam filters will not send e-mails back. This is called backspatter and causes more problems than it solves. Keep in mind that some ISPs and other services, especially free e-mail providers, use their own blacklists. While I do understand why they do this, I do not agree with it if they are not feeding the blacklists with spam reports. It is like bringing a food to class and not having enough to share. Think Jeff Spicoli when he brought the pizza to class and Mr. Hand dressed him down. I digress.
    – closetnoc
    May 6, 2016 at 12:36
  • 1
    @Steve Sometimes you just have to laugh... look at what I found?? english.stackexchange.com/questions/87596/…
    – closetnoc
    May 8, 2016 at 22:26

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