A number of parents who have Hotmail email accounts have reported problems with Arbor. We have raised the issue with Arbor who have investigated and come back with the below.

The issue has been identified as a filtering one, as Hotmail accounts have high spam filters.

The school's email address is being identified incorrectly as spam at the receivers end and the school's email address needs to be marked as a safe sender.  

To mark the school's email as a safe sender please follow the instructions below.

To mark a sender as safe in Hotmail (now Outlook.com), click the Settings (gear icon) in the top right, go to Mail > Junk email, and select + Add under Safe senders and domains to enter the email address. You can also mark an email as "Not Junk" from your Junk folder to whitelist the sender. 

Steps to Mark as Safe in Hotmail/Outlook.com:

1. Log in to your account at https://outlook.live.com/.
2. Click the Settings gear icon in the top-right corner.
3. Select View all Outlook settings (if applicable) or go directly to Mail.
4. Navigate to Junk email.
5. Under Safe senders and domains, click + Add.
6. Type the email address (e.g., sender@example.com) or the entire domain (e.g., @example.com) to allow all emails from that sender.
7. Click Save. 

Alternative Methods:

• From an existing email: Open the message, click the three dots (...) menu (or "More actions"), and select Add to Safe senders.
• From the Junk Folder: Open the email in the Junk folder, click Not Junk in the top menu. 

Important Notes:

• Adding to the Safe Senders list ensures they do not go to the junk folder.
• Ensure that under Settings > Mail > Junk email, you have not enabled "Only trust email from addresses in my Safe Senders and Domains lists" unless you want to block all other emails.