Unable to receive email

Disability WestLothian 0

I have updated email password but from the day other stop receiving emails. I can send emails. I sent myself a email from my own account but did not receive it

Patchfox 3,926 Reputation points

2023-03-21T20:18:53.7233333+00:00

Hi Disability WestLothian, I hope, I can help you with this question.

Is it possible to share more details with us?

e.g.

how did you send your test mail, with a Web or Desktop client?
Disability WestLothian 0 Reputation points

2023-03-22T11:33:37.15+00:00

We have not received a email to this account from tue 14 March. I know we should have received four emails by now. I have used https://outlook.office.com/mail/ but no new received emails.
Patchfox 3,926 Reputation points

2023-03-22T12:35:26.8+00:00

Hi Disability WestLothian, thanks for your answer. Please ask your admin (or if you have admin rights, do the following by yourself) to check the mail flow with the message trace feature of Exchange Online.

https://learn.microsoft.com/en-us/exchange/monitoring/trace-an-email-message/message-trace-modern-eac

With it, you can verify, if the mails reached your exchange online tenant or if another problem exists, which blocks the message to arrive in your mailbox. If the suposed messages are not listed in the message trace log, in the timerange from the date the email was sent till now, than there is another problem but it's not related to the exchange online tenant.
Disability WestLothian 0 Reputation points

2023-03-23T04:19:00.01+00:00

We have not received a email to this account from tue 14 March. I know we should have received four emails by now. I have used https://outlook.office.com/mail/ but no new received emails.

1 answer

Yuki Sun-MSFT 41,146 Reputation points Microsoft Vendor

2023-03-22T02:36:27.29+00:00
Hi @Disability WestLothian ,

Noticed that you were using the "Microsoft Exchange Online" tag, so suspecting you were using the Exchange Online email account for work or school, right?
As mentioned by Patchfox, how did you send the mail, via OWA(https://outlook.office.com) or from Outlook desktop client?

If you were using the Outlook desktop client, please have a check in web mail and see if the mails can be received properly. If there's no issue in Outlook on the web, which means it's an issue with the desktop client, then it's suggested to create a new Outlook profile and readd the email account to check the result:

Create an Outlook profile

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Disability WestLothian 0 Reputation points

2023-03-22T11:33:59.83+00:00

We have not received a email to this account from tue 14 March. I know we should have received four emails by now. I have used https://outlook.office.com/mail/ but no new received emails.

Yuki Sun-MSFT 41,146 Reputation points Microsoft Vendor

2023-03-23T05:27:52.0333333+00:00

Hi @Disability WestLothian ,

We have not received a email to this account from tue 14 March. I know we should have received four emails by now. I have used https://outlook.office.com/mail/ but no new received emails.

Thanks for the clarification.

Given current situation, agree with Patchfox that the issue would need to be investigated further from the Exchange administrator side. Run a message trace as aforementioned by Patchfox and see if the mails are stuck anywhere when being processed.

By the way, if you are not the only user affected by this issue in the organization, it's also suggested to ask your administrator to have a look at the service health via M365 admin portal for any potentially relevant service incident which might contribute to this issue.

Below is an official document on troubleshooting tips about email delivery issue for admins. You can share the link to your admin if necessary.

Find and fix email delivery issues as a Microsoft 365 for business admin

Yuki Sun-MSFT 41,146 Reputation points Microsoft Vendor

2023-03-27T06:27:56.61+00:00

Hi @Disability WestLothian ,

Just checking in to see how things are going with this issue. Have you had a chance to contact your administrator to check it further?
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