Outlook is not downloading emails and mailboxes have disappeared.

Question

I would like someone to call me and walk me through the fixing process with the new outlook that has stopped working. I am having trouble finding, in the Microsoft 365 admin center, where to request an Microsoft support agent to call me. If anyone can help me with that, I would be most grateful.

Thank you.

[Moderator note: personal info removed] 

Answer 1

Hi @Tom Crawford 

Welcome to the Microsoft Q&A forum. 

Thank you so much for reaching out, and I’m really sorry you’re dealing with Outlook not downloading your emails and some mailboxes going missing 

I’d like to explain a bit about why this issue happens specifically in the new Outlook, because the change isn’t caused by anything you did, it’s related to how the new app stores and syncs data differently from the classic version. 

In the new Outlook, email data is no longer stored locally on your device the way it was before. Local folders such as “On My Computer” or local-only mailbox structures aren’t accessible in the new version, because the app only displays items that already exist on the server. This means older folders that previously lived only on your machine won’t automatically show up in the new Outlook. Additionally, switching between the new and classic versions can sometimes interrupt the sync or cause certain mailboxes to not load fully, depending on how the account was originally set up. 

From what you described, the quickest way to connect directly with a Microsoft support agent, including requesting a callback, is through the Microsoft 365 admin center (as long as you’re signed in with an admin role). Here’s the most direct path: 

• Ticket Support: In the Microsoft 365 Admin Center>Support>Help & Support. You can raise support ticket.  
• Phone Support: Microsoft provides customer service phone numbers based on your region. You can find the appropriate contact number here. 

Please note that you’ll need an account with admin rights to sign in to the Microsoft 365 Admin Center. If your account doesn’t have admin permissions, the system may not show the Help & support option. In that case, an admin in your organization can submit the request on your behalf. 

As a community moderator, I kindly ask for your understanding that my access to internal development details is limited. My primary role is to guide users toward the appropriate resources and support channels. While I may not have visibility into deeper backend analysis, I’ll continue doing my best to support you within the scope of my responsibilities. 

I sincerely apologize once again for the inconvenience you’ve experienced, and I truly appreciate your continued support and engagement with Microsoft.  

I hope this information is useful. As other users will also be searching for guidance in this community, clicking “Accept Answer” would be a wonderful way to amplify your impact. Your action not only helps others with similar questions find the right solution faster, it also highlights your role in shaping a more helpful and informed community.    

Thank you again for your time and for raising this important usability concern. If you have any further questions or need additional assistance, please don’t hesitate to reach out. 

I look forward to your thoughts on this. 

---

Note: Please follow the steps in our documentation to enable email notifications if you want to receive notifications related to this thread. 

 

Answer 2

To request a Microsoft support agent to call you, you can follow these steps in the Microsoft 365 admin center:

1. Go to the admin center at https://admin.cloud.microsoft. If you encounter a message about permissions, ensure you are logged in as an admin.
2. On the bottom right side of the page, select Help & support.
3. In the Support Assistant page, type your message or question into the text box.
4. If the results do not resolve your issue, select the Contact Support icon at the top or bottom of the page.
5. Choose your contact method (phone or email), add your contact details, and select Contact me.

This will initiate the process for a support agent to reach out to you directly.

If you are experiencing issues with Outlook not downloading emails and mailboxes disappearing, it may also be beneficial to check the current health of your services on the Service Health dashboard to see if there are any ongoing incidents that might be affecting your service.

---

References:

• Get support for Microsoft 365 for business
• Get support for Microsoft 365 for business