Outlook not receiving all emails

Question

Outlook on both the web and mobile (Android) is not receiving all emails. I still receive limited emails, but all of my verification/authentication emails go to this address. I have had this email address for many years. My storage has plenty open, and these many important emails are not in junk, other, or focused. There's no rules set up, or strict restrictions. I've also tried to add these domains to safe sender and still don't receive them. I've tried to reach a person at Microsoft and that seems impossible.

I'm extremely frustrated as everything is linked to this account and I'm unable to speak to anyone that can take a look to see what the problem is. This is not a user error. It started about 4-5 months ago and is becoming increasingly problematic.

Can anyone share a number to speak with an actual human about Outlook?

Answer 1

Hi Nick Wagner,

Welcome to Microsoft Q&A.

Since you’ve already confirmed no rules, no Junk/Focused/Other, plenty of storage, and this happens on web + Android, this isn’t likely an “app setting” problem. It looks more like a mail delivery/filtering block on the service side, which needs escalation.

Best ways to reach the right support channel

1) Outlook for Android (in-app support)

In Outlook Android: ? (Help) > Contact Outlook Mobile Support.

They can confirm app-side behavior, but if they say “the app looks fine,” you should still escalate via Microsoft Support for mail delivery review.

2) Contact Microsoft Support (official web flow)

(You can also try accessing this flow by clicking 'Help' in the top menu of Outlook on the web and scrolling to 'Still need help?')"

• Go to: Contact Us
• Type a short description
• Click Get Help, then scroll to the bottom and select Contact Support
• Choose the closest match for Products & services and Category
• Select Chat with a support agent in your web browser (if available) or a callback option.

3) One last self-service: Add an alias to isolate the issue

Add a new alias to the same Microsoft account, then have one affected service send a verification/OTP email to that alias.

For reference: Add or remove an email alias in Outlook.com

If it arrives to the alias but not your primary address, that’s strong evidence the problem is tied to the specific address.

Note: Avoid making the new alias “primary” unless you understand the impact on sign-in and linked services.

4) Bring proof: sender bounce/rejection details (strongest lever for escalation)

Ask one affected sender (bank/site) if they see a bounce / rejection when sending to you and request the error code + timestamp. When you provide that to Microsoft support, it’s much easier for them to route the case to the mail delivery team, instead of repeating Junk-folder scripts.

I hope that you can resolve this situation soon. Please feel free to reach out if you require further assistance.

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Answer 2

If Outlook is not receiving all emails, there are several troubleshooting steps you can take to identify and potentially resolve the issue:

1. Check Email Forwarding Rules: Sometimes, emails may not appear in your inbox due to forwarding rules that redirect emails to another folder. Ensure that there are no hidden rules diverting your emails elsewhere. For instance, one user found that a rule was diverting all new mail to the RSS feed, which was not obvious at first.
2. Verify Safe Senders List: You mentioned adding domains to the safe sender list. Make sure that the domains are correctly added and that there are no typos.
3. Use Outlook on the Web: Since you are experiencing issues on both the web and mobile, log into Outlook on the web to see if the emails are appearing there. If they are visible on the web but not on your mobile app, the issue may be with the app itself.
4. Run Support and Recovery Assistant: This tool can help diagnose and fix issues with Outlook. It can identify problems related to your account or the app that may be affecting email delivery.
5. Storage Space: You mentioned having plenty of storage, but it's worth double-checking that you are indeed under the limit, as sometimes storage issues can prevent new emails from being received.
6. Contact Microsoft Support: If the issue persists, contacting Microsoft Support may be necessary. Unfortunately, direct contact numbers are not provided here, but you can reach out through their official support channels for assistance.

If these steps do not resolve your issue, it may be beneficial to keep monitoring the situation or seek further assistance from Microsoft directly.

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References:

• I haven't received any email in Outlook for several months - Microsoft Q&A
• Stopped receiving emails on my account. - Microsoft Q&A
• Find and fix email delivery issues as a Microsoft 365 for business admin