Email account bouncing messages

[EHaviland]

My email (btinternet.com) has started bouncing all messages from a genuine personal contact, who hasn't changed her email and isn't on my blocked senders list.  This didn't use to happen, and I've no idea why it's started.  I can see anything to tweak to ensure her messages get through. Why is this happening and how can I stop it.  It's infuriating us both.

[gg30340]

Add her email address to your "Safe Senders" list.

[EHaviland]

I would, if I could find it - I've clicked everywhere hunting for it, to no avail.  It was my first solution and I wouldn't have posted here if I'd found it.

[gg30340]

It is in the same place as the Blocked Senders list.

Log onto your BTMail account using a browser, not an email client/app, and then click on your username at the right hand side. Select "Settings" then go to the left hand side and select "Mail" in the column. Scroll down and click on "Safe Senders".  Add the email address and then click "Save".

[EHaviland]

Thanks, and yes I was clicking around in webmail on a laptop, looking for Safe Senders but unable to find it (wish it was at least linked to under Contacts, which is a more intuitive place for it!).

I've set her email now as an SS, and will ask her to send a test.

Many thanks.