I am not receiving my emails.

Question

I have not received any new emails in the past 24 hours. My account was apparently hacked and have had the issue since then. Please advise. My secondary email is ******@gmail.com if you need to correspond that way.

Answer 1

Hi, @Dan Bauerly

When an account gets compromised, hackers sometimes change mail rules, forwarding settings, or even block incoming emails.

Your next first step should be the formal account reinstatement form https://www.microsoft.com/digitalsafety/account-reinstatement

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In the meantime, while Microsoft is reviewing your account reinstatement request:

• Make sure two-step verification is enabled.
• Check your account rules and forwarding settings, hackers create rules that automatically forward or delete emails. You can do this in Outlook settings under Mail > Rules and Forwarding. https://support.microsoft.com/office/manage-email-messages-by-using-rules-in-outlook-c24f5dea-9465-4df4-ad17-a50704d66c59

Just to be safe, I’d recommend to sign out everywhere. Visit: https://account.live.com/proofs/manage/additional Scroll down to Sign me out and select "Sign me out".

• After signing out everywhere, please monitor if the issue persists in the coming hours.

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If the issue still persists after 24+ hours, please check for any update from Microsoft regarding whether you filled out the account reinstatement form earlier.

Click "Add comment" to let me know.

Thanks!

Answer 2

Since the issue started after the account was apparently hacked, secure the account first, then check the mailbox settings that commonly stop mail from appearing.

1. Run a full malware scan on the PC before changing the password.
   • Open Windows Security.
   • Go to Virus and threat protection.
   • Select Scan options > Full scan > Scan now.
2. Change the Microsoft account password, or reset it if sign-in fails.
   • If the account is temporarily blocked because of unusual sign-in activity, use the sign-in helper to unblock it.
3. Check account settings that are often changed after compromise.
   • Review connected accounts.
   • Review forwarding.
   • Review automatic replies.
4. In Outlook.com, check the places where mail may be hidden instead of missing.
   • Check the Other tab.
   • Check the Junk Email folder and mark valid messages as not junk.
   • Check whether the message list is sorted correctly: Filter > Sort > Date.
   • Check whether email forwarding is enabled.
   • Check whether any email rules are moving or hiding messages.
5. Check storage limits.
   • If Microsoft cloud storage or the mailbox is full, mail cannot be sent or received.
   • Messages sent while storage was full are bounced back to the sender and are unrecoverable.
6. If mail still does not arrive on one device only, remove the partnership between that device and the mailbox to fix sync issues.
7. If the account was hacked and access is still unstable, use the Microsoft account sign-in helper tool. It can guide to self-help steps or offer the chance to talk to an agent.

Do not post the secondary email address publicly. Keep recovery details only inside Microsoft’s account recovery and support flows.

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