365 outlook not receiving emails on pc but works on phone

Question

365 outlook not receiving emails on pc but works on phone

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Moved from: Microsoft 365 and Office | Development | Other

Answer 1

Hello jbilcze

Thank you for reaching out to Microsoft Q&A Forum. I understand how confusing it is when Outlook on your phone receives emails fine, but the PC app does not. This usually points to a sync or profile issue in the Outlook for Windows app rather than your account itself.

I can also see there’s a Q&A Assist reply under your post. To avoid repeating it, could you tell me if you’ve tried those steps yet, and what happens when you try?

In the meantime, please try the following steps:

1. Check if emails are arriving on Outlook Web

• Sign in to Outlook on the web
• Check all folders (Inbox, Junk, Deleted Items, Archive)
• If emails appear online but not in your Windows app, it's a sync issue

2. Check for hidden inbox rules

Still in Outlook on the web's settings, go to:   

• Settings > Mail > Rules/ Sweep: remove/disable any rule that moves/deletes mail
• Settings > Mail > Forwarding: make sure nothing is forwarding 

3. Force-close and restart new Outlook app

• Right‑click Start > Task Manager
• Select Microsoft Outlook > End task
• Reopen new Outlook for Windows normally

4. Uninstall and reinstall the new Outlook for Windows

• Uninstall: Start menu > find new Outlook for Windows > expand options > Uninstall
• Reinstall: open classic Outlook for Windows, then use the "Try the new Outlook" toggle to download and switch back. 

5. Check your Focused/Other inbox

• Check if you have the Focused and Other tabs at the top of your message list. Click Other to see if your missing emails are there.

6. Check your internet connection or try a different network

• Ensure you have stable internet
• Switch between Wi‑Fi and mobile data or use a different device
• Turn off any VPN or proxy, as these can block the server connection.

If it still fails, to help me guide you more precisely, please share:

• Which specific steps have you already tried?
• Whether the problem occurs on Outlook.com web, the Outlook app (New Outlook or Classic Outlook), or both?

For more details, please refer to this official guide: I can't send or receive messages in Outlook - Microsoft Support

Thank you for your understanding and patience. Feel free to let me know how it goes.

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Answer 2

If your Outlook on PC is not receiving emails while it works on your phone, there are a few common issues to consider:

1. Check for Software Updates: Ensure that your Outlook client and Windows operating system are up to date. Outdated software can lead to connectivity issues. You can run Windows Update to check for the latest updates.
2. Run Microsoft 365 Diagnostics: Use the Microsoft 365 diagnostic tool to troubleshoot connectivity issues. This tool can perform automated checks and suggest possible solutions.
3. Check for Service Issues: If multiple users in your organization are experiencing similar issues, it might be a service problem. Check the Microsoft 365 Service health status to see if there are any ongoing issues with Exchange Online.
4. Profile Issues: Sometimes, a corrupted Outlook profile can prevent email from being received. You may need to create a new Outlook profile to resolve this issue.
5. Network Connection: Ensure that your PC is connected to the internet and not on a metered connection that might restrict data usage.

By following these steps, you should be able to identify and resolve the issue with Outlook on your PC not receiving emails.

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References:

• Fix Outlook connection problems for Microsoft 365 account
• Help Identify My Issue with Sending/Receiving Email in Outlook (Automatic Checks)