/
Outlook - Unable to receive emails

Outlook - Unable to receive emails

Problem

This guide helps troubleshoot and resolve issues when Outlook is not receiving emails.

Solution

Start by opening Outlook on the web and checking whether new messages appear there. If emails are arriving in Outlook on the web but not in the Outlook desktop app, the issue is likely related to the local Outlook client rather than mail delivery.

Check the Outlook app status. In classic Outlook for Windows, make sure Work Offline is not enabled and review the status bar for messages such as Disconnected, Trying to connect, or Working Offline. In new Outlook, use Sync to manually refresh the mailbox.

Verify that the device has a working internet connection and that Outlook is signed in with the correct Microsoft 365 account.

Review folders and settings that may cause messages to appear elsewhere. Check:

  • Focused Inbox

  • Other

  • Junk Email

  • Inbox rules

  • Any shared or delegated mailbox where messages may be delivered

If email appears in Outlook on the web but not in the desktop app, review the Outlook account connection and sign-in status. Outlook should be connected to Exchange Online without authentication errors or credential prompts.

In classic Outlook using Cached Exchange Mode, mailbox content may be affected by local cache or sync settings. If messages are not updating properly, the local cache may need to refresh.

Check whether the mailbox or Microsoft storage is full. Storage limits can prevent Outlook from sending or receiving new messages.

Send a test email to the mailbox and check whether it arrives in Outlook.

Make sure Outlook and Microsoft 365 Apps are fully updated.

If the issue continues, close and reopen Outlook.

For classic Outlook on Windows, additional steps include: