1. I no longer recieve messages in Outlook.

Question

No longer receiving incoming emails.

Outlook account was hacked.

Changed password.

Deleted app and reloaded

No suspicious forwarding information

Did see a suspicious account name, but it can't be deleted

Same issue regardless of phone app or using laptop

What am I missing?

Please send response to gmail account

******@gmail.com

Answer 1

Hello, thank you for reaching out to Microsoft Q&A.

1. Could you please confirm whether you’re able to send emails normally?
2. What is the exact error message the sender receives when they try to send an email to your account?

Send a test email from another one of your accounts to the affected email address. Check whether you receive any bounce-back (non-delivery) error messages or if the email gets stuck in the Outbox. If you receive an error, please share the complete error message here.

If the email is sent successfully, then please check your email forwarding rules and blocked senders list, and verify whether the messages have been routed to another folder, such as Junk or Spam.

Sign in with your Microsoft account on the link below to see if your incoming emails are forwarded to another email address.

Email forwarding rules: https://outlook.live.com/mail/0/options/mail/forwarding

(Click Do not forward if your emails are being forwarded to another address)

To check blocked sender's lists, go to Settings > Mail > Junk Email > Blocked Sender's lists.

Additionally, ensure you have sufficient mailbox storage to send and receive emails.

---

Meanwhile, please enable these security protocols to prevent the same issue from happening in the near future.

1. Reset your Microsoft account password.

Open an InPrivate/Incognito browser window and use the following link to reset your password: https://account.live.com/ResetPassword.aspx

2. Sign out of your account from all sessions.

Once the password reset is successful, sign in with your account here: https://account.live.com/proofs/Manage

Scroll down until you find Sign out everywhere. Select Sign out everywhere.

3. Enable two-step verification.

On the Security settings page, under Additional security, turn on Two-step verification. Make sure you have at least three security verification methods active.

Answer 2

It sounds like your Outlook account may still be compromised or there could be other issues affecting your ability to receive emails. Here are some steps you can take to troubleshoot and potentially resolve the issue:

1. Check Inbox Rules: Even if you didn't find suspicious forwarding information, it's possible that there are other rules set up that could be affecting your incoming emails. Sign in to Outlook on the web and check the settings for any rules that may be diverting your emails.
2. Review Account Activity: If you regain access, check your account activity for any unauthorized changes or settings. Look for any suspicious logins or changes that may have been made by the hacker.
3. Remove Suspicious Account Names: If you see a suspicious account name that you can't delete, it may indicate that the hacker has linked their account to yours. You may need to contact Microsoft support for assistance in removing any unauthorized accounts.
4. Check Mail Forwarding: Ensure that there are no hidden forwarding addresses set up. You can check this by going to the settings in Outlook and looking for any forwarding options.
5. Use the Account Recovery Process: If you continue to have issues, consider using the Microsoft account recovery options to regain full control of your account. This may involve verifying your identity through alternate email addresses or phone numbers.
6. Contact Microsoft Support: If the problem persists, reaching out to Microsoft support can provide you with further assistance and guidance tailored to your specific situation.
7. Monitor for Further Issues: Keep an eye on your account for any suspicious activity and inform your contacts about the potential compromise to prevent them from falling victim to phishing attempts.

By following these steps, you should be able to identify and resolve the issues preventing you from receiving emails in Outlook.

---

References:

• Respond to a compromised cloud email account
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A