Receipt of email notifications to Hotmail emails

Receipt of email notifications to Hotmail emails

We have identified a recent issue with Hotmail blocking emails from a range of IP addresses hosted by Amazon Web Services.

Amazon Web Services (AWS) is a worldwide hosting service used by many providers, ourselves included. This may mean that you are unable to receive order notifications from our Secure Hosting payment platform, if you use Hotmail, or that customers using Hotmail may not receive their copies of these notifications.

You may have received a notification from Hotmail, similar to the one below, which essentially states that they have blocked all AWS addresses indiscriminately, ours included. This is despite our IP addresses not appearing on any blacklists. 

Jun  3 15:23:37 mailserver/smtp[13492]: 61FF5990C7: to=<**removed**@hotmail.com>, relay=hotmail-com.olc.protection.outlook.com[104.47.32.33]:25, delay=0.47, delays=0.02/0/0.34/0.11, dsn=5.7.1, status=bounced (host hotmail-com.olc.protection.outlook.com[104.47.32.33] said: 550 5.7.1 Unfortunately, messages from [35.177.171.202] weren't sent. Please contact your Internet service provider since part of their network is on our block list (S3140). You can also refer your provider to http://mail.live.com/mail/troubleshooting.aspx#errors. [SN1NAM01FT030.eop-nam01.prod.protection.outlook.com] (in reply to MAIL FROM command))


We, and other companies, have attempted to resolve this directly with Hotmail/Microsoft but no-one has been successful so far. 

At this point in time, the fastest resolution we can recommend is that you use a different email address for receipt of these notifications. To do so for your SH account, please follow these steps:

  1. Log into your SH account
  2. Go to Settings > Company Details
  3. Replace the email address in the 'Order Notification Email' field. You may also simply add another email address, if you do not wish to replace it entirely by separating the emails within the field with a comma and no spaces

If you are unable to use a different email, you may wish to raise this with Hotmail as a fault. 

If you have any further questions, please contact our Customer Services Team who will be happy to assist.