Delivery/quarantine issue

  • 1
  • Problem
  • Updated 3 years ago
  • Not a Problem
Outlook is putting our EMMA emails in quarantine and
not allowing them to be delivered to the user’s inbox or Spam folders.  When I checked EMMA,  it shows up as the message was successfully delivered. We're concerned that there may be several people on our list that are not actually getting the emails.

Photo of Park Center Nashville

Park Center Nashville

  • 1 Post
  • 0 Reply Likes

Posted 3 years ago

  • 1
Photo of Will Boyd

Will Boyd, Official Rep

  • 8 Posts
  • 2 Reply Likes
Official Response
Hi there,

Thanks for reaching out about this. My name is Will, and I’m on Emma’s delivery team. I took a look at your campaigns, and it looks like this is an issue where the from email address and the recipient are at the same domain. This can sometimes cause your server to look suspiciously at these messages, as it was not involved in the sending of the message. However, there is a step you all can take on your side to help correct this. 

I would suggest having your IT folks whitelist Emma’s information. This instructs your servers that emails sent via Emma are legitimate Emails to receive and deliver. We have more information on this and how to whitelist Emma at

Along with whitelisting Emma, I do have one further suggestion to help you all make sure your emails are getting the best inbox placement and delivery as possible. I see where you all do have an SPF record set up for your domain, but that record does not have Emma’s information. Similar to whitelisting, SPF records let external receiving servers know that your emails sent via Emma are authentic emails. Adding Emma to your SPF record will be important for you. We have information on how to add Emma to your SPF record at

I hope that helps. Let us know if you have questions.

Will Boyd
Sr. Compliance Analyst/Deliverability Specialist