Acronis Verification e mails fail to arrive to onetel. address; OK if I use Outlook address

[Geluk]

I've tried 3 different times to get verification e mail from Acronis [virus protection app]; no sign of the, despite checking my SPAM folder.

Immediately I offered an Outlook.com address came through in seconds.

Why would this be?

[Ady-TalkTalk]

Hi Geluk, I've run the 7 day check on you registered mail address. There's nothing showing as blocked against that. If you can provide the sender address I can check against that too. 

Ady

[Gondola]

The account.acronis.com domain uses mailgun bulk mail senders. There's no blacklisting by the usual agencies and there's a strict SPF file defined and a DMARC policy.

If mailgun have trouble delivering to your email address they will apply a suppression to sending. Here's the instructions to the originator as to how to remove that mailgun suppression on sending.

You've not confirmed that your online mailbox has absolutely no filter rules defined. TalkTalk require that confirmation before they'll investigate. This is to make sure there's no filter rule blocking mailgun senders for some other reason.

Ady can check back over the previous 7 days to see if the mailgun senders have been blocked or indeed if any mail to your mailbox has been blocked. If that check comes back as negative then there is nothing TalkTalk need to do. You'll need to go back to acronis customer service and explain what I've just told you.

[Geluk]

It must be something in TT Servers causing this; TT need to unblock.

Works using Outlook.com e mail address.

[Gondola]

If you have difficulty receiving a verification email from acronis.com then the advice from the vendor is to contact Acronis Support at https://www.acronis.com/en-gb/support/

Ask them to check that your email address does not have a suppression on sending which is what would happen if their mail sender had trouble getting mail delivered.

As is often the case with verification emails there's often something that may trigger the network protection system to scan the content for a potential scam fingerprint. This action doesn't block the delivery but defers it so in practice, the normal wait time, according to Acronis, is a few minutes but in the case of deferred delivery for scanning the wait time may exceed the validity timeframe.  But as the emails from acronis.com do have SPF authentication and a DMARC policy is in place there's no obvious reason to think there might be a TalkTalk network block on delivery.

The assumption is that your TalkTalk mailbox has no filter rules defined. If your online mailbox does have any filter rules defined including an auto forward then delete them all so there's absolutely nothing stopping mail from reaching your Inbox.