Overview

If users are not receiving OTP emails from FilPass, the emails may have been quarantined by Microsoft 365 security settings. This usually happens when Microsoft incorrectly flags a legitimate OTP email as suspicious or spam.

To resolve this, your Microsoft 365 administrator can check the quarantine section, release the affected email, and submit it to Microsoft as a false positive.

Applies To

This guide applies to organizations using:

• Microsoft 365
• Outlook
• Microsoft Defender
• Microsoft Exchange Online

Steps to Release the OTP Email

1. Go to the Microsoft Admin Center.
2. Open Security.
3. Click the dropdown for Email & collaboration.
4. Click Review.
5. Click Quarantine.
6. Look for the affected OTP email from noreply@filpass.ph.
7. Select the affected email.
8. Click Release email.
9. Tick the checkbox for “Submit the message to Microsoft to improve detection (false positive)”.
10. Click Release email again to confirm.

Expected Result

Once the email is released, the affected user should receive the OTP email. Submitting it as a false positive also helps Microsoft improve detection and reduce the chance of future FilPass OTP emails being quarantined.

Important Notes

Only your organization’s Microsoft 365 administrator or security administrator can release quarantined emails.

If the issue continues, please contact your IT administrator and ask them to check if emails from FilPass are being blocked, quarantined, or filtered by your organization’s email security policy.