How to fix an issue of not receiving emails?

Question

My email account was hacked last week. To fix that issue, I changed the password. Now, I'm not receiving emails in my inbox. I can send emails, and emails are coming into my junk folder. I can see the sent emails in my Sent folder but those emails are not in my inbox. How can I fix this?

Answer 1

Hello Kathy,

Good day!

Thank you for reaching out. I am so sorry to hear that you're experiencing email issues after securing your account following a hacking incident. I'm here to help you resolve this problem.

Understanding your issue:

You've mentioned that:

1. Your email account was hacked, and you changed your password.
2. You're not receiving emails in your inbox.
3. You can send emails successfully.
4. Emails are being filtered into your junk folder.
5. Sent emails appear in your Sent folder but not in your inbox.

Here are a few questions to help narrow down the issue:

1. Have you checked your email rules and filters? Sometimes, rules can be set up to move emails to specific folders.
2. Are there any specific senders whose emails are going to junk, or is it happening with all emails?
3. Have you marked any emails as “Not Junk” to see if they start appearing in your inbox?
4. What type of email account do you have (e.g., Office 365 business, Exchange, POP3/IMAP)?

When an account is compromised, email providers often tighten security measures to protect your account. This can sometimes result in legitimate emails being marked as junk. Additionally, changes in settings or filters during the recovery process might have inadvertently caused this issue.

Kindly follow this first line guide which may help resolve this issue:

Check Junk Email Settings:

• Go to the Junk Email folder.
• Right-click on any email that shouldn’t be there and select Not Junk.
• You can also add the sender to your Safe Senders List.

Review Email Rules:

• Go to File > Manage Rules & Alerts.
• Check if there are any rules that might be moving emails to the junk folder and modify or delete them if necessary.

Repair Your Outlook Profile:

• Go to File > Account Settings > Account Settings.
• Select your account and click Repair.

Check Junk Email Settings:

• Go to the Junk Email folder.
• Select any email that shouldn’t be there, click on Not Junk, and add the sender to your Safe Senders List.

Review Email Rules:

• Click on the Settings gear icon.
• Go to View all Outlook settings > Mail > Rules.
• Check and adjust any rules that might be affecting your inbox.

Use the Microsoft Support and Recovery Assistant:

• Download and run the Microsoft Support and Recovery Assistant to diagnose and fix issues with your Outlook profile.

Additional Steps To Consider:

Clear Cache: Sometimes clearing the cache can help:

• Close Outlook and navigate to C:\Users$$YourUsername]\AppData\Local\Microsoft\Outlook.
• Delete the .ost file (Outlook will recreate it).

Create a New Profile: If issues persist, creating a new profile can sometimes resolve deeper issues:

• Go to Control Panel > Mail > Show Profiles > Add.
• Set up your email account again in the new profile.

-Can't send or receive email in Outlook.com - Microsoft Support

I have tested these steps from my end . Should incase the issue stills persists I will have to provide you real-time assistance, I would need you to open a service request with the help of your IT administrator- Get Support - Microsoft 365 Admin |Microsoft Learn. This will allow us to continue troubleshooting directly and more efficiently.

Please understand that our initial response may not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

I truly appreciate your patience and understanding and thank you for your time and cooperation. Have a great day!

Thank you for being part of the Microsoft Community.

Sincerely,

Microsoft Community Moderator

Answer 2

My entire office has been down all week unable to recieve email.

We need to get someone on the phone to walk us through this fix.

We saw that outlook was down at the beginning of the week,

but still do not have it in Baton Rouge Louisiana.

Please have someone call law office 225.769.1919

Answer 3

How do I get back to chatting about my case number 7060980606 ???

Answer 4

hi Kathy, I got a same issue last week. have you got fix the problem. if yes your help will be appreciated. thanks

Answer 5

can i speak to some one to help me troubleshoot this problem.