Outlook Web: Deeplink retrieves subject of email but not body.

Question

Outlook Web: Deeplink retrieves subject of email but not body.

Robert Hardy 0

We have a system which harvests information from emails received in a particular mailbox, including creating a link to the orignal email. The links are of the form:

https://outlook.office.com/mail/deeplink/readconv/<URL encoded conversation ID>

Recently, these links were reported to no longer be working. When following the link, Outlook Web shows "This message might have been moved or deleted":

User's image

However, the message is clearly being found, because the subject line is displayed. Also, the message is still in the mailbox, and can be found by searching on the subject line.

Has anyone come across this before? And did you find a solution?

Thanks,
Rob.

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1 answer

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Answer 1

Ruby-N 13,320 Microsoft External Staff Moderator

Dear @Robert Hardy,

Welcome to the Q&A Community.

Thank you for sharing your concerns. Based on your description, I'd like to offer the following insights and recommendations to help address the issue.

This issue is likely due to changes in how Outlook Web handles deeplink access to conversation threads, especially when:

The message is part of a conversation thread and not the most recent item.
The message is stored in a shared mailbox or accessed via delegated permissions.
The deeplink references a conversation ID rather than a specific message ID, which may cause ambiguity in rendering the correct message body.

1.Use Message ID Instead of Conversation ID
Instead of linking to the conversation ID, try using the message ID in the deeplink format:

https://outlook.office.com/mail/deeplink/read/<URL encoded message ID>

Outlook Web targets the exact message rather than attempting to resolve it from a conversation thread.

2.Verify Permissions
If the mailbox is shared or accessed via delegation, ensure the accessing user has full access permissions, not just read or send-as rights.

3.Check Message Location
If the message was moved (e.g., archived or categorized), Outlook Web might fail to resolve its body even though the subject is indexed. Confirm the message remains in the Inbox or original folder.

4.Clear Cache and Cookies

Sometimes, a simple browser cache clear can resolve loading issues.

5.Try a Different Browser or Incognito Mode
This can help determine if the problem lies with browser settings or extensions.

You can try these workarounds and update us. If the issue still appears please feel free to let us know and we will keep assisting you. Please know that we truly appreciate your patience and understanding as we strive to support you. We are here to help. Thank you very much for your understanding and cooperation.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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.

Ruby-N 13,320 Reputation points Microsoft External Staff Moderator

2025-07-31T21:56:06.1566667+00:00

Hello @Robert Hardy,

I hope this message finds you well.

I just wanted to follow up regarding the issue you reported earlier. I shared some possible workarounds with you a few days ago, and I wanted to check in to see if they helped enhance your workflow and productivity.

If you're still experiencing the issue or need further assistance, please don't hesitate to let me know. I'm here to help and would be happy to continue supporting you.

Looking forward to your response!

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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.
Robert Hardy 0 Reputation points

2025-08-01T09:38:08.86+00:00
Thank you for your response. Unfortunately, the issue is not resolved yet.

The message is part of a conversation thread and not the most recent item.

This should not be an issue - a conversation link should show all messages in the conversation .

The message is stored in a shared mailbox or accessed via delegated permissions.

It is a shared mailbox, but all users who access it have appropriate permissions.

The deeplink references a conversation ID rather than a specific message ID, which may cause ambiguity in rendering the correct message body.

Again, if there is more than one message in the conversation, it should show all messages.

I've tried using the message ID instead of the conversation ID, but this only works if the message remains in the same folder. The process requires the message to be moved, otherwise the inbox would be unmanageable, and the conversation links were previously working, even after a message was moved to another folder within the same mailbox.

This is an issue affecting multiple users on different machines and browsers, so not related to cache or cookies on a single machine.
Ruby-N 13,320 Reputation points Microsoft External Staff Moderator

2025-08-01T19:28:50.0233333+00:00
Dear @Robert Hardy,

Thank you for your detailed response and for outlining how this issue affects your workflow. I appreciate your patience and the steps you've already taken. It appears you've done everything correctly, yet the issue persists. I sincerely apologize for the inconvenience.

At this stage, the most effective solution is to contact Microsoft Support directly. A support engineer can initiate a remote session, review backend configurations, and run advanced diagnostics to resolve the issue.

As forum moderators, we don’t have access to the necessary logs or backend systems due to privacy and security restrictions. For that reason, reaching out to Microsoft Support is the recommended next step.

We sincerely recommend you try to create a support ticket from Microsoft 365 Admin Center>Support>Help & Support.

You can raise support ticket from: Microsoft 365 admin center 

For reference: Get support - Microsoft 365 admin | Microsoft Learn

Phone Support: Microsoft provides customer service phone numbers based on your region. You can find the appropriate contact number here: Customer service phone numbers - Microsoft Support

Contact a Reseller (if applicable): If your Office 365 subscriptions are managed through a federated partner or reseller and the Global Admin cannot open a service request, they should contact the reseller’s support provider. The reseller can assist with initiating the request and coordinating with the Office 365 support team.   

Note: If you’re an end-user, please coordinate with your Office 365 Global Administrator to handle these steps.   

While I regret that I cannot offer a more immediate solution, I will continue to support you in any way I can throughout the process. Once you have successfully created a support ticket, feel free to share the ticket tracking ID with me in Private Message. This will allow me to monitor progress on your behalf and help ensure that the issue is addressed in a proper and timely manner.

To view or send private messages, sign in to the Q&A forum using the account that posted this thread, then click Private Messages.

Thanks for your patience and understanding so far. 
Ruby-N 13,320 Reputation points Microsoft External Staff Moderator

2025-08-04T23:17:48.88+00:00

Hello @Robert Hardy,

Are there any updates from you? Following the instructions I shared earlier on how to contact Microsoft Support, may I ask if you’ve been able to get in touch with them? If yes, please feel free to let us know.