Hotmail not showing created Inbox folders

Question

Hotmail used to show all created Inbox folders. Yesterday no longer shows. I have logged In / Out , cleared Browser , restarted PC

Answer 1

Hi Warren Mitchell,

Welcome to the Microsoft Q&A forum.

I understand how confusing this can be, especially when the Inbox folders you created are still visible on your phone but no longer appear on your laptop, even after trying common troubleshooting steps.

I noticed there was an earlier automated response in the thread. In addition to those suggestions, here are a few other checks that may help clarify what’s happening, based on the behavior you described:

1. Check whether the folders can be accessed via search: In Outlook.com on your laptop, use the Search box at the top and type the exact name of one of the missing folders. If the folder opens from search and then appears in the folder list, this usually indicates a display or rendering issue rather than the folders being removed.
2. Test with a different browser or a private window: If the folders appear on your phone but not on your laptop, the issue can be specific to the browser profile. Try signing in to Outlook.com using a private/incognito window or a different browser on the same laptop to see whether the folders load correctly there.
3. Check for account sign-in overlap: If you are signed in to multiple Microsoft accounts in the same browser (for example, personal and work accounts), Outlook.com may not fully load the folder tree. Signing out of all Microsoft accounts in the browser, then signing back in with only the affected account, can help rule this out.
4. Confirm the behavior in another Outlook client (if available): If you have access to the new Outlook for Windows or another desktop Outlook app, adding the same account there can help confirm whether the issue is isolated to Outlook.com on the web. If the folders appear in another client, this further points to a web-specific display issue.

Since the folders are still visible on your phone, they are very likely still present in the mailbox. If none of the above checks restore visibility on Outlook.com, the next step would be to contact Microsoft Support so they can review the mailbox folder state on the service side, as this cannot be adjusted from forum tools.

1. Visit the Microsoft Support contact page: Contact - Microsoft Support  
2. In the search bar provided on the page, type "Outlook issue" and press Enter.  
3. Click on the "Get Help" button that appears.  
4. Scroll down the page until you see and click on the "Contact Support" option.  
5. When prompted to select your product or service, choose "Other Products".  
6. For the category, choose "Outlook".  
7. Look for and click on "Chat with a support agent in your web browser".  
8. Confirm your personal email when prompted - this is the email Microsoft will use to communicate with you during and after the support session.  
9. Explain your situation clearly: Be concise but provide all the relevant details.  

I hope this helps narrow down the cause. Please feel free to share what you observe after trying these steps.

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