Office 365 email user receiving NDRs when sending outside of our organization

Jason Shaw
Jason Shaw used Ask the Experts™
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We have a single user who is unable to send email outside of our organization due to multiple kickbacks with following NDR
Remote Server returned '550 5.7.501 Service unavailable. Banned Sender
I have verified by searching the various online spam lists ( spamhaus, etc) that our domain is not on any list and the issue does not seem to be effecting any of our other users. This user had his account hacked last week and we discovered it was used to send a large amount of spam before we reset his account.
I am unable to find a solution to resolve kickbacks for a single email address.
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Most Valuable Expert 2015
Distinguished Expert 2018

Commented:
Open a support case, he's probably listed on the internal blacklist. You can also try the self-service delisting functionality: go to the Office 365 portal -> Exchange -> Protection -> Action center and if the user is listed there, remove him.

Author

Commented:
Thanks. I removed him in the action center after I read your post. Is that an instant resolution or does that take time to process? I ran a test after removing him in the action center and still kicked back. According to kickback, indication is recipient email provider is rejecting it
timgreen7077Exchange Engineer
Distinguished Expert 2018

Commented:
Does the rejection come from all external recipients or just select ones?
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Author

Commented:
I tried gmail, yahoo and another provider and all rejected. Not being rejected internally though
timgreen7077Exchange Engineer
Distinguished Expert 2018

Commented:
Oh ok, then yes it seems that O365 may be blocking the sender. @Vasil Michev (MVP) solution may be correct, and if you removed the sender from the internal blacklist there may be a replication period. I would give it at least an hour. If issue still happens after that, reach out to O365 free support.

Author

Commented:
I will try a little patience and test again! lol Thanks!
timgreen7077Exchange Engineer
Distinguished Expert 2018

Commented:
Sure thing and good luck.
Try changing the primary SMTP address to something else and keep the current one as secondary so the new email address will be published outside and it might allow you to send the emails

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