Emails not working - cannot log into app

Question

Hello - am using emails through a domain however that seems to be working - my emails from that domain are not working and not feeding through for 5 days now - what could the problem be and how can I fix it

Moved from: Microsoft 365 and Office | Other

Answer 1

Dear @Rebecca Robertson,

I completely understand how frustrating it can be when something isn’t working as expected, and I’d like to help narrow this down with you to help me identify the root cause as quickly as possible.

• Could you please describe what you are trying to do and what is happening instead, including any specific error messages you’re seeing? If possible, please kindly share the screenshot to me for better assist
• Whether this issue is affecting only you or other users as well, and if it occurs on just one device or multiple devices?
• In addition, could you confirm the account you are using? Is your account a personal account (@outlook.com/@hotmail.com email), or is it a work/school account (e.g., @company.com)? What is the exact subscription or license assigned to that account?

1/ If you are using business account, can you still have access to the M365 Admin Center? If yes, for more information about fixing the domain issue, please refer to Find and fix issues after adding your domain or DNS records

2/ If you are using personal account and can't sign into your Microsoft account, most issues can be identified by our sign-in helper tool. For more information, you can follow this article: I can't sign in to my Microsoft account

In the meantime, I would also recommend checking your password carefully when signing in. Please ensure that Caps Lock is not turned on and pay close attention to any special characters, as even a small mismatch can prevent successful login.

Note: Please understand that as a forum moderator, my role is to provide general guidance and troubleshooting support. I don’t have access to internal systems or backend tools, and I appreciate your understanding of these limits.

Thank you for your patience and understanding. I'm looking forward for your reply.

Answer 2

Follow these steps to identify and fix the issue:

1. Check whether the problem is the app or the mailbox
   • Sign in to Outlook on the web with the affected email address.
   • If messages appear there but not in the app, the issue is with the app or device, not the domain or mailbox.
2. If only this account is affected in Outlook or another email app
   • Use Outlook on the web to confirm new mail is arriving.
   • On the affected computer, download and run the Microsoft Support and Recovery Assistant (SaRA). It can automatically detect and fix many Outlook and account issues.
3. Verify domain and DNS configuration (admin steps)
   • In the Microsoft 365 admin center, go to Setup → Domains and check the domain’s Status.
   • If there is a warning, select the three dots (More actions) → Check health to see what DNS or domain issues are detected.
   • If the domain cannot be verified, double‑check the TXT verification record at the DNS host:
     • Ensure the value exactly matches what Microsoft 365 provided, including the MS= prefix.
     • Make sure the record is saved and has had time to propagate.
4. Confirm MX record for the domain
   • In the Microsoft 365 admin center, open the domain’s DNS settings.
   • Ensure the MX record for the domain points to the value shown there for Exchange Online.
   • After correcting DNS, allow up to 72 hours for changes to propagate.
5. If MX cannot point to Microsoft 365
   • Either configure a hybrid deployment so mail flows correctly between on‑premises Exchange and Microsoft 365, or
   • Configure forwarding from the current mail system to the Microsoft 365 domain.onmicrosoft.com routing address.
6. If services still do not work
   • In Setup → Domains, use Check health again to see remaining issues.
   • If problems persist, use Help & Support in the Microsoft 365 admin center and choose Contact support for tenant‑specific troubleshooting.

These steps cover both client‑side issues (Outlook/app) and domain/DNS issues that commonly stop email from working for several days.

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References:

• Find and fix email delivery issues as a Microsoft 365 for business admin
• Find and fix issues after adding your domain or DNS records
• Email messages aren't received for a new domain that you add in the Microsoft 365 portal