Sending but not receiving emails

Question

Sending but not receiving emails

Jodie Sawyer 0

I can send emails but since yesterday afternoon I can not receive them. Sender is getting a bounce back stating that email address could not be found. I have checked my Microsoft account online and all looks fine. I can not find any help number to call or online chat. I have closed all apps on all devices. Logged in and out again but can not find where the problem lies

0 comments

1 answer

Your answer

Answer 1

Demi-N 20,075 Microsoft External Staff Moderator

Hello Jodie Sawyer,

Thank you for providing the details.

To help me better understand the account and mail-flow setup, could you please confirm whether you are using a personal email account, such as Outlook.com, Hotmail.com, or Gmail.com, or a Microsoft 365 business account that uses your company or organization’s domain?

Since the sender is receiving a bounce-back message stating that your email address could not be found, could you please ask the sender to share the complete error message or specific error code with you? If possible, please provide a screenshot of the entire bounce-back message.

Could you also confirm whether this happens only when that particular sender tries to email you, or whether other people are receiving the same bounce-back message when sending emails to your address? This will help determine whether the issue is specific to one sender or affects your mailbox more broadly.

Please hide any personal information, email addresses, or organization details before posting the screenshot, but leave the error code and technical details visible. There are several different non-delivery error codes that may display similar wording, and the exact code will help identify whether the issue is related to the mailbox, email address, domain, license, or mail-flow configuration.

Once I have the account type and complete error details, I’ll be able to better understand the issue and determine the most appropriate next steps.

Kind regards,

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Jodie Sawyer 0 Reputation points

2026-07-24T14:01:21.7+00:00

Hi thank you for your response. it is running from a 365 email essentials business account that uses my companies domain. The email is bouncing back from anyone that tries to send. I have attached a screenshot of the bounceback email.

Thank you
Demi-N 20,075 Reputation points Microsoft External Staff Moderator

2026-07-24T14:18:35.02+00:00
Hi Jodie Sawyer,

Thank you for the update and for confirming that the issue affects anyone who tries to send an email to you.

It appears that the screenshot of the bounce-back message did not come through with your reply. Could you please try attaching it again?

If the screenshot still cannot be uploaded, please copy or type the specific error code and any diagnostic text shown in the bounce-back message. For example, the code may look similar to:

5.1.10 Recipient not found

5.1.1 Bad destination mailbox address

The exact error code and wording will help me better understand why your business email address is not being recognized and identify the most appropriate next step.

Kind regards,
Demi-N 20,075 Reputation points Microsoft External Staff Moderator

2026-07-25T14:31:47.2733333+00:00

Hi Jodie Sawyer,

Just checking in to see if you need any further assistance. If you have any follow-up questions or new updates, feel free to let me know.