User unable to send/receive emails

Question

We have an Office 365 account for our business through Comcast Business. All users are sending and receiving emails through their Office 365 account without issue, except for one. We are able to send her emails without an error message, but she does not actually receive the emails in her inbox on her computer or phone.

Comcast business instructed us to log out of the user's account, restart the computer, and log back into the account. The user reported they still had no new emails.

Comcast business reported the user has received plenty of emails since 02/11/2026, and should be able to see them. They advised us to contact Microsoft to find out if there is an issue with her devices or security?

Please advise!

Answer 1

It sounds like the user is experiencing issues receiving emails despite others being able to send emails without problems. Here are some steps you can take to troubleshoot the issue:

1. Check Outlook on the Web: Have the user log in to Outlook on the web to see if the emails are appearing there. If they can see emails in the web version but not in the desktop app, the issue may be related to the email app on their computer.
2. Run Support and Recovery Assistant: This tool can help diagnose and fix issues with Outlook or Microsoft 365. The user can download and run the Support and Recovery Assistant to check for any problems with their account or Outlook configuration.
3. Check for Software Updates: Ensure that both the Outlook application and the Windows operating system are up to date. Outdated software can lead to connectivity issues.
4. Check Email Filters and Rules: Sometimes, filters or rules set up in Outlook can inadvertently move emails to other folders or delete them. Have the user check their settings to ensure that emails are not being filtered out.
5. Verify Account Settings: Ensure that the account settings in Outlook are correct. This includes checking the incoming and outgoing server settings.
6. Check for Service Issues: If other users are not experiencing issues, it’s less likely to be a service-wide problem, but it’s still worth checking the Microsoft 365 Service health status to rule out any ongoing issues.

If these steps do not resolve the issue, it may be necessary to contact Microsoft support for further assistance.

---

References:

• Find and fix email delivery issues as a Microsoft 365 for business admin
• Fix Outlook connection problems for Microsoft 365 account