Some emails do not arrive

Question

Some emails do not arrive. There are a few cases where i have sent an email, and the recipient replies, but i do not receive an email back. The sender has forwarded the email from "sent emails" to another email address i have, then it arrives. And i can then verify that the email address, to which it was originally sent, is mine.

I have added the e-mail address to "safe sender". But without luck. I have also checked the following: Check Junk and "Other" Tabs. Check Storage Limits. Review Rules and Filters. Check Blocked Senders. Verify Email Forwarding. Toggle Off Focus Mode.

Regards
[Moderator Note: Personal Info Removed]

Answer 1

Hi Pål Slåen,

Please note that our forum is a public platform, and we will modify your question to hide your 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.

Since you have already checked Safe Senders, Junk/Other, Storage, Rules/Filters, Blocked Senders, Forwarding, and Focused Inbox, but the emails still do not appear anywhere, I would suggest trying the following quick steps:

1. Please sign in to the Outlook app (iOS/Android) with the same account and check whether the “missing” emails appear there.

• If they do show on mobile but not on the web, it is likely a display/browser-related incident (cache or extensions) on your device rather than a sender-side cause.

2. Try browser “safe mode” to rule out extensions:

• Open Outlook Web in an InPrivate/Incognito window (or temporarily disable any ad blockers / anti‑tracking extensions), then reload the page and test again.

3. Check whether the emails were deleted or hidden:

• Go to Deleted Items and select “Recover items deleted from this folder” to see if the emails can be restored.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas only.

If the emails still do not appear after these steps, the next step would be to contact the official Outlook.com support team so they can investigate on the service side:

• Go to Contact Us: https://support.microsoft.com/en-us/contactus
• Click “Show expanded list of products”
• Select Outlook > Get Home support
• Type “Outlook live chat” in the search box, then select Get Help > Contact Support
• If you cannot sign in to the affected account, sign in with another Microsoft account to access support options
• Under Products & Services, select Other Products > Outlook, then choose “Chat with a support agent via web browser”

Thank you for your understanding. 

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