Cannot receive emails

Question

I can send emails from my outlook 2024 but cannot receive emails. I can send and receive emails on web outlook, The network is fine. My email account is an sbcglobal.net account

Answer 1

Thank you.

See if creating a new Outlook Profile helps.

https://support.microsoft.com/en-us/office/create-an-outlook-profile-f544c1ba-3352-4b3b-be0b-8d42a540459d

Also ensure for testing purposes, VPN isn't enabled.

Answer 2

Hi Paul,

Who is the Email service provider on your account?

Do the senders recieve a bounce back message? You can try sending an email from another Email address to this one, note the Bounce back message and let me know. It helps a lot.

I’m eager to hear back and work together to find a solution.

Answer 3

Try these checks and fixes in order, focusing on the Outlook 2024 (new Outlook for Windows) client, since mail works in web Outlook and the network is fine.

1. Confirm Outlook is online and connected

• In new Outlook, make sure there is no “Working offline” or similar status and that the status bar shows the account as connected.
• If Outlook shows sync issues, select the Sync button on the View tab to force a manual sync and watch the status message at the bottom while Outlook is syncing. For more details, see Sync to manually check for new mail and to send messages in Outlook.

2. Check for filters, rules, or folders hiding messages Because web Outlook receives mail, but the desktop client does not show it, messages may be:

• Going to Junk Email, Other (if Focused Inbox is on), or another folder via rules.
• Diverted by a rule (for example, a rule moving all new mail to another folder, as in the RSS example from the context).

In Outlook 2024:

• Check Junk Email and other folders for new mail.
• Review rules and disable any that move or delete incoming messages.

3. Verify account password and authentication If the sbcglobal.net password was changed on the provider’s website, it must be updated in new Outlook:

• Select the icon next to the sbcglobal.net account name.
• When prompted, select Continue and sign in with the current password.
• If the provider requires an app password, follow the provider’s instructions to generate an app password and use that in Outlook instead of the regular password. The context notes this flow for accounts that show messages like “Please create an app password for Outlook on your email provider's site.”

4. Check POP/IMAP/SMTP settings for sbcglobal.net For non-Microsoft accounts (like sbcglobal.net), new Outlook uses IMAP/POP/SMTP:

• Ensure the incoming server type (IMAP vs POP) and port match the provider’s documented settings.
• If using IMAP, confirm modern authentication/IMAP is supported and enabled by the provider, as required for Outlook desktop and mobile. The context notes that third-party mail services must support modern authentication and IMAP to work correctly.
• If POP or IMAP is causing issues with the connected app, the context suggests disabling POP/IMAP on the provider side and reconfiguring as needed.

5. Check for antivirus or add-in interference (if applicable)

• Some antivirus products that scan email can block receiving messages. Temporarily disable email scanning (not the entire antivirus) or consult the antivirus help desk, as suggested in the Outlook troubleshooting article.
• If using classic Outlook at any point, starting in safe mode (outlook.exe /safe) can help identify add-ins that block mail; in new Outlook, disable any nonessential add-ins.

6. Repair Outlook profile or data (if using classic profile at any point) If the sbcglobal.net account was previously configured in classic Outlook and migrated:

• Repair the Outlook profile or create a new one following Fix your Outlook email connection by repairing your profile.
• If using a .pst file for this account, run the Inbox Repair Tool as described in Repair your Outlook personal folders file (.pst).

If, after these steps, web Outlook continues to receive mail correctly but Outlook 2024 still does not, remove the sbcglobal.net account from Outlook 2024 and add it again using the provider’s correct IMAP/POP and SMTP settings, ensuring modern authentication/app password requirements from the provider are followed.

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References:

• I can't send or receive messages in Outlook
• Can't send or receive email in Outlook.com
• I can't send or receive messages with Outlook for Mac
• I'm not receiving email or other items in my Exchange account in Outlook for Mac