I am not getting new email in my outlook account

Question

I am not getting new email in my outlook account. I don't know who to contact or what to do.

Instructions online I keep going around and around and around....No help!!!!

The live agent disconnected us and now I cannot get a new online agent to help.

Is there a legitimate phone number to get an agent on to help?

Answer 1

Hi, I'm John! I will help you with this.

I noticed you posted under Outlook Web. Just to confirm, are you accessing your email through a browser?

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In the meantime, I recommend checking out this Microsoft support article:

• "Can't send or receive email in Outlook.com" https://support.microsoft.com/office/can-t-send-or-receive-email-in-outlook-com-d39e3341-8d79-4bf1-b3c7-ded602233642 Please scroll down and take a look at the sections titled "Can’t receive mail in Outlook.com". It walks you through some helpful steps that usually resolve this kind of issue.
• Check your mailbox settings to confirm nothing is filtering or blocking those emails.
• Make sure your Focused Inbox is turned off, so all messages show in one place. https://support.microsoft.com/office/focused-inbox-for-outlook-f445ad7f-02f4-4294-a82e-71d8964e3978
• Try adding their email addresses to your Safe Senders list to make sure Outlook doesn’t block or redirect them. https://support.microsoft.com/office/add-recipients-to-the-safe-senders-list-in-outlook-be1baea0-beab-4a30-b968-9004332336ce

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Check any Outlook rules:

• In https://outlook.live.com/mail go to Settings > View all Outlook settings > Mail > Rules and Mail > Forwarding to make sure no one has set up rules to forward or delete your messages.

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If the issue persists, please provide more details by answering my questions.

Click "Add comment" below to let me know.

Regards,

John J.D.

Answer 2

For Outlook.com accounts that are not receiving new email, and when self-help and live chat have not resolved the issue, the next step is to use the official Outlook.com support and Microsoft support entry points rather than a direct phone number.

1. For Outlook.com-specific help
   • Go to Outlook.com and sign in.
   • Select Help on the menu bar and enter the issue (for example, “not receiving email”).
   • If the self-help suggestions do not solve the problem, scroll down to Still need help? and select Yes to reach Outlook.com support.
   • If sign-in is not possible, use this link instead: https://go.microsoft.com/fwlink/?linkid=2194326.
2. Use the Outlook.com interactive troubleshooter for mail delivery
   • If the problem is specifically that new mail is not arriving, use the interactive troubleshooter starting from: https://go.microsoft.com/fwlink/?linkid=2159140.
   • If the error shown is “The recipient server did not accept our requests to connect,” follow the guidance in Add or remove an email alias in Outlook.com linked from the article.
3. General Microsoft support and escalation
   • For other Microsoft account or subscription issues, use the Account & Billing Help entry point: https://go.microsoft.com/fwlink/?linkid=2189071.
   • For other Microsoft products and services, start from the general support entry point: https://go.microsoft.com/fwlink/?linkid=2189072 and follow the prompts to reach a support option (chat or call-back) appropriate to the product.
4. About phone numbers and live agents
   • For personal Outlook.com accounts, support is primarily provided via in-product Help, web support flows, and chat; direct phone numbers are not guaranteed for every scenario.
   • To reach a live agent, complete the online support flow for Outlook.com or Microsoft account issues and choose the offered contact option (chat or call-back) when it appears.

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References:

• Can't send or receive email in Outlook.com
• Outlook prompts for phone number for Outlook.com accounts
• Unblock my Outlook.com account
• Stopped receiving emails on my account. - Microsoft Q&A
• I need a phone number for Microsoft support - Microsoft Q&A
• SPEAK TO LIVE AGENT - Microsoft Q&A
• How do I get a live person at Microsoft.? - Microsoft Q&A