How do you reach out to Microsoft via SNDS or support?
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Reaching Microsoft about deliverability requires knowing which tool to use. Most of the time, you don't need to contact them directly. SNDS (Smart Network Data Services) is your first stop for understanding what's happening to your mail.
SNDS is passive monitoring. You register your IP addresses, and Microsoft shows you data about how they're treating your traffic. You see complaint counts, spam trap hits, and authentication failures. all the signals that affect your reputation. It's a dashboard, not a support ticket. Check it weekly. If you're seeing spike in complaints or trap hits, that's your signal to investigate your sending practices, not to contact Microsoft yet. (Most of the time, SNDS data points to something you're doing wrong. wrong list segment, authentication misconfiguration, content issue.)
If SNDS shows a problem and you've fixed it, the reputation usually recovers on its own over a few days. If it doesn't, then you have something worth escalating.
JMRP is active feedback. The Junk Mail Reporting Program is similar to Yahoo's feedback loop. You register for JMRP, and Microsoft sends you notifications when Outlook/Hotmail users report your mail as junk. You suppress those addresses immediately. This data is critical for managing complaint rates. Set up JMRP at the same time you set up SNDS.
When you need to escalate. If your complaint rate has been normal, your DKIM and SPF are correct, you've implemented fixes, and you're still seeing filters or blocks, then you can file a support request through Microsoft's official support form. Be specific: "IPs [list them] have maintained complaint rates below 0.1% in SNDS for 30 days, DKIM/SPF are verified, but emails are landing in Junk folder. This change occurred on [date]." Include SNDS screenshots. Include your complaint rate trend. Include samples of what you send.
Microsoft's support team moves slowly. You might wait 2-3 weeks for a response, and they might ask for more data rather than solve your problem directly. They're not a consulting service. They're not going to white-glove your reputation back into shape. They want to see that you've done your work before they engage. If you're reaching out, you should already have clean data, verified authentication, and evidence that you're not abusing their system.
First time setting up SNDS and JMRP? Start with the SNDS portal. Register your IPs. Monitor for a week. Once you understand the data, set up JMRP and build suppression workflows. If you're in crisis. already throttled or seeing sudden blocks. a Review My Emails SOS call can help you assemble your data package and decide if escalation makes sense.
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