email issues

Question

I am not able to receive emails on [Moderator note: personal info removed]

 . Can you please resolve the issue?

Answer 1

If you are using the classic Outlook desktop client, then try to check this issue via Outlook Web App to see whether the problem still occurs.

Answer 2

Please note that Q&A forum is a public platform, and moderators will modify the question to hide 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.

Hi Akpa Danumah

Thank you for reaching out to Microsoft Q&A forum and apologize for the inconvenience

As I am forum moderator, I can’t directly fix mail delivery here because I don’t have admin access to your tenant or that mailbox. What I can do is give you the quickest, most definitive triage path to identify where the message is failing

In this situation, you can try using the Message Trace function to see if it can help you find the lost email and the root cause of that/

In the Exchange admin center (EAC), run a Message trace for an affected recipient. Message trace is the primary way to confirm if Exchange Online received the message and whether it was accepted, rejected, filtered, or routed elsewhere.

You can read the detailed instructions here: https://learn.microsoft.com/en-us/exchange/monitoring/trace-an-email-message/message-trace-modern-eac

If trace shows:

• Not found / no events: this is typically DNS/MX routing (mail never reached Microsoft 365) or the sender never actually sent.
• Rejected: use the rejection/NDR details to target the fix (policy, invalid recipient, blocked, etc.).
• Delivered: then focus on mailbox rules, forwarding, junk/quarantine, or client-side visibility.

You can inform me back in the comment section about the result of trace for further support.

If message trace shows repeated delivery failures you cannot explain (or you suspect a service-side issue), open a Microsoft support case via Admin Center and include: Affected recipient, a few sender examples, timestamps, and message trace results (event IDs/status). This is the fastest path to engineering-grade investigation when configuration checks don’t reveal the cause.

Hope my answer will help you and I am looking forward to hearing from you.

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