A Real Email Keeps Going to Junk

First, move the message back

Find the message in your Junk Email folder, right-click it, choose Junk, then Not Junk. That puts it back in your inbox and tells Outlook it got this one wrong.

Doing that alone often fixes it. If the same sender keeps getting caught, add them to your safe list as well.

Add the sender to your safe list

Outlook on Windows

1. Go to the Home tab.
2. Click Junk, then Junk E-mail Options.
3. Click the Safe Senders tab.
4. Click Add.
5. Type the sender's email address. To trust everyone at their company, type the domain instead, like @theircompany.com.
6. Click OK, then Apply.

Outlook on the web, or the new Outlook app

1. Click the settings gear in the top right.
2. Choose Mail, then Junk email.
3. Under Safe senders and domains, click Add.
4. Type the address or the domain.
5. Click Save.

A note on domains. Adding a whole domain trusts every person at that company, which is usually what you want for a client, a vendor, or your bank. Only do it for organizations you actually deal with.

If it keeps happening

If a sender keeps landing in Junk for several people in the office, that is worth telling us about rather than each person fixing it on their own machine. Filtering that happens before the mail reaches Outlook is something we can adjust once, centrally, and it sticks for everybody.