Moving a sender's files out of junk for future messages doesn't help

Dear @Bloxinator CLOUD
Thank you for posting your question in the Microsoft Q&A forum. Marking an email as Not Junk or selecting “Never block this sender” does not always guarantee future messages will bypass the Junk folder. This is because Outlook’s Junk Email Filter works independently from Safe Senders and can still classify messages as junk based on content or other factors. 

To resolve this, please try the following options: 

Option 1: Make sure the sender isn’t blocked 
In Outlook (or new Outlook): Settings > Mail > Junk email > Blocked senders and remove the address/domain if present.  

Official Microsoft Guide: You can find more information on this process here: Block or unblock senders in Outlook - Microsoft Support 

Option 2: Add the sender/domain to Safe Senders 

• Outlook on the web (OWA): Settings > Mail > Junk email > Safe senders and domains → Add the address/domain.  

Official Microsoft Guide: You can find more information on this process here: Block or allow (junk email settings) - Microsoft Support 

Option 3: If mail still goes to Junk (ask your admin to check EOP) 

Step 1: Run a Message Trace in the New Exchange Admin Center 

1. Sign in to the Exchange Admin Center (EAC): 
   https://admin.exchange.microsoft.com 
2. Go to Mail flow > Message trace or directly open: 
3. Click Start a trace. 
4. In the New message trace pane: 
   • Sender: Enter the email address of the sender. 
   • Recipient: (Optional) Enter the recipient’s email. 
   • Date range: Select the time frame (up to 10 days for immediate results). 
   • Click Search. 

Official Microsoft Guide: You can find more information on this process here: Message trace in the new EAC in Exchange Online | Microsoft Learn 

 Step 2: Review Message Trace Results 

• The results will show:  Status: Delivered, Junked, Quarantined, Failed, etc.  Message event details: Actions taken (e.g., marked as spam, moved to Junk). 
• Click the Message ID or Details to see:  Policy hits (e.g., Anti-Spam policy, Transport rule).  Spam Confidence Level (SCL) and Bulk Complaint Level (BCL).  If the message was Junked, you’ll see the reason (e.g., high SCL score). 
• Review message headers for SCL/BCL and any DMARC or authentication failures. EOP moves SCL 5–6 (Spam) and 7–9 (High confidence spam) to Junk/Quarantine by policy.  

Official Microsoft Guide: You can find more information on this process here: Spam confidence level - Microsoft Defender for Office 365 | Microsoft Learn 

• If appropriate, your admin can use mail flow rules or allow policies to override spam filtering for this sender. 

If the issue persists, it may be due to server-side filtering or organizational policies. In that case, contacting your email administrator or IT support would be the next step. 

Please let me know if you need further assistance. 

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