Microsoft 365 Business Standard - OUTLOOK not receiving emails

Question

Hey team,

My Outlook suddenly stopped receiving new emails, even though it shows connected.

I'm running a Microsoft 365 Business Standard licence for my business.

I’ve tried restarting, checking filters, and updating settings but nothing worked.

I can send emails from this account. If I get an email address wrong, I receive the EMAIL NOT SENT error email on both the desktop and web versions of outlook.

I need access to my incoming mails urgently.

H E L P please !!

Cheers
[Moderator note: personal info removed]

Answer 1

Please note that Q&A forum is a public platform, and moderators will modify the question to hide personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

Hello pk

Have you tried checking your domain health in the Microsoft 365 admin center to confirm whether it’s healthy? You can review this here: https://admin.cloud.microsoft/?#/Domains Please also verify that your MX, DKIM, and DMARC records are still configured correctly and haven’t changed recently.

In addition, I recommend running a message trace to see whether incoming emails are reaching your tenant but not being delivered to the mailbox: https://admin.cloud.microsoft/exchange#/messagetrace

At the mailbox level, please also double‑check the following:

• Junk Email folder
• Other tab (if Focused Inbox is enabled)
• Inbox rules that might move or delete messages
• Mail forwarding, in case messages are being redirected elsewhere

Kindly note that this is a user‑to‑user forum, and as a forum moderator, I don’t have access to backend tools or the ability to directly investigate or remediate mail flow issues so if this issue is urgent and none of the above helps, I recommend opening a support ticket from the admin center so the support team can investigate further. Please make sure to disable the Support Assistant to ensure the case is routed to a human support engineer.

Hope this helps move things forward. If you have any other questions, please don’t hesitate to ask.

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Answer 2

Try the following steps in order to isolate whether the issue is Outlook or the mailbox/service, then repair the client side.

1. Check if the mailbox is receiving mail at all
   • Sign in to Outlook on the web for the same Microsoft 365 Business Standard account.
   • Send a test message to this mailbox from a different account.
   • If the message appears in Outlook on the web but not in the desktop Outlook, the problem is with the Outlook app/profile on the device.
2. Confirm Outlook is online and connected
   • In Outlook for Windows, make sure Work Offline is not enabled.
   • Verify the status bar shows “Connected” and not “Trying to connect…” or “Disconnected”.
3. Run the Microsoft Support and Recovery Assistant (SaRA)
   • Use the Support and Recovery Assistant for Microsoft 365 to automatically detect and fix common Outlook issues (profile problems, wrong version, connectivity issues, etc.).
   • Run it on the affected computer while signed in with the problem account. Let it complete all suggested repairs.
4. Check whether the issue is only in Outlook or another email app
   • If Outlook on the web works but the desktop app does not, and SaRA does not fix it, create a new Outlook profile:
     • Open Control Panel → Mail → Show Profiles….
     • Add a new profile and re-add the Microsoft 365 account.
     • Set the new profile as default and start Outlook with it.
5. If no mail arrives even in Outlook on the web
   • This indicates a mailbox or service-side issue rather than the Outlook client.
   • As a Microsoft 365 Business Standard user, contact the Microsoft 365 admin for the tenant to review mail flow and delivery, or open a support ticket using the Microsoft 365 admin center.
   • Admins can use the “Find and fix email delivery issues” guidance to check for delivery failures, rules, or mailbox problems.

If none of the above resolves the issue, use the Outlook troubleshooters listed for “Issues sending and receiving email” and, if still unresolved, proceed to contact Microsoft support from there.

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References:

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