Outlook on Google pixel xl 9 pro

Question

We switched to outlook for my work emails away from Gmail. I was able to integrate properly, all my emails and calendar were imported. After that I have not received a single email. Outlook works fine on my work desktop and I am receiving my emails.

I have tried uninstalling, resetting, clear cache and settings. Messing with all the settings, uninstalling gmail, etc.

Please help.

Answer 1

Hi @Reed Reynolds, 

Good day, I hope you are doing well. 

Thank you for sharing detailed information and I truly appreciate your time to provide troubleshooting steps you have tried. I understand how inconvenient this issue may have caused to your work. Since you have tried the initial steps, I would recommend trying the following advanced steps to see if the issue persists: 

1. Reset your account in Outlook 

• On your phone, open the Outlook app. 
• Go to Settings > Accounts. 
• Select the affected account, scroll down and select Reset account. 

2. Remove the account from Outlook 

• In Outlook, navigate to Settings > Accounts. 
• Select the affected account, scroll down and select Remove account. 

• Confirm the action. 
• Add the account to Outlook again and see if the issue persists. 

3. Confirm the account was added as the live Microsoft 365 work mailbox 

• In Outlook, navigate to Settings > Accounts. 
• Tap the account that is currently added. 
• Check the full email address shown there. 
• Compare that address with the mailbox that is receiving new mail in desktop Outlook or Outlook on the web. 

If the address in mobile is the same Microsoft 365 work mailbox that is receiving new messages on desktop, then the correct account is added. If the mobile app still shows the previous Gmail account, or only an older connected account, then the phone is not using the live mailbox. 

4. Contact IT admin 

If the issue persists after taking these steps, it appears to require a deeper investigation from your organization's IT admin. They could verify if there's any policy prevent you from receiving your emails. Moreover, they can also create a support ticket to Microsoft if everything looks good but you still cannot receive emails.  

A technical support engineer can then initiate a remote session, review backend settings, and run diagnostics. If needed, they can escalate the case to specialized engineering teams who are well-equipped to perform advanced troubleshooting and provide targeted solutions.  

   

As moderators, our primary goal is to provide helpful guidance and support through general troubleshooting steps. While we don’t have access to internal systems or administrative tools required to resolve account-specific or backend issues, we truly appreciate your understanding of these limitations. We genuinely hope the information we share helps point you in the right direction, and we're always here to assist as much as we can within our scope.  

   

For guidance on how to request support in the admin center, please refer to: Get support - Microsoft 365 admin.      

 

I hope this information is helpful. Please follow the steps above and let me know if it works for you. If not, we can continue working together to resolve the issue.  

Thank you for your patience and understanding. If you have any questions or need additional assistance, please don’t hesitate to reach out so I can continue to support you. If you found the response useful, please consider marking it as accepted, as this may help other community members who are looking for similar guidance.  

I look forward to continuing the conversation.  

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Answer 2

Follow these steps on the Google Pixel to troubleshoot Outlook not receiving new work emails:

1. Reset the account in Outlook for Android
   1. Open the Outlook app.
   2. Go to Settings.
   3. Tap the work account that is not receiving mail.
   4. Tap Reset Account and wait for it to resync.
2. Remove and re-add the account
   1. In Outlook, go to Settings.
   2. Tap the work account.
   3. Tap Delete Account > Delete From This Device.
   4. Add the account again using the correct work method (typically Microsoft 365/Exchange, not IMAP/POP). If prompted to choose IMAP/POP, contact the work admin to confirm the correct server type and settings.
3. Confirm the account type supports sync
   • If the account is added as IMAP or POP, only email syncs and sometimes not reliably for calendars/contacts. For full and reliable sync, ensure it is added as an Exchange/Microsoft 365 account as provided by the organization.
4. Check if the mailbox itself is working
   • Since Outlook on the desktop is working, send a test email from the desktop Outlook and verify it appears in the desktop Inbox.
   • After confirming, open Outlook on the Pixel and pull down to refresh the Inbox.
5. If still not working
   • Set up the same work account in Outlook on a PC (if not already) using the Exchange/Microsoft 365 protocol.
   • Send a test email and create a test calendar event from the PC Outlook.
   • Close Outlook on the PC, restart the PC, reopen Outlook, and confirm the test items are present.
   • Then check Outlook on the Pixel again and, if needed, restart the Outlook app from Settings in the app.

If none of these steps restore sync on the Pixel, contact the organization’s Microsoft 365/Exchange admin or technical support to verify mobile access policies and device restrictions, or use Settings > Help & Feedback > Contact Support in Outlook for Android to reach Microsoft support.

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References:

• Can't sync calendar and contacts with my phone or tablet
• Troubleshoot Outlook mobile issues
• Outlook for iOS and Android FAQ
• Set up email in the Outlook for Android app
• Outlook for Android Help
• Fix email sync issues by removing a device from your Outlook mailbox