I cannot view subfolders in inbox from classic outlook in the new outlook app

Question

I have upgraded to the new outlook app but none of my subfolder from the classic version of outlook have carried over.

When I go back to the classic version I can no longer send or receive emails

Answer 1

Hello Mark,

Good day!

Thanks for reaching out. I understand that you've upgraded from Classic Outlook to the New Outlook app, but your subfolders in the Inbox are not visible in the new app. Additionally, when you go back to the Classic version, you can't send or receive emails.

Please help by answering these questions which may narrow down this issue:

1. Account Type: Are you using an IMAP, POP, or Exchange account?
2. Folder Visibility: Are any folders visible in the new Outlook, or are all custom folders missing?
3. Sync Status: Have you checked if your account is fully synced in the new Outlook app?
4. Error Messages: Are there any error messages when you try to send or receive emails in the classic version?

The issue could be due to several reasons:

• Sync Issues: Sometimes, folders may not sync properly when switching between versions.
• Settings: Folder visibility settings might differ between the classic and new Outlook.
• Account Configuration: Differences in how accounts are configured in each version.

The type of email account you’re using (IMAP, POP, or Exchange) can affect how your emails and folders are synced and displayed across different versions of Outlook. Here’s a brief explanation:

• IMAP: This protocol syncs your emails and folders with the server, meaning changes you make in Outlook are reflected on the server and vice versa. It’s useful for accessing your email from multiple devices.
• POP: This protocol downloads emails from the server to your device and typically doesn’t sync changes back to the server. This can sometimes lead to missing folders or emails when switching between devices or versions of Outlook.
• Exchange: This is commonly used in corporate environments and offers full synchronization of emails, folders, contacts, and calendars. It’s generally the most robust option for maintaining consistency across different versions of Outlook.

Knowing your account type helps in diagnosing the issue because it determines how your data is managed and synced. If you’re using IMAP or Exchange, your folders should sync automatically, but with POP, you might need to manually transfer or reconfigure settings.

Kindly follow this guide which may help resolve your issue:

Check Folder Visibility in New Outlook

• Show All Folders:
  • Go to the View tab.
  • Select Folder Pane > Show.

• Expand Folders: Ensure that the folders are not collapsed. Click the arrow next to the Inbox to expand subfolders.

Switching Back to Classic Outlook

• Reconfigure Account:
  • Remove and re-add your email account in the classic Outlook.
  • Go to File > Account Settings > Account Settings.
  • Select your account and click Remove. Then, add it back.

Using PowerShell to View Subfolders

If you’re comfortable using PowerShell, you can try the following steps to view and manage your subfolders:

• Open PowerShell:

Press Win + X and select Windows PowerShell (Admin).

• List Mailbox Folders:

$Outlook = New-Object -ComObject Outlook.Application $Namespace = $Outlook.GetNamespace("MAPI") $Mailbox = $Namespace.Folders.Item("Your Email Address") $Mailbox.Folders | ForEach-Object { $_.Name }

• Get Specific Folder:

$Folder = $Mailbox.Folders.Item("Inbox").Folders.Item("Subfolder Name") $Folder.Items | ForEach-Object { $_.Subject }

If you need help with this process, I recommend you post this query to the Microsoft PowerShell Community. Their technical experts there who will help automate this process using PowerShell.

Note*: Please understand that our initial reply may not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.*

If this issue still persists after trying the following steps, it might be best to contact your IT administrator to create a support request - Get Support - Microsoft 365 Admin |Microsoft Learn so you can get real time assistance. Our technical experts have access to advanced tools and resources that allow them to thoroughly investigate issues, collect logs, and perform remote sessions to configure your settings. This approach will provide the most effective solution. Rest assured, I will keep an eye on the progress and follow up to ensure a permanent solution office.com after you open a service request.

Thank you for your patience and cooperation. I look forward to working to resolve your issue once your service request is opened. Have a great day.

Best regards,

Eleni | Microsoft Community Moderator.

Answer 2

1. Account Type: Are you using an IMAP, POP, or Exchange account?
   • Exchange
2. Folder Visibility: Are any folders visible in the new Outlook, or are all custom folders missing?
   • No
3. Sync Status: Have you checked if your account is fully synced in the new Outlook app? – Yes
4. Error Messages: Are there any error messages when you try to send or receive emails in the classic version?
   • The issue could be due to several reasons: - No Alert or error
5. Sync Issues: Sometimes, folders may not sync properly when switching between versions.
6. Settings: Folder visibility settings might differ between the classic and new Outlook. – They are set to show all
7. Account Configuration: Differences in how accounts are configured in each version.

Check Folder Visibility in New Outlook

• Show All Folders:
  • Go to the View tab.
  • Select Folder Pane > Show.
    • This is already in place

<image>

• Expand Folders: Ensure that the folders are not collapsed. Click the arrow next to the Inbox to expand subfolders. This is not the case

Switching Back to Classic Outlook

• Reconfigure Account:
  • Remove and re-add your email account in the classic Outlook. -
    • I will try this
  • Go to File > Account Settings > Account Settings.
  • Select your account and click Remove. Then, add it back.

Answer 3

Hello Mark,

Thank you for your detailed response. Based on the information you’ve provided, it seems like the issue might be more complex and could require further investigation.

As you mentioned, try removing and re-adding your email account in the classic Outlook. This can sometimes resolve sync issues.

If reconfiguring your account doesn’t resolve the issue, it would be best to open a service request - Get Support - Microsoft 365 Admin |Microsoft Learn with Microsoft support. This will allow our technical experts to investigate the issue more thoroughly. They have access to advanced tools and resources to collect logs, perform remote sessions, and configure your settings to ensure everything is working correctly. I will work closely with them to make sure your issue is resolved.

Please confirm once you've opened the service request. I'll keep an eye on the progress and follow up to ensure a permanent solution.

Thank you for your patience and cooperation.

Best regards,

Eleni | Microsoft Community Moderator.