Help & Support
Known issues
Active issues DNA is tracking, with workarounds so you can keep moving while we fix them.
Introduction
This page lists issues the DNA team is currently tracking. Each entry covers what you might see, how to work around it, and whether we have a fix in flight. We add to this page as new issues surface and remove entries once they are fully resolved.
Emails sometimes land in Outlook's Junk folder
What you see. Sign-up verification emails, password reset emails, and replies from the DNA team arrive in Outlook's Junk folder instead of the inbox. Mainly affects Outlook, Hotmail, Live, and Microsoft 365 email addresses.
Why it happens. Microsoft's spam filters sometimes route transactional emails from new senders to Junk until the recipient marks them as safe.
Workaround:
Check Junk, Spam, and Quarantine if a DNA email has not shown up within a few minutes.
Add the sender to your safe-senders list so future emails land in the inbox.
If your email address is managed by your firm's IT, ask them to allow-list the sender domain so Microsoft stops flagging future messages.
Status: Active. We are working with our email infrastructure to improve deliverability for Microsoft inboxes.