How can I get tier 2 support for Outlook 365?

Alan - Electronic Concepts 20 Reputation points
2023-10-30T23:17:05.7833333+00:00

I have support included with my Outlook 365. A support person called me back after I answered some questions on the MS site. He clearly was not experienced with fixing my issue. I then got a supervisor and he was also quite clueless with resolving my issue. I asked for tier 2 support and he said they will have to call me tomorrow night, which I was not happy with. I'm also concerned that they may not call as I've been down this road too many times with no call back. I have emails that can only be found by using the search box. It then shows that it's in my inbox but when I turn off the search, it's not there (yes, when I search, I have it searching only the inbox and nothing else). I won't explain here what tier 1 tried to do but I'd laugh if it wasn't so awful. Can someone help?

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  1. ChristyZhang-MSFT 23,896 Reputation points Microsoft Vendor
    2023-10-31T02:36:55.4533333+00:00

    Hi @Alan - Electronic Concepts ,

    Welcome to our forum!

    I have emails that can only be found by using the search box. It then shows that it's in my inbox but when I turn off the search, it's not there (yes, when I search, I have it searching only the inbox and nothing else).

    Please kindly understand that discussing questions in the forum here is only supported but not phone support. According to your description, i understand that you have some issues about search and emails in Inbox. For our better research, please provide more information about your case:

    • In order to further confirm if the issue is related to Outlook client, it's suggested that you could log in to web mail and check if the emails are in Inbox.
    • What's the version of your Outlook? (File > Office Account > About Outlook). Please make sure you have upgraded your Outlook to the latest version.

    In terms of Outlook, we can change the search scope and when we place the cursor on an email in the search results, we will show where the message is located. Please confirm if the emails is in Inbox.

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    Based on the above, if you confirm the email is in Inbox but you cannot find it, considering the impact of the view and filter, please try the following steps:

    1.Reset view.

    User's image

    2.Change the filter.

    User's image

    Hope to help you!


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  1. Alan - Electronic Concepts 20 Reputation points
    2023-10-31T13:40:03.4833333+00:00

    Hi Christy. Thanks so much for your help and insight. It ended up that the email was in my Sent folder. I only found it there because of your advice above. I must have somehow pushed it there without realizing. Such a simple solution to my issue. I spent over 1/2 hour with Tier 1 support on this yesterday and they were simply taking guesses and experimenting on my computer. That's why I had them stop and asked for Tier 2. Thanks again for the quick and quite accurate response.

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