How do I talk with live tech. support please I'm 70 and don't understand this technical issue

Question

Outlook says it's full and so does Gmail accounts. I have purchased extra storage but now I am not receiving emails at all please help

Answer 1

Hello, thank you for reaching out to Microsoft Q&A.

Storage:

Please note that with a Microsoft account (without an Office 365 subscription), you get 5 GB of OneDrive cloud storage and 15 GB of Outlook email storage.

If you exceed either of these limits, you will not be able to send or receive emails.

For a Google account (without a Google One subscription), you get a total of 15 GB of storage shared across Google Photos, Gmail, Google Drive, and other Google services.

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First, make sure you know which account is having issues. If you use a @gmail.com address as the sign‑in for a Microsoft services such as OneDrive or Outlook, it is treated as a Microsoft account, not a Gmail account.

In this situation, open an incognito/private browsing tab in any web browser and sign in to your Microsoft account at Outlook.com to check how much storage you have used.

https://outlook.live.com/

Then, in Outlook, go to Settings > Accounts > Storage.

Note: If your storage has exceeded the limit, your account will be put into a frozen state, and you will not be able to send or receive emails. If you later upgrade your storage or free up some space, it usually takes up to 24 hours for the change to be reflected and for email to start working normally again.

Check your account online first, and then check the Outlook app you are signed in to. If the issue is specific to the app, you can sign out and sign back in to resync your emails.

Let me know if you still need more help.

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Answer 2

Outlook.com and Gmail will stop delivering new email when storage is full. Extra storage must be correctly applied to the right account, and space must be freed before new mail can arrive. Then, if more help is needed, a live Outlook.com support agent can be contacted.

Steps to take:

1. Check Outlook.com storage
   1. Sign in to Outlook.com in a web browser.
   2. Check mailbox and Microsoft cloud storage using the storage page linked from "Can't send or receive email in Outlook.com" ("Check your mailbox storage"). If storage is full, new messages are bounced and cannot be recovered.
   3. Delete large or unneeded email (especially with big attachments) and then empty Deleted Items so space is actually freed.
2. Check Gmail storage
   1. Make sure the extra storage that was purchased is for the correct Google account.
   2. If Gmail still reports full, delete large mail and empty Trash/Spam there as well.
3. Confirm Outlook.com can send/receive again
   1. After freeing space, send a test email from another account to the Outlook.com address.
   2. If still not receiving and Outlook.com storage is not full:
      • Make sure the account is not blocked and the password is current, as described in "Can't send or receive email in Outlook.com" (check for unusual sign-in activity and follow the unblock steps if needed).
      • If a phone or tablet app is not syncing, remove and re-add the account or remove the device partnership as suggested under email sync issues.
4. Increase Outlook.com storage (optional) If Outlook.com storage keeps filling up, it can be increased by upgrading with a Microsoft 365 subscription, which provides a larger mailbox and more OneDrive storage, as described in "Storage limits in Outlook.com".
5. Talk with a live Outlook.com support agent If sign-in to Outlook.com is possible:
   1. Go to Outlook.com in a web browser and sign in.
   2. At the top menu, select Help, then Help again to open the Help pane.
   3. Type a short description such as "Mailbox full, not receiving email" in Search Help and press Enter.
   4. If the suggested answers do not fix the issue, scroll to the bottom of the Help pane.
   5. Under Still need help?, select Yes.
   6. Choose Chat with a support agent in your web browser (wording may be similar). This opens a live chat with an Outlook.com support person.
   If sign-in to Outlook.com is not possible, use the sign-in helper link from "How to get support for Outlook.com" to regain access first, then follow the steps above to reach a live agent.
6. If replies from support are missing If a support agent’s replies are not arriving, the mailbox may still be full. Follow the storage-cleanup steps again and confirm there is free space before continuing the chat or asking them to resend.

For phone-based Microsoft support on other products or subscriptions, use the general Microsoft support contact options described in the Q&A references (for example, using the Windows Get Help app or the customer service phone numbers page) if needed.

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References:

• How to get support for Outlook.com
• Can't send or receive email in Outlook.com
• Storage limits in Outlook.com
• Issues sending and receiving email
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