Outlook app for android and IOS not syncing primary email

Question

My primary email account is not syncing for neither android nor IOS on my ipad. My other outlook email is working fine.

I have changed my pw, reset the account, removed the account and added it back, uninstalled and reinstalled and nothing has changed.

I tried to send an email from primary to primary, primary to second account, they just stay in the outbox. I sent from second to primary and did not receive.

This issue happens only with the outlook app.

Everything is fine with outlook web and Ipad default email client.

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*Moved from: Exchange | Other

Answer 1

Dear @Nunya,

Thank you for providing the troubleshooting steps you've already completed.

Based on your description, the issue appears to be isolated to the Outlook mobile app and a specific mailbox, Email messages from the affected account remain in the Outbox and incoming email is not syncing.

Since the issue follows the mailbox across multiple devices and platforms, this is less likely to be an application installation issue and may be related to the Outlook mobile service or mailbox-specific mobile synchronization.

To help narrow down the issue further, could you confirm:

• Is this a Microsoft 365 work/school account or personal account?
• Are there any error messages shown within the Outlook mobile app when the sync fails?

In the meantime, here are some suggestions you can try:

1. Verify whether the issue occurs on a different network (Wi-Fi vs. mobile data).
2. Confirm Exchange ActiveSync is enabled for the affected mailbox:

Ask your Microsoft 365 administrator to verify that Exchange ActiveSync (EAS) is enabled for the mailbox:

• Open the Exchange Admin Center.
• Navigate to Recipients > Mailboxes.
• Select the affected user mailbox.
• Go to Mailbox > Email apps (or Manage email apps, depending on the EAC version).
• Verify that Exchange ActiveSync is enabled.
• If it is disabled, enable it, save the changes, and then remove and re-add the account in Outlook Mobile.

3. In Outlook Mobile, navigate to Settings > Help & Feedback > Contact Support and collect diagnostic logs for further investigation.
4. Check whether Outlook Mobile displays any error messages or account warnings under the affected account settings.

I hope information above can help you resolve the issue. Please feel free to reach out if you have any other questions.

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Answer 2

Hi Nunya

I understand how frustrating this is, especially since the account works correctly in Outlook on the web and in the iPad's built-in Mail app, while only Outlook Mobile on both Android and iOS is affected.

First, please confirm whether the affected account is an Outlook.com/Hotmail/Live/MSN account or a third-party account (such as Gmail, Yahoo, or a custom domain) configured in Outlook Mobile.

If it is an Outlook.com account, please try the following:

1. In Outlook Mobile, go to Settings > Accounts > select the affected account > Reset Account.
2. Wait a few minutes and check whether the default folders (Inbox, Sent Items, Deleted Items) are repopulated.
3. Expand the full folder list and verify that the mailbox content has not been synced into a different folder view.

If the mailbox remains empty on both Android and iOS after the account reset, while Outlook on the web and the native Mail app continue to work normally, this suggests that the issue is isolated to Outlook Mobile's connection to that specific mailbox. In that case, please contact Microsoft Support for further assistance:

• Go to Contact Us - Microsoft Support 
• Select the product or service you're having issue with.
• Click Get Home Support
• Type a brief description of your issue in the search box.
• Click Get Help and select Contact Support below. 
• Go to the Products and services tab and choose the appropriate product.
• On the Category tab, choose the appropriate category or an alternative option.
• Go to Confirm.
• Look for and select "Chat with a support agent in your web browser" (during business hours) if available. Explain your situation clearly.

Please kindly note that this is a public user-to-user forum, I do not have the ability, tools to unblock, recover accounts or bypass security. Only Microsoft’s official recovery process can restore access.