Email account still not working despite deleting my emails

Question

Email account has been suspended as I exceeded storage. I have deleted all emails but it still isn’t working. What else can I do?

Answer 1

Dear Sandra,

Thank you for posting to the Microsoft Q&A. I understand how disruptive it is to have your email service remain suspended, especially after you have already dedicated time to deleting messages to resolve the storage limit.

There are two primary reasons why an account remains suspended after a cleanup: the "Recoverable Items" hidden storage and the distinction between Microsoft Storage (OneDrive/Attachments) and Email Storage.

1. Purge the "Recoverable Items" Folder

When you delete an email, it moves to the "Deleted Items" folder. However, even after you empty that folder, the items are held in a secondary "Recoverable Items" area for 30 days, which still counts against your quota.

1. Go to your Deleted Items folder in Outlook Web.
2. Click Empty folder.
3. Look for the link at the top of the message list that says "Recover items deleted from this folder."
4. Select Empty folder again in this secondary window to permanently remove the data from your quota.

2. Verify the Two-Tier Storage Limits

Microsoft now splits your storage into two different categories. If either one is full, your email will be blocked.

1. Log in to outlook.live.com.
2. Go to Settings (Gear Icon) > General > Storage.
3. Check the two status bars:
   • Microsoft Storage: This includes OneDrive files and email attachments. If this is red, you must delete large files from OneDrive or emails with large attachments.
     • Email Storage: This is the total of your actual email text and calendar items.
     1. Target Attachments: On this same screen, use the "Outlook (Attachments)" tool to see your largest emails. Deleting a few emails with large attachments is often more effective than deleting thousands of text-only messages.

3. Account for Server Propagation (Sync Delay)

Once both status bars are green (below the limit), there is a mandatory waiting period.

• The Technical Delay: It typically takes the Microsoft servers 2 to 24 hours to recalculate your quota and lift the suspension.
• Even if your storage looks empty now, you may not be able to send or receive mail until the server refresh cycle completes.

Tip: If you need to restore service immediately, you can temporarily increase your storage limit by starting a trial of Microsoft 365. This usually triggers an instant account "unlock," though you must still clean up the underlying files before the trial ends to avoid a recurring suspension.

I hope this helps you clear the necessary space and restores your email service quickly. If you continue to see prompts after checking these settings, please do not hesitate to let me know.

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Answer 2

If your email account is still not working after deleting emails, there are a few steps you can take:

1. Check Storage Quotas: Ensure that your mailbox is indeed under the storage limit. You can verify the storage quotas by running the following PowerShell cmdlet:

      Get-Mailbox ******@contoso.com | fl ProhibitSendReceiveQuota,RecoverableItemsQuota
   

   This will help you understand if there are still items in the Recoverable Items folder that are contributing to the storage issue.
2. Recoverable Items Folder: If the items in the Recoverable Items folder exceed the quota, you may still encounter issues. You can check the total size of the mailbox and the Recoverable Items folder using:

      Get-MailboxStatistics ******@contoso.com | fl StorageLimitStatus,TotalItemSize,TotalDeletedItemSize
   

3. Enable Archive: If you haven't already, consider enabling an archive for your mailbox. This can help manage storage more effectively and may resolve the suspension issue.
4. Contact Support: If these steps do not resolve the issue, it may be best to contact Microsoft Support for further assistance.

By following these steps, you should be able to address the suspension of your email account due to storage issues.

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References:

• "Mailbox is full" warning even if the mailbox hasn't reached the storage limit
• "Message store has reached its maximum size" error when a Microsoft 365 user tries to delete an item in Outlook or Outlook on the Web
• "Message store has reached its maximum size" error when a Microsoft 365 user tries to delete an item in Outlook or Outlook on the Web
• Recoverable Items folder in Exchange Online
• Resolve email archive and deletion issues when using retention policies
• Increase the Recoverable Items quota for mailboxes on hold
• Set up an archive and deletion policy for mailboxes in your organization
• Contact Microsoft Support