how to fix outlook

Question

Hello,

I am experiencing a serious issue with my Outlook email on my laptop. Certain important emails are not arriving, including:

• Statements from my real estate agent
• Emails from my employer
• Emails sent from my mobile device (including photos)

At the same time, some emails are arriving normally, e.g., test emails I send to myself from the same account.

I have already:

• Verified there are no rules set
• Checked Junk/Deleted folders
• Added senders to Safe Sender list

Despite this, emails from the same senders are still not arriving.

This is affecting employment and financial communications. I request urgent assistance to:

1. Review and reset any filtering, blocking, or delivery issues
2. Ensure all legitimate emails are delivered to my inbox
3. Verify synchronization between devices

Please escalate this as a priority case.

Kind regards,Hello,

I am experiencing a serious issue with my Outlook email on my laptop. Certain important emails are not arriving, including:

• Statements from my real estate agent
• Emails from my employer
• Emails sent from my mobile device (including photos)

At the same time, some emails are arriving normally, e.g., test emails I send to myself from the same account.

I have already:

• Verified there are no rules set
• Checked Junk/Deleted folders
• Added senders to Safe Sender list

Despite this, emails from the same senders are still not arriving.

This is affecting employment and financial communications. I request urgent assistance to:

1. Review and reset any filtering, blocking, or delivery issues
2. Ensure all legitimate emails are delivered to my inbox
3. Verify synchronization between devices

Please escalate this as a priority case.

Kind regards,

Answer 1

Hi Sasa Obradovic,

Welcome to Microsoft Q&A forum. 

For now, please try the steps provided by QA Assist to help narrow down the cause.

If you’ve already tried them and the issue still persists, please let us know (including the results of each step) so I can suggest the next appropriate troubleshooting steps.

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Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

Answer 2

Follow these steps to isolate and fix the issue where only some emails are missing in classic Outlook on Windows:

1. Check if the problem is Outlook or the account itself
   • Sign in to Outlook on the web (for Microsoft 365 or Outlook.com) and verify whether the missing messages appear there.
   • If the emails are present in Outlook on the web but not in classic Outlook on the laptop, the issue is with the Outlook app/profile on the laptop, not with delivery to the mailbox.
2. Confirm the account password and authentication
   • If the account password was changed on the provider’s website, update it in Outlook:
     • In new Outlook: select the icon next to the email account name, choose Continue, and sign in with the current password.
     • In classic Outlook: ensure the stored credentials are updated as described in the “Have you changed your password recently?” section.
   • If Outlook prompts for an app password (for accounts requiring it), generate the app password from the email provider’s site and use that in Outlook instead of the normal password.
3. Run Microsoft Support and Recovery Assistant (SaRA)
   • Use the Microsoft Support and Recovery Assistant on the affected computer to automatically detect and fix profile, version, or configuration issues that can cause missing or stuck mail.
   • Download and run it from the Microsoft Support and Recovery Assistant link, then sign in with the affected account and follow the prompts to repair Outlook and the account configuration.
4. Repair the Outlook installation
   • If Outlook is installed but not functioning correctly, repair the Office/Outlook program:
     • Follow the steps in Repair an Office application to run a Quick Repair (and if needed, an Online Repair). This can fix issues that prevent Outlook from properly syncing or displaying messages.
5. Repair or recreate the Outlook profile
   • A corrupted Outlook profile can cause partial mail delivery or missing messages:
     • Use the steps in Fix your Outlook email connection by repairing your profile to repair the existing profile.
     • If problems persist, create a new profile using Create an Outlook profile, add the email account again, and set the new profile as default. Then check if all messages, including those from the real estate agent, employer, and mobile device, appear correctly.
6. Start Outlook in Safe Mode to rule out add-ins
   • Some add-ins can interfere with sending/receiving or message display.
   • Press the Windows key, type outlook.exe /safe, and press Enter.
   • In Safe Mode, check whether the missing emails now appear or new messages arrive correctly.
   • If email works in Safe Mode, disable or remove problematic add-ins and continue using the repaired profile.
7. If still unresolved, use classic Outlook troubleshooters or contact support
   • Go to the Classic Outlook troubleshooters page and run the relevant troubleshooter for sending/receiving issues.
   • If the troubleshooters do not resolve the issue, use the contact support option for direct assistance and escalation, especially since this affects employment and financial communications.

These steps collectively reset Outlook’s connection to the mailbox, repair the app and profile, and verify that all devices are synchronizing correctly.

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References:

• Find and fix email delivery issues as a Microsoft 365 for business admin
• Issues sending and receiving email
• I can't send or receive messages in Outlook