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FAQs

We have compiled a list of Frequently Asked Questions (FAQs) that address common concerns around junk e-mail and other issues important to our customers and the people they correspond with.

Sender FAQs
This section answers questions that people sending e-mail to Windows Live Hotmail might have.

Windows Live Hotmail consumer FAQs
All support and FAQ related content for Windows Live Hotmail consumers can be found at our support site.

Junk E-Mail FAQs
This section answers questions users and organizations might have about junk e-mail related to Windows Live Hotmail.

Sender FAQs

Q. Why does the e-mail that I send to Windows Live Hotmail users sometimes look different from what they receive?

A. Many e-mail messages now contain HTML code similar to that found in a Web page. This often helps with formatting and design. Windows Live Hotmail now analyzes and processes HTML content to remove HTML code that may be unsafe for your computer. This change is part of Microsoft’s overall Trustworthy Computing Initiative and was made to further reduce the risk of malicious HTML content reaching our users.

To ensure your message is received exactly as you composed it, avoid using HTML code or copying Web content into your messages.

Q. What is the difference between MSN Hotmail and Windows Live Hotmail?

A. Windows Live Hotmail is Microsoft’s new web e-mail service, built from the ground up to deliver a faster, safer and simpler e-mail experience. MSN Hotmail customers will be upgraded to Windows Live Hotmail over the coming months. Customers will be able to keep their MSN Hotmail account ID and use it with the Windows Live Hotmail service, but updated account options for Windows Live Hotmail customers will be available soon.

Q. Why do my messages sometimes appear as being from an “unknown sender” in the Windows Live Hotmail interface?

A. The SmartScreen^TM junk e-mail filter in Windows Live Hotmail currently uses the Sender ID field to determine if the e-mail or sender is legitimate. An unauthenticated Sender ID can have an impact on how we rate an e-mail and its subsequent delivery into the inbox. In addition, depending on the users’ setting and why the e-mail was not authenticated, the e-mail may be flagged as an “unknown sender” in Windows Live Hotmail. Learn more about Sender ID here: http://www.microsoft.com/senderid.

Q. What is Sender ID and why should I learn more about it?

A. The Sender ID Framework (SIDF) is an e-mail authentication technology protocol that helps address the problem of spoofing and fraudulent e-mails (phishing) by verifying the domain name from which e-mail is sent. E-mail which is SIDF compliant can be delivered more reliably. Windows Live Hotmail currently use the Sender ID field to provide additional input to the SmartScreen^TM junk e-mail filter process, helping to determine if the e-mail or sender is legitimate. We recommended that senders publish their Sender Policy Framework (SPF) records to help pass any Sender ID authentication checks. Learn more about Sender ID and how to publish your SPF records here: http://www.microsoft.com/senderid

Q. Does Windows Live Hotmail operate an “allow list” that I can get on?

A. No. An allow list is essentially a “free pass” which allows e-mails from certain senders to bypass junk e-mail filters and other precautions. Windows Live Hotmail evaluates all inbound e-mail for malicious content. You can find out more about our filtering processes here.

Alternatively, we partner with Return Path, Inc. to help ensure the legitimacy of certain senders via their Sender Score Certified program. You can learn more about Sender Score Certified program here.

Q. How do I avoid having my messages marked as potentially dangerous?

A. To help prevent your messages from being identified, as possibly fraudulent:

• Always use valid, reputable URLs. Make sure it’s clear where the recipient will be taken and whether the destination is a valid website.
• Use the standard URL format. Avoid using IP addresses in the URL.
• Where possible, publish your Sender Policy Framework (SPF) records. For more information about publishing your SPF records, visit http://www.microsoft.com/senderid
• Do not link to known phishing sites.

Junk E-Mail FAQs

Q. As an MSN Hotmail customer, how can I report receiving junk e-mail?

A. To report receiving junk e-mail in MSN Hotmail:

1. In your Inbox, select the junk e-mail message you want to report.
2. Click the Junk button and then choose either to report the selected message, or to report the message and also block future messages from this sender.

Q. As a Windows Live Hotmail customer, how can I report receiving junk e-mail?

A. To report receiving junk e-mail in Windows Live Hotmail:

1. In your Inbox, select the junk e-mail message you want to report. You may also select multiple messages by pressing the Ctrl key while clicking multiple messages.
2. Click the Report & Delete button located on the information bar above the message. Note: if the button isn’t visible, you may have already added the sender to your address book.

Q. I am receiving junk e-mail from what appears to be Windows Live Hotmail e-mail addresses. Should I report this?

A. Yes. Spammers frequently imitate, or “spoof,” Hotmail addresses to make it look like the e-mail originated from legitimate Windows Live Hotmail users
To report these kinds of e-mails, send the e-mail message as an attachment with the full message header to report_spam@hotmail.com. We’ll determine if the message originated from our service and take appropriate measures.

Q. How can I tell if an e-mail message has been spoofed?

A. Spoofing is a way of replicating or imitating a legitimate e-mail address to give a fraudulent e-mail the appearance of legitimacy. To check an e-mail for spoofing:

1. In MSN Hotmail, click Options in the upper right corner of any page, click Mail on the left side, and then click Mail display settings. Next to Message headers, click Full, and then click OK.

-Or-

In Windows Live Hotmail, right click the message and select View Source.

-Or-

If you are not an or Windows Live customer, consult your e-mail program’s documentation or help to determine how to view full message header information.
2. Look for these lines of text in the message header: X-Originating-IP and X-Originating-E-mail.

For example:
Sat 02 June 2001 13:47:27 PST
X-Originating-IP: [123.4.567.89]
X-Originating-E-mail: [falseaddress001@hotmail.com]
From: False Address
falseaddress001@hotmail.com
3. If you are unable to locate both the X-Originating-IP and X-Originating-E-mail lines in the header of the message, this indicates that the message has been forged and is not from a legitimate account. Windows Live welcome notification of these abuses, but cannot take action against individuals outside of our membership.

Q. How do I report abuse (threatening or harassing e-mail) from Windows Live Hotmail users?

A. Use the steps detailed in the previous FAQ to determine if the message was spoofed. If the message wasn’t spoofed, forward a complete copy of the abusive message (including the full message header) to abuse@hotmail.com.

Q. How can Law Enforcement contact Windows Live Hotmail?

A. If you are a member of law enforcement and wish to serve the Microsoft Corporation with legal documentation regarding an Windows Live Hotmail account, or if you have questions regarding legal documentation you have submitted to Microsoft, please call (1) (425) 722-1299.

Q. I received an e-mail in my Junk E-Mail Folder that wasn’t Junk. What can I do?

A. To help prevent messages from specific senders from being evaluated as junk e-mail, you can add the senders to your safelist.

If you're using MSN Hotmail:
1. Click Options.
2. On the left side of the page, click Mail, and then click Junk E-Mail Protection.
3. Click Safe List.
4. Type an address or domain (a domain is the part of an e-mail address that follows the @ sign) from which you always want to receive messages, and then click Add.

If you're using Windows Live Hotmail:
1. Click Options.
2. Click Allowed and Blocked Senders under Junk e-mail
3. Click Allowed senders.
4. Type an address or domain (a domain is the part of an e-mail address that follows the @ sign) from which you always want to receive messages, and then click Add to List.