Not receiving password reset emails

Question

Not receiving password reset emails

Rachael Trom 0

I am unable to receive password reset emails to my live.com but can receive all other emails from apps and websites. Tried online fixes and nothing is working. Fix this issue!

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Answer 1

Lucus-V 12,715 Microsoft External Staff Moderator

Hi Rachael Trom,

To help narrow this down, could you let us know:

Which website or service you're attempting to reset the password for?
Are you receiving any emails from that service, or only the password reset emails are missing?
Have you checked Junk Email, Deleted Items, Archive, and searched your mailbox for the sender's email address/domain?
Is the reset email being sent to your @live.com address directly, or is it associated with a Microsoft account that uses aliases?
Have you successfully received password reset emails from this same service in the past?

Since you're able to receive other emails normally, this appears to be a sender-specific issue rather than a general Outlook.com delivery problem. The answers to the questions above will help determine whether the problem is with Outlook.com filtering, account configuration, or the sending service itself.

Rachael Trom 0 Reputation points

2026-09-06T17:01:15.41+00:00

Right now it’s specifically Starbucks, it’s been months I’ve been trying. I receive general emails from them. I have checked all mailboxes, searched by email and domain. I don’t know what’s meant by an account with aliases, I’ve had my LIVE email forever. I haven’t needed to change the password on the Starbucks app in many years so can’t answer the last question. On their end they have been unable to find a reason the email has not been received.
Lucus-V 12,715 Reputation points Microsoft External Staff Moderator

2026-09-07T15:58:04.2633333+00:00
Hi Rachael Trom,

Thank you for the additional details. Since:

The issue appears to be limited to Starbucks password reset emails.

You continue to receive other Starbucks emails normally.

You've already checked all folders and searched for the sender/domain.

Starbucks has indicated they cannot identify an issue on their side.

This points away from a general Outlook.com mailbox issue and suggests that the password reset messages may be failing before they reach your mailbox or are being filtered differently from Starbucks' marketing and transactional emails.

A few additional things to check:

Sign in to your Outlook.com account and review Settings > Mail > Junk email for any blocked senders or domains that may be related to Starbucks.

Check whether you have any inbox rules configured under Settings > Mail > Rules that could be moving or deleting messages automatically.

If your Microsoft account has multiple email aliases, verify which address is set as the primary sign-in alias and confirm that Starbucks is using the exact same email address. If you're unsure, you can review your aliases from your Microsoft account settings.

As a test, if Starbucks allows changing the account email address, try temporarily updating it to another email provider (for example, Gmail) and request a password reset. If the reset email arrives there, it would help confirm that the issue is specific to the delivery path between Starbucks and Outlook.com.

Given that this has been occurring for several months and only affects Starbucks password reset emails, there is unfortunately no mechanism within Microsoft Q&A to investigate delivery logs for a personal Outlook.com account. If the additional checks above do not identify the cause, you may need to continue working with Starbucks support and provide them with examples including the approximate date and time of recent reset requests so they can review their outbound email logs in more detail.
Lucus-V 12,715 Reputation points Microsoft External Staff Moderator

2026-09-13T16:33:25.3133333+00:00

Hi Rachael Trom,

I hope everything is going well on your end. Just wanted to check in and see how things are going for you lately, anything you'd like to share or discuss?