Email went missing for user

Question

Have an end user with a issue where they believe some of their emails are just disappearing and believe this has been going on for at least a couple months. They had been able to show me one example of this today and after reviewing the message trace and the audit logs I am left scratching my head.

The email was a reply to an email from outside the organization, but this email also CC'd a shared mailbox (inside the org) and BCC'd herself on. From what I can tell through a message trace the email was delivered to all 3 recipients. But sometime after the email was delivered to her inbox it then just disappeared. I did run an audit through powershell to validate if the message was moved or deleted. While there were results, none of them indicated the message in question to indicate it was actually changed. The sent item is still present but the question remains why the received copy from her BCC is no longer in her inbox. Instructions followed for the deletion audit were referenced from here: https://learn.microsoft.com/en-us/microsoft-365/troubleshoot/audit-logs/mailbox-audit-logs 

I have read other forums that point to this sort of thing being common with Gmail accounts and the use of BCC to include themselves. But this is an Exchange Online mailbox and the filters in Outlook are cleared and set to show all email when viewing the inbox while using the current built of Outlook for Windows.

Answer 1

Hi, Chet Wolosek

Good day!

Thank you for posting to Microsoft Community. We are happy to help you!

According to your description, the issue of your concern that one of your user's emails are missing.

Thanks for your attempts from the above. It is weird that even you've tried message trace and audit log, but still not found these "missing" emails.

In this situation, we're afraid that we could not give you an appropriate suggestion here.

Since for this given issue which need to be checked on the backend from Microsoft. We recommend you to raise a ticket and looking for the further assistance by Microsoft Online technical support team as below:

![Image](https://learn-attachment.microsoft.com/api/attachments/3f21b4e3-2098-4380-bb29-2361298c2e6b?platform=QnA"https://learn.microsoft.com/en-us/microsoft-365/admin/get-help-support?view=o365-worldwide" title="https://learn.microsoft.com/en-us/microsoft-365/admin/get-help-support?view=o365-worldwide" rel="ugc nofollow">Get support for Microsoft 365 for business.

Thanks in advance for your understanding! Your patience and cooperation will be highly appreciated. Hope you all the best!

Sincerely,

Alex | Microsoft Community Moderator