E - mail problems

Question

I can not receive e mails but still get junk mails and ads

Answer 1

Hello Peter Lidbetter

Thank you for reaching out to Microsoft Q&A Forum. I understand how confusing this is, getting junk/ads but not the emails you actually need.

Please try the following steps:

1. Double-check on Outlook web

• Sign in to Outlook on the web and check if the emails appear there.
• Check all folders (Inbox, Junk Email, Deleted Items, Archive), ensure your inbox filter is set to All (not “Unread” or another filter).
• Check Focused / Other tab (if Focused Inbox is enabled), emails may be in Other. You can also temporarily turn Focused Inbox off to test.
• If emails appear on the web but not the phone > it’s a mobile sync issue
• If emails do not appear on the web either > the emails are likely being filtered/moved before they reach your inbox.

2. Check for malicious rules/forwarding 

In Outlook on the web's settings, go to:  

• Settings > Mail > Rules/ Sweep: delete any suspicious rules you did not create (especially rules that moves/deletes mail)
• Settings > Mail > Forwarding: make sure nothing is forwarding

3. Verify your mailbox isn't full

• If your mailbox is full, new emails won't arrive
• Go to Settings > Account > Storage and free up space if needed.

4. Reset the account inside the Outlook app

• Open the Outlook app on your phone
• Tap your profile picture (top left) > tap the Settings (gear icon) at the bottom
• Under Accounts, tap your account > scroll down and click Reset account
• Wait 2-3 minutes and check if emails start to appear

5. If that doesn’t help, remove and re-add the account

• In the same place, tap Remove account
• Close the app completely, then reopen Outlook.
• Tap Add account, and sign in with your account

6. Clear App cache

• Go to Settings > Apps > Outlook > Storage & cache
• Tap Clear storage and Clear cache.
• Reopen Outlook and sign in again.

To help me guide you more precisely, could you also clarify:

• When did this start happening? Can you send emails successfully?
• Are the emails missing from all senders, or only certain people/domains?
• Have you tried sending yourself a test email from another account (Gmail, Yahoo)?

I hope this helps! Please feel free to let me know how it goes after trying these steps.

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Answer 2

If you are not receiving emails but still getting junk emails and ads, there could be several reasons for this issue. Here are some troubleshooting steps you can take:

1. Check Inbox Rules: Ensure that there are no inbox rules set up that might be moving or deleting incoming emails. Sometimes, rules can inadvertently redirect emails to other folders or delete them.
2. Spam Filter Settings: Review the spam settings in your email client (like Outlook) to ensure that legitimate emails are not being marked as spam. Check if the sender's email address is on any blocked lists.
3. Email Server Acceptance: Make sure that your email server is configured to accept external emails. Sometimes, settings on the server can block emails from certain addresses.
4. Check for Suppressed Alerts: If you are expecting emails from specific sources (like alerts), verify if they are being suppressed by any processing rules.
5. Temporary Mailbox Issues: If you have recently switched Outlook versions or profiles, ensure that you are using the correct mailbox. Sometimes, a temporary mailbox may be created, which can affect email reception.

If these steps do not resolve the issue, you may want to consider creating a new Outlook profile or checking with your email service provider for further assistance.

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References:

• Troubleshooting problems in Azure Monitor alerts
• New email messages automatically move to the Junk folder in Microsoft Outlook