Emails deleted from outlook go directly to "Recoverable Items\Deletions" instead of "Deleted Items"

Question

I am experiencing an issue with a Microsoft 365 Exchange Online mailbox and I would like to understand the root cause and possible solutions.

Environment:

• Microsoft 365 Exchange Online
• Outlook desktop (classic version, latest build)
• Outlook mobile app (iOS and Android)

When emails are deleted from the Outlook mobile app, they sometimes do not go to the "Deleted Items" folder. Instead, they go directly to:

Recoverable Items → Deletions

This behavior is inconsistent. Sometimes emails go to "Deleted Items" as expected, but other times they are hard-deleted and only visible via "Recover deleted items".

Does anyone have an solution for this?

Answer 1

Hello Matthew,

I am missing the Microsoft support option, i see only the reseller.

Answer 2

Please note that this is the nl-nl forum. We kindly recommend posting your question in Dutch so that more community members can assist you. Alternatively, you may consider posting in the en-us (English) forum if you prefer to use English. We sincerely appreciate your understanding.

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Hi Leveli,

Welcome to Microsoft Q&A Forum! 

Have a good day and I hope you're doing well! 

I completely understand how frustrating this issue can be. Relying on the "Deleted Items" folder as a safety net is a common workflow, and having emails go straight to "Recoverable Items" (hard delete) creates unnecessary anxiety about data loss. 

Based on my research and testing in a lab environment (replicating your setup with iOS and Outlook Classic on PC), I have found a few potential triggers for this inconsistent behavior. Here are some insights and troubleshooting steps you can try: 

I. Troubleshooting on Outlook Mobile 

1. Try Resetting the Account: Sometimes the local cache on the mobile device gets out of sync with the Exchange server.  

• Open Outlook on your mobile. 
• Go to Settings (gear icon) > Accounts. 
• Tap on the affected email account. 
• Scroll down and select Reset Account. 

Note: This will not delete any data; it simply forces the app to reload the configuration and re-sync with the server. 

2. Check "Swipe" Options: Go to Settings > Swipe Options. 

If you have "Swipe Left" or "Swipe Right" set to Delete, please be cautious. In some of my tests, rapid swiping or specific sync states can cause the server to interpret this action as a "Permanent Delete" rather than a move to the "Deleted Items" folder, bypassing the trash bin entirely. 

3. Reinstall the App: If you suspect the app data is corrupted and the Reset didn't help, the best approach is to completely uninstall the Outlook app and download it again from the App Store/Google Play. 

II. Troubleshooting on Outlook Desktop: Even if the deletion happens on mobile, settings on your PC can influence the server's behavior. 

1. Check Rules: 

• Go to File > Manage Rules & Alerts. 
• Review your list for any rules that have the action "permanently delete it". If found, disable them. 

 2. Check the "Ignore Conversation" feature: 

• If this issue happens primarily with specific email threads, you may have accidentally clicked "Ignore" on that conversation in the past. 
• The "Ignore" feature automatically sends all current and future replies in that thread straight to the "Deleted Items" or sometimes permanently deletes them depending on server configurations. Please double-check if the "Ignore" button is highlighted on the affected threads. 

III. Administrator Level: If you are an end-user, I recommend reaching out to your IT Admin. Ask them to check if there is a Retention Policy applied to your mailbox that might be set to automatically purge items or force a hard delete. 

You can refer your Admin to this article for more details on how Retention Tags work:  Retention tags and retention policies in Exchange Online | Microsoft Learn 

I hope these insights help you resolve the issue. If you have further concerns, questions, or if anything is unclear, please feel free to reach out anytime. 

Best regard.

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