New 365 account rejecting external emails

[Sheridan]

We've taken over support for a 365 tenancy for a primary, and part of that we created a new account for us to use - it works fine internally but any external emails to it are bounced straight away:

 

550 5.4.1 Recipient address rejected: Access denied

 

The new user has a standard A1 account, with their email address specified correctly. Other existing email accounts work fine for internal and external accounts, there are no domain blocks for incoming email either

 

I've tried the method of changing the address, saving it and then changing it back again but no luck, and nothing appears in the mail trace either, so is this an MS issue or have I missed something really obvious?

 

I also ran the connectivity test for inbound smtp email and that was all good.

Edited April 28, 2021 by Sheridan

[Norphy]

The account hasn't been restricted for some reason has it? It might be worth looking under the Restricted Users page in the Security and Compliance centre to see if your new user is listed in there

 

https://protection.office.com/restrictedusers

 

Other possibility - is your new school using a third party email filter? If so, has your new user synced to that?

[willtech]

We had something like this we had to change the email address on the account then ensure that the email address is not present on the account then give it an hour then change it back. This got rid of the issue for us.

[Sheridan]

I've tried with 2 new accounts and neither are showing as restricted, and I've done the rename/save option with both. They can both email external addresses and internal address, but any emails sent to them from any external account are bounced

 

There's no external filtering either - just bog standard 365 Exchange!

[dmason2]

do you have an email gateway like sophos which could be blocking it? I know when i ran into similar problems the email address had to be added into the gateway first else everything just bounces back

[Sheridan]

do you have an email gateway like sophos which could be blocking it? I know when i ran into similar problems the email address had to be added into the gateway first else everything just bounces back

 

AFAIK this was a 365 tenancy setup by one of the companies when the DfE were offering financial support to create a GSuite or 365 domain. It seems to be pretty basic and the connectivity test shows the MX records points directly to o365 (i.e domain.mail.protection.outlook.com)

[CyBeRkId2002]

We had what sounds like this exact issue! The fix was something to do with the fact that the tenency had not been approved as an educational tenency and was effectively in trial mode - took us ages to diagnose but eventually found a page on it. Once MS had approved it the problem went away. As this is a new-ish domain I suspect it may be a similar issue.