Outlooks deleted email get permanently deleted.

Question

In MS 365 I am having a problem with Outlook. When I delete a email, it would normally go to my deleted folder or to my trash folder, but recently it goes no where. I have tried everything out there on the web to try to correct this problem, without success.

Answer 1

Hi Warren Taldo

Thank you for reaching out on the Microsoft Q&A forum.

Based on your description, it appears that deleted emails are being permanently removed instead of being moved to the Deleted Items or Junk Email folders. After researching this issue, I’d like to share some additional insights that may help clarify the situation.

-Retention and Archive Policies

Microsoft 365 mailboxes may have retention policies in place that automatically delete emails after a certain period. These policies can range from:

• 1 Week Delete (7 days)
• 1 Month Delete
• 1 Year Delete
• 5 Year Delete
• Or even Never Delete for important messages or folders. Please refer to the link below for detailed guidance: Retention and archive policies in Outlook Web App - Microsoft Support

Similarly, archive policies may move emails to the archive mailbox after a set period (e.g., 1 year, 5 years, or never). If your mailbox has reached its storage limit, it’s possible that deleted or junk emails are being permanently removed due to lack of space.

As forum moderators, we don’t have access to the detailed logs or backend systems needed to troubleshoot this effectively due to privacy and security constraints. For that reason, the most efficient solution would be to contact Microsoft’s support team directly.  

For the standard procedure outlined above, Office 365 global administrators may need to contact the Office 365 support team by submitting a service request.    

 Here’s what your Office 365 Global Admin should do next:       

• Submit a Service Request: The Global Admin should create a service request with Microsoft Support to receive advanced diagnostics and technical assistance. For detailed instructions on how to get support, please refer to: Get support - Microsoft 365 admin | Microsoft Learn 
• Find Your Microsoft 365 Admin: If you are unsure who your Global Admin is, guidance is available here: How do I find my Microsoft 365 admin? - Microsoft Support 
• Call Microsoft Support: For additional assistance, find the appropriate contact number at: 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 team. The reseller can assist in initiating the request and coordinating with Microsoft Support. 

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

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