Losing emails when switch to New Outlook

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Losing emails when switch to New Outlook

Whittington Jack 85

Since I switch to the New Outlook App on MacBook, some of my emails were lost, even I'm tried to find them in the deleted folder. Any guidance for this ?

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Answer 1

Anonymous

Dear Whittington Jack,

Welcome, and thank you for sharing your issue in the Q&A forum.
We truly appreciate your time and effort in reaching out, and we sincerely apologize for any inconvenience this may have caused to your work.

To begin troubleshooting, we kindly suggest logging into your account via the Outlook Web App (OWA). In many cases, emails that do not appear in the desktop application may still be accessible through the web interface.

We also recommend removing and re-adding your account in the New Outlook application. This process often helps resolve synchronization issues and may restore any missing messages.

To better understand the situation and provide more targeted support, could you please confirm the following:

Are you using a personal Outlook account (e.g., Outlook.com) or a work/school account (e.g., Microsoft 365 or Exchange)?
Have you checked your Junk Email folder and any custom folders where emails may have been redirected?
Are there any Inbox rules configured that could be automatically moving or deleting incoming messages?

For your reference, here are steps to check Junk and Rules:

To check the Junk Email folder:

Open Outlook and navigate to the Junk Email folder in the left-hand panel.
Review the contents to see if any expected emails were misclassified.

To review Inbox rules:

Click the Settings (gear icon) in the top right corner of Outlook.
Select Mail > Rules.
Review any active rules that may be affecting email delivery or organization.

We understand that these initial steps may not always resolve the issue immediately, but with your cooperation and additional details, we are confident we can identify a suitable solution.

Please feel free to reach out if you need further assistance. We’re here to help.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Whittington Jack 85 Reputation points

2025-10-20T13:08:37.1266667+00:00

Hi, I'm using work account now, and no inbox rules have been setting up. Im also check the deleted folder
Anonymous

2025-10-20T13:16:04.93+00:00
Dear Whittington Jack,
Thank you for your update and for confirming that you're currently using a work account, with no inbox rules configured and that you've already checked the Deleted Items folder.

To further assist you, we kindly recommend the following steps:

Access Outlook Web App (OWA): Please log in at https://outlook.office.com to check whether the missing emails appear there. In some cases, messages may be visible in the web interface even if they are not syncing properly to the desktop app.

Navigate to the Junk Email folder in Outlook and check if any messages were mistakenly classified as spam.

Try searching for the missing emails using keywords, sender names, or date filters in both the desktop and web versions of Outlook.

If applicable, go to the Deleted Items folder and click on “Recover items recently removed from this folder” to restore any emails that may have been permanently deleted.

Even if no rules were manually created, we recommend reviewing the rules section to ensure there are no legacy or system-generated rules affecting email delivery.

Sign in at https://outlook.office.com

Click the Settings (gear icon) > Mail > Rules

Review and disable any rules that may be moving or deleting emails automatically

If the issue persists, we suggest removing and re-adding your account in the New Outlook app. This can help refresh the synchronization process and potentially recover missing data.

Please let us know the outcome after trying these steps. If the issue continues, we’ll be happy to explore further options to assist you.
Whittington Jack 85 Reputation points

2025-10-20T13:25:51.39+00:00

Unfortunately, I spent a whole day to try everything but nothing work until now, Web version fine, but New Outlook on the newest MacOS is the big trouble, still don't know what to do with the app
Anonymous

2025-10-20T13:33:57.61+00:00

Dear Whittington Jack,
Thank you for your update, and we truly appreciate the time you've spent trying to resolve this issue.

Based on recent reports and known issues with the New Outlook for Mac, we recommend the following steps:

Switch to Legacy Outlook (if available): Go to the Help menu and select “Revert to Legacy Outlook.” This version is more stable and may resolve the sync/display issue.

Clear Outlook cache and reset your account: Navigate to Tools > Accounts > click the three-dot icon > Reset Account. Then restart Outlook.

Ensure both Outlook and macOS are fully updated: Use Help > Check for Updates in any Office app.

Please let us know if you need help with any of these steps or if the issue persists. We're here to support you through this.
Whittington Jack 85 Reputation points

2025-10-20T13:39:08.0833333+00:00

Many thanks Tammy, however, I was thinking about that, but I've learned that Legacy Outlook will be retired on Mac soon. Are there any alternatives?
Anonymous

2025-10-20T13:53:53.0566667+00:00

Dear Whittington Jack,
Thank you for your thoughtful reply. You're absolutely right, Microsoft has announced that Legacy Outlook for Mac will be retired by October 2026, and many users are already transitioning to the New Outlook experience.

I completely understand how challenging this situation has been for you. Please try going through all the steps I outlined in my previous message, especially the Reset Account method, which often helps resolve sync issues in the New Outlook app.

Once you've had a chance to try those steps, feel free to get back to me with the results. I'm here and ready to support you further whenever you need.

Warm regards,