@outlook.com mailbox routing is broken at the service level

Question

@outlook.com mailbox routing is broken at the service level

Andrew Boyes 20

I recently upgraded my MS365 Family Subscription to Premium and my @outlook.com email no longer receives email. It is my primary alias to log onto MS365 but I have a secondary alias that was the original account name. I can log into either alias and get access to all MS365 apps... just not receiving any email on the @outlook.com address. Co-pilot has provided a fix that included changing primary, removing @outlook.com and allowing time for the routing tables to rebuild, but this did not work. Co-pilot also says i will see a button to verify the @outlook.com alias when adding it, but I don't. Last suggestion was to:

At this point, the evidence is clear: your @outlook.com mailbox routing is broken at the service level, not just a local configuration issue. The fact that:

the alias is listed but not verified,
no verification option appears, and
the mailbox receives no mail from any sender

means the Outlook.com mailbox object has become detached from your Microsoft account identity. This can happen after plan upgrades or alias changes, and it requires Microsoft’s backend team to re‑link the mailbox.

I haven't found a means to reach the Microsoft backend team and have resorted to Q&A for a resolution.

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Answer 1

Hi Andrew Boyes,

I understand that your Outlook.com address stopped receiving messages after the Microsoft 365 subscription upgrade, although you can still sign in using either alias.

Please note that this is a user-to-user forum, so contributors cannot access mailbox routing records. The available information does not confirm that the mailbox has become “detached.” Outlook.com aliases on the same Microsoft account normally share one inbox.

Please first check the following in Outlook.com:

Go to Settings > Account > Storage and confirm that the mailbox and Microsoft cloud storage are not full.
Check Settings > Mail > Rules, Forwarding, Junk Email, and the Other tab for anything redirecting incoming messages.
Ask a sender to send a new test message and provide the complete non-delivery message if it is returned.
Confirm that the affected Outlook.com address is still listed under Manage how you sign in to Microsoft. Do not remove the alias, because a Microsoft-domain alias may be permanently deleted. The absence of a Verify option does not prove that the alias is disconnected.

If these checks are clear and messages from all senders still fail to arrive, you can contact Outlook.com support so the account and mail delivery can be reviewed:

Go to Outlook.com and sign in.
Select the Help icon, the question mark, in the upper-right corner.
In the Help pane that opens, search for "cannot receive emails", then press Enter.
Scroll down the page until you see "Still need help?", click Yes.
Choose "Chat with a support agent in your web browser."
Review the issue description and confirm an email address you can access.
Click Confirm to create the service request. The screen will indicate that your request has been submitted and the system is connecting you to Outlook.com live chat support, which may take a moment to load.

When describing the incident, include the test-message details and mention that the affected address remains listed as an alias, sign-in works, and incoming messages from multiple senders do not arrive.

I hope Outlook.com support can review the account’s mail delivery and identify the cause.