Outlook Email issue

Question

Not able to receive emails for the last 36 hours. I've signed into GoDaddy and Microsoft but nothing is fixing the issue

Answer 1

Hi @Kristin Lopez, 

I hope you're doing well today. 

From your description, you have not been receiving emails in the new Outlook for the past 36 hours even after signing in through GoDaddy and Microsoft.  

This can happen when mail is not reaching the mailbox due to domain routing changes, mailbox limits, or security filtering, and it can also occur when the mailbox is receiving mail but the new Outlook app is not syncing or is displaying filtered views. Therefore, the quickest way forward is to confirm whether the messages are arriving server side first, and then narrow the issue to routing, filtering, or client sync. 

Below is a clear and detailed guide to walk you through the steps that can restore your user’s ability to receive emails. If you don't have a permission, please contact your IT's administrator to follow this steps below:   

1/ Run message trace (admin only) 

• Please involve your tenant admin to run a message trace in the Exchange Admin Center (EAC). This will help determine whether the email was ever received by EOP and provide visibility into its delivery status. Run a message trace and view the results in the Exchange admin center in Exchange Online | Microsoft Learn    
• If the trace shows no record of the email, it confirms that the message did not reach Exchange and may have been blocked or failed at the connector level.   

2/ Review mail flow rules and anti-spam settings   

Sometimes, mail flow rules or spam filters may prevent emails from reaching the inbox.  

• Go to the Exchange Admin Center.  
• Navigate to Mail Flow > Rules and check for any rules that might redirect or block incoming emails.  
• Also review Anti-Spam Policies under Microsoft 365 Defender > Policies & Rules.  

Make sure there are no filters or rules targeting the affected user’s mailbox. 

3/ Check accepted domains:  

• In EAC, go to Mail flow > Accepted domains.  
• Ensure that the user's email domain is correctly listed as an "Authoritative" accepted domain. If it's not, or if there's a misconfiguration, it could prevent incoming mail.  

4/ Check individual mailbox settings:  

• Junk Email Settings (Outlook/OWA): While less likely to completely block all incoming mail, an aggressive junk mail setting or a large "Blocked Senders" list could be preventing legitimate emails. Have the user check their own blocked senders list in Outlook/OWA.  
• Mailbox Quota: Is the user's mailbox full? If so, they won't be able to receive new emails. Check their mailbox quota and usage in EAC under Recipients > Mailboxes.  

5/ Check for Account Restrictions  

After an account compromise, Microsoft may automatically restrict email capabilities to protect the environment.  

• Visit the Restricted Users page: Security & Compliance  
• If the user appears on this list, follow the prompts to remove the restriction.  

This action ensures the account is no longer blocked from receiving messages.  

6/ Contact IT administrator:      

Since your account is managed by your organization, please contact your IT administrator to review your permissions and policies. If the issue persists after these checks, ask your IT administrator to submit a support request directly to Microsoft Support team.          

They can raise a support ticket by visiting: Get support - Microsoft 365 admin | Microsoft Learn    

In case you do not know who is your IT admin, kindly refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support  

As community moderators, we appreciate your understanding that our access to internal development details is limited. Our primary role is to guide users toward the appropriate resources and support channels. While we may not have visibility into deeper backend analysis, we’ll continue doing our best to support you within the scope of our responsibilities.         

I hope this information is helpful. Please follow these steps and let me know if it works for you. If you have any updates regarding the issue, please feel free to share them with me.          

Thank you for your patience and your understanding. I look forward to continuing the conversation. 

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