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Disappearing subfolder

Debbie Wimbish 20 Reputation points
2026-06-01T12:52:11.9266667+00:00

Over the last several weeks, my coworker and I's subfolders have disappeared after one of us moves a file into our individual subfolders. It will only reappear if we refresh the page. It's frustrating to have to refresh the page constantly. Is there a way to fix this? NOTE: We use Outlook in Google Chrome and not the app. We stopped using the app because there were issues when we moved files into our subfolders.

Microsoft 365 and Office | Other
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AI answer

2026-06-01T12:52:30.9633333+00:00

The behavior described is not directly covered in the provided documentation, so only general, supported steps can be given.

In Outlook on the web (in a browser like Google Chrome), disappearing or not-updating folders is typically a display or sync issue rather than data loss. The following supported actions address folder visibility and refresh problems:

  1. Sign out and back in to Outlook on the web
    • Sign out of Outlook on the web.
    • Close all browser tabs and windows.
    • Sign back in at Outlook on the web and test moving items into subfolders again.
  2. Clear the browser cache
    • Clear the cache for Google Chrome.
    • Reopen Chrome and sign back in to Outlook on the web.
    • Check whether subfolders now remain visible without manually refreshing.
  3. Check folder pane visibility
    • Ensure the folder pane is fully visible (on smaller screens, maximize the browser window or expand the folder pane using the left-side control if present).
  4. Reduce excessive folder counts (if applicable)
    • If the mailbox has a very large number of folders (approaching or exceeding 10,000), Outlook on the web can have issues displaying all of them.
    • In that case, reduce the total number of folders by consolidating or deleting unneeded folders, then test again.
  5. If the issue persists
    • Use the in-product Help in Outlook on the web (usually under a Help or ? icon) to report the issue to Microsoft, as this may be a service-side or UI regression.

References:

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