Stopped receiving emails

Question

We have stopped receiving emails about a week ago and I can't seem to figure out what happened. We bought our license through Dell and they can't help. We are able to open the app and see emails up to 2/17/26 but nothing incoming after that. I am still able to send messages.

Any thoughts?

Answer 1

Hi @Barb 

Thank you for contacting the Microsoft Q&A forum.  

As the Q&A Assist mentioned, please start by checking Outlook on the web to confirm whether you can still receive emails there. This helps determine if the issue is limited to the Outlook app or if it affects your mailbox more broadly. 

Please also check with the sender to see if they received any bounce‑back message or Non‑Delivery Report. Any error information from their side can be very useful for identifying where the message may have stopped. 

If possible, kindly ask your IT administrator, who has access to the Exchange Admin Center, to run a message trace directly in the EAC. This tool provides clear insight into the message’s path and can reveal whether it was delivered, delayed, or rejected. They can refer to the:  Message trace in the new EAC in Exchange Online | Microsoft Learn 

You can also gather additional information by running tests such as the Exchange Online Custom Domains DNS Connectivity Test and the Inbound SMTP Email test using the Microsoft Remote Connectivity Analyzer 

These tests simulate message delivery to your mailbox and help identify issues such as DNS or inbound routing problems. 

I hope this helps you move forward with the troubleshooting. If you have any updates or need further support, please feel free to share. 

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Answer 2

It sounds like you are experiencing issues with receiving emails in Outlook. Here are a few steps you can take to troubleshoot the problem:

1. Check Outlook on the Web: Sign in to your Outlook account via the web to see if you are receiving emails there. If you can see incoming emails on the web but not in the app, the issue may be related to your email app or settings.
2. Run the Support and Recovery Assistant: This tool can help identify and fix issues with Outlook or your Microsoft 365 account. You can download it and run it on the affected computer to check for any problems.
3. Check for Rules: Sometimes, rules set in Outlook can divert incoming emails to other folders or even delete them. Check your rules to ensure none are affecting your incoming mail.
4. Verify Account Settings: Ensure that your account settings in Outlook are correct, especially if you are using an IMAP account. Incorrect settings can prevent emails from being received.
5. Check for Licensing Issues: Since you mentioned purchasing your license through Dell, ensure that your license is active and properly configured.

If these steps do not resolve the issue, you may need to contact Microsoft support for further assistance.

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References:

• Find and fix email delivery issues as a Microsoft 365 for business admin
• Can't send or receive email in Outlook and "Metered Connection Warning" is triggered