Not receiving emails

Question

All of a sudden I’ve stopped receiving emails from “BGE” and “Bank of America.” I have not changed any rules or blocked emails from these senders. I’ve checked my spam/junk and trash folders and the emails are not there. I’ve called both companies and both have my correct email address and have said that emails were sent. Please can you advise.

Answer 1

Hi marie _kenny

I understand how concerning it is when important emails (like from your bank or utility provider) suddenly stop arriving.

Have you already tried the Q&A Assist suggestions? In addition, please let me know:

• Whether other emails are arriving normally
• If you’re using any connected accounts (Gmail, Yahoo, etc.)
• Whether you see anything when searching for those emails

This will help narrow it down further.

In the meantime, please try the following:

1, Check “Clutter/Focused Inbox” behavior

If you’re using Outlook.com with Focused Inbox enabled, emails may be filtered into “Other” instead of “Focused.”

• Go to your Inbox
• Switch between “Focused” and “Other” tabs
• See if those emails appear there

You can turn it off via: Settings > “Mail” > “Layout” > click “Don't sort my messages” > Save

2, Search your mailbox

Sometimes messages are delivered but moved silently by system filters.

• In the search bar, try:
  • the sender’s domain (e.g., @bankofamerica.com)
  • or subject keywords
• If messages appear, check their location (e.g., Archive or a hidden folder)

3, Check the “Archive” and custom folders

Even if you didn’t create rules, Outlook sometimes auto-moves items:

• Check Archive
• Check any custom folders you may have created in the past

4, Test with a known email from the sender

Ask one of the senders to:

• resend an email
• ideally from a different address/domain (if possible)

If it still doesn’t arrive, it may indicate a filtering issue on the receiving side.

For reference, you can also see: Email is missing from your Outlook.com inbox

Please feel free to let me know how it goes and thank you for your understanding.

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Answer 2

Follow these steps in Outlook.com / Outlook on the web to troubleshoot missing messages from specific senders like BGE and Bank of America:

1. Check Junk Email settings and folder
   1. Go to Outlook.com and sign in.
   2. Open the Junk Email folder and see if any messages from these senders are there.
   3. If you find any, right‑click each message and choose Mark as not junk to move it back to Inbox and train the filter.
   4. Also review your Junk settings as described in the Outlook.com article: make sure nothing there is causing these messages to be treated as junk.
2. Verify Blocked senders and domains
   1. Select Settings (gear icon) at the top of the page.
   2. Select Mail > Junk email.
   3. Under Blocked senders and domains, look for any entries related to BGE or Bank of America (for example, their full address or domain).
   4. If found, select the address or domain and remove it so their mail is no longer blocked.
3. Add them as Safe senders
   1. In the same Mail > Junk email settings page, under Safe senders and domains, select Add safe sender.
   2. Add the specific email addresses or domains used by BGE and Bank of America.
   3. Select OK, then Save. Messages from addresses or domains on this list will not be moved to Junk.
4. Check rules and forwarding
   1. Review any rules configured in Outlook.com to ensure no rule is moving or deleting messages from these senders.
   2. Check if email forwarding is enabled and, if so, confirm that a copy of forwarded emails is kept in the Outlook.com mailbox and that forwarding is configured as expected.
5. Check storage and general receive issues
   1. If Microsoft cloud storage or mailbox storage is full, new messages are bounced and not delivered. Use the mailbox storage page referenced in the Outlook.com article to confirm storage is under quota.
   2. If storage is fine and the steps above do not help, contact the senders again and ask them to review Sender Support in Outlook.com as suggested in the Outlook.com guidance.

If the issue persists after these checks, use Outlook.com in-product Help to contact support as described in the Outlook.com support article.

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References:

• Filter junk email and spam in Outlook
• Can't send or receive email in Outlook.com
• Where are my email messages or calendar events in Mail and Calendar for Windows 10?
• Fixes or workarounds for recent issues on Outlook.com
• Receiving email from blocked senders in Outlook.com