Firefox Relay does not forward received emails

I hope I am posting to the right forum. If not, please point me to the right place.

For the past couple of days, I am not receiving any email from my Firefox Relay email alias. I cannot even login into the account to check settings as the OTP required to login is also sent to the Firefox Relay alias which has stopped forwarding all of my email.
This itself is a bug/major flaw. But that is for another time. For now, I need to get my email to flow. Would appreciate any assistance/guidance shared to get this sorted out. Thanks.


Please make sure your Firefox Account is set to the email address you expect.

Then, please check on your Relay profile page to make sure Relay did not receive a bounce from your email provider.

Next, check that you can manually send a small email to your alias and see if it is delivered? If senders send an email that is larger than 150K, Relay will not deliver it. (See our FAQ)

Thanks groovecoder. The links you shared were very helpful.
Email address to where email should be related to is correct and unchanged since originally setup in July 2020.

Per the Relay profile page, there was a bounce and guidance that the next attempt will be tomorrow afternoon at 3:06pm. I have copied the message at the end of this note. (Would have been nice to see a timestamp for this message - also not sure if this message is the first retry attempt or 25th retry attempt)

My mail provider is Microsoft Outlook Live (previously known as Hotmail). My mailbox is not full - 73% of 10GB used, 23% free.

I have sent test messages from my Outlook Live email to the Relay email address with no successful receipt.

So, from an end user perspective, what can I or should I do? Can I manually make Relay start relaying my email?

BTW, what happens to the mail that has not been delivered - lost in ether? Or a store and forward when Relay establishes a connection?

Error message from profile page is below

Relay⁩ couldn’t deliver your email.

We are currently unable to send email to ⁨[email]. We received a ⁨soft⁩ “bounce” from your email provider when trying to forward emails to you. This can happen if ⁨Relay⁩ couldn’t connect to your email provider, or if your mailbox was full. We will try again on ⁨09/23/2021 3:06 p.m.⁩.

So, magically shortly after my email messages and Luke Crouch’s assistance on Wednesday last week, Relay forwarded messages started to flow back into my main email inbox. Alas, the joy was short lived. Nothing since late yesterday.

I see a soft bounce message on my Firefox Relay profile page. I have been using the service since July 2020 and more than a year later, my Microsoft Hotmail account seems to be bouncing the Relay messages. I get all direct messages as far as I can tell. So, I wonder what has changed and what I can do to prevent this from recurring. Any guidance shared would be appreciated. Hopefully, it is not just one of those things in which case I will likely end up going back to the pre-Relay setup. Thanks.

Note: you may want to edit your first reply and remove your personal email address before it is indexed too broadly.

There’s currently no way to manually make Relay start relaying email after a “bounce pause”. If we receive a bounce notification from your email provider, we “pause” your emails for a time. In the case of a “soft” bounce we pause for 1 day, in the case of a “hard” bounce we pause for 30 days. [1]

To maximize your privacy, we do not ever store emails in Relay. Emails that can’t be delivered are dropped.

It sounds like your email provider is sending soft bounces to Relay, which is triggering a 1-day pause each time.

Maybe check thru this Microsoft Answers post?

I looked thru the corresponding Microsoft postmaster troubleshooting page to see if Relay is doing anything to trigger Hotmail’s protections, but I don’t think we’re doing anything like that.

Thanks again, Luke, for taking the time to assist. I guess I will have to knock on the doors of MSFT to see how to get this addressed. I have skimmed through the Microsoft Answers post and will read it more closely later. BTW, any idea where I can get a copy of the bounced email headers?

And, thank for pointing out my email address in the previous posting. Looks like I do not have enough rights to edit the post and remove it. I should have caught that! I know better!! Thanks again, Luke.

I can edit it out. :slight_smile:

So very kind of you Caitlin. Please go ahead and edit it out. Thanks for the assistance.

Have run out storage space for all the millions in cash from all of the Nigerian princes and could live without more excitement!!

Luke, I read through the link you shared and have opened a ticket with Microsoft. Also, added the Firefox relay address to my whitelist in the hope that it will remediate the issue.

Thanks for sticking with it. Please report back here if you are able to get it fixed, or if Microsoft says something we can do from the Relay side to help with deliveries.

Thanks, Luke, for checking in/up. As of now, the problem continues. I lose mails for a day or so and then fresh messages flow in for about a day before MSFT soft-bounces them and I wait for the countdown before Relay sends them again a day or so later. Wash, Rinse, Repeat. No joy.

I have exchanged emails with MSFT support who were doing the basic screening stuff - can you whitelist the sender, is your mailbox full, are the messages going to your spam folder, is your email address spelt correctly, etc.

Now, they have directed me to another support team - Sender support. I have tried to submit a support ticket a few times today but the submission is not going through. I was wondering if there is someone on the Relay @ Firefox team that can be engaged as they are technically the ‘sender team’. The ticket submission requires information such as outbound IP ranges for the sending system, etc. Certainly, I do not have this and can use help from someone on the Relay @ Firefox team.