Junk mail duplicates even though categories of messages set to individual

Question

Junk mail duplicates even though categories of messages set to individual

Fern chi 20

Greetings,

In the latest update of web based Outlook, the entire layout is different which is taking some time to get used to. I tried to revert to classic, but there is no option for that.

The biggest issue is that the junk mail is now duplicating itself since this update. I have not changed any settings or rules. I checked to make sure view message conversations is set to individual and not grouped. I have all mail from those who are not in my contacts list sent to junk mail. This has been working fine until the update, except for a few times where Outlook changed "something" and all junk messages were being duplicated.

I have Hotmail email address-Outlook on two separate PCs, and the result is the same. I have the app on my Samsung Galaxy S21 Ultra and the junk messages are NOT being duplicated there.

I have searched the internet for answers and whatever has worked for others is not working. Either the option doesn't appear, or there is no way to revert back to the older workable version.

By the way, some of the new features are not desirable, like having to double click into messages, and the message opening in a different window.

Thanks, [Moderator Note: Personal Info Removed]

Fern chi 20 Reputation points

2026-01-04T02:58:55.7666667+00:00

Hi there,

Unfortunately none of the AI generated options work. I did all instructions listed except for the Microsoft Exchange Server which doesn't apply in this case. Maybe you can check on that end to see if it's working as expected?

Other than that, it is still duplicating junk mail even on different browsers and after clearing cache, checking to make sure the rules are still in place and accurate, and waiting for several days to see if it "fixed" itself, all as AI suggested.

Thanks for your time,

[Moderator Note: Personal Info Removed]
Hornblower409 14,425 Reputation points

2026-01-04T13:08:27.7366667+00:00

@Fern chi said

In the latest update of web based Outlook, the entire layout is different which is taking some time to get used to. I tried to revert to classic, but there is no option for that.

Accessing your outlook.com email via a web browser has been the "New Outlook" format for a long time and there has never been a revert to Classic option.

Did you previously access your email via a Desktop client (not in a browser)? e.g. You were using Classic Outlook for Windows? Do you have a MS 365 subscription? If so, you should be able to revert your Desktop Outlook to Classic. Do these instructions match your environment?

https://support.microsoft.com/en-us/office/toggle-out-of-the-new-outlook-for-windows-ec102b39-5727-418e-ae1f-a1805434640c

Answer accepted by question author

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Fern chi 20 Reputation points

2026-01-04T02:58:55.7666667+00:00

Hi there,

Unfortunately none of the AI generated options work. I did all instructions listed except for the Microsoft Exchange Server which doesn't apply in this case. Maybe you can check on that end to see if it's working as expected?

Other than that, it is still duplicating junk mail even on different browsers and after clearing cache, checking to make sure the rules are still in place and accurate, and waiting for several days to see if it "fixed" itself, all as AI suggested.

Thanks for your time,

[Moderator Note: Personal Info Removed]
Hornblower409 14,425 Reputation points

2026-01-04T13:08:27.7366667+00:00

@Fern chi said

In the latest update of web based Outlook, the entire layout is different which is taking some time to get used to. I tried to revert to classic, but there is no option for that.

Accessing your outlook.com email via a web browser has been the "New Outlook" format for a long time and there has never been a revert to Classic option.

Did you previously access your email via a Desktop client (not in a browser)? e.g. You were using Classic Outlook for Windows? Do you have a MS 365 subscription? If so, you should be able to revert your Desktop Outlook to Classic. Do these instructions match your environment?

https://support.microsoft.com/en-us/office/toggle-out-of-the-new-outlook-for-windows-ec102b39-5727-418e-ae1f-a1805434640c

Answer 1

Hi Fern chi,

Thank you for reaching out to Microsoft Q&A forum.

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

Based on your description, the duplication appears only in Outlook on the web and does not occur in the Android app. It could be a UI duplication incident caused by the current sort or group layout in the new experience, rather than two distinct items on the server. I recommend the steps below to both remediate quickly:

Step 1: Adjust the view so the list no longer looks duplicated

On Outlook on the web:

Open Junk Email, click Sort, choose Date.
Go to Settings (gear), View all Outlook settings, Mail > Layout, under Date headers select "Don’t show date headers in message list".
These group or date header lines can make a single item appear as two entries. Changing Sort and turning off Date headers removes that visual duplication.

Step 2: Verify whether it is UI‑only or two distinct messages

For one pair that looks duplicated in Junk:

Open the first entry, click … (More actions) > View > View message details.
Do the same for the second entry.
Compare the Message‑ID in each header.
- If the Message‑ID is the same, this is a UI duplication incident. The list should look correct after Step 1.
If the Message‑ID is different, these are two distinct emails, continue with Step 3.

Step 3: If the messages are genuinely distinct, review rules and recent actions

Rules review: open Settings > Mail > Rules.
- Look for any overlapping rules that move or copy messages to Junk. Add Stop processing more rules or temporarily disable conflicting rules, so the same message is not acted on twice.
Report Junk timing: use Report Junk once, then wait a few minutes for processing.
- Repeating actions while the service is still updating can cause the item to reappear and look multiplied.

About double‑click and messages opening in a separate window:

If the new behavior of double‑clicking to open messages in a new window is undesirable, you can keep reading in a single view:

In Settings > Mail > Layout > Reading Pane, set the pane to Show on the right or Show on the bottom, or choose Fill Screen to read without separate pop‑out windows.
On desktop Outlook, you can control whether replies and forwards pop out in File > Options > Mail > Replies and forwards by unchecking Open replies and forwards in a new window.

Please feel free to let me know if you have any further updates, thanks.

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Fern chi 20 Reputation points

2026-01-04T22:10:47.8266667+00:00

Thank you so much Chloe, You knew exactly what my question was and addressed it successfully. Gold star to you! Kind regards and Happy New Year!
Chloe-V 12,610 Reputation points Microsoft External Staff Moderator

2026-01-05T06:42:22.7733333+00:00

Hi Fern chi,

I am glad to hear your issue has been resolved!

If you experience any other incidents or need further assistance, please do not hesitate to let us know.