I can't access my work email

Question

This problem has arrived since our company has taken up microsoft 365 subscriptions and all the employees accounts have been shifted to outlook.

I can't open my work mail on my new laptop using browser or outlook app. There is a placeholder email attached to my account, **outlook_[Moderator note: Personally Identifiable Information removed]@outlook.com

**Due to which it shows I am signed in using my work email but mails do not upload or show.

Please help me.

Answer 1

Hello @Kiran Merchant

From what you have shared, I understand that:

• Your company recently moved to Microsoft 365 and Outlook.
• You are trying to access your work email on a new laptop.
• The account appears to be signed in successfully.
• A placeholder address ending in @outlook.com is attached to the account.
• Your mailbox is not loading, and your emails are not being displayed.

To confirm the situation and suggest the troubleshooting steps in the right direction, may I ask a few questions?

• Just to clarify, are your work account and the @outlook.com account two separate accounts? Before this issue started, were you able to access Outlook successfully with either of these accounts?
• When you try to sign in to Outlook on the web or in the Outlook desktop app, do you receive any error message or notification? If so, please share the exact message or a screenshot, as it can help identify what is happening.
• Do you know which Microsoft 365 subscription or license your company has assigned to you? If you are unsure, could you please check with your IT administrator?
• Have any of your colleagues experienced the same behavior when signing in to Outlook, or does the issue appear to affect only your account?
• Is this happening only in Outlook, or do you see the same behavior in other Microsoft 365 apps such as Teams, OneDrive, Word, or Excel when signed in with the same account?
• Before setting up this new laptop, were you able to access your Microsoft 365 apps and work email successfully on another device, or is this your first time setting up the account?

Looking forward to hearing from you for further assistance!

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