I cannot access my Microsoft Outlook

Open Outlook.com in a computer browser first; this determines whether the problem is account access, mailbox delivery, or only synchronization with the Outlook apps.

1. Check the mailbox in a browser

1. Select Sign in.
2. Enter the same Microsoft account email address and password used on the phone.
3. Follow the matching result below.

If you cannot sign in

Use the Microsoft account sign-in helper from Microsoft’s sign-in guidance. Outlook.com support cannot recover account access directly; sign-in problems must go through the account recovery process.^1^

If Microsoft asks for an identity confirmation, complete it using the available security code method. Outlook.com may request verification after unusual sign-in activity or use of a new device.^2^

If you can sign in and recent email appears online

The mailbox is receiving email, so the computer or phone app has a synchronization problem.

For the phone’s Outlook app:

1. Open Outlook.
2. Tap Inbox or the account icon at the top.
3. Tap ? at the bottom.
4. Select Contact Outlook Mobile Support.

Microsoft provides this in-app route specifically for Outlook for Android and iOS problems.^1^

If email is also missing online after Sunday

This is not limited to the phone app. In Outlook.com:

1. Open Other, Junk Email, Deleted Items, Archive, and any custom folders.
2. Select Filter → Sort → Date so the newest messages appear first.
3. Open Settings → Mail → Rules and disable any rule that is moving or deleting incoming messages.
4. Open Settings → Mail → Forwarding and disable forwarding unless you intentionally use it.
5. Check the mailbox/cloud Storage setting. If Microsoft cloud storage is full, Outlook.com cannot send or receive mail; messages sent while it was full are returned to senders and cannot be recovered.
6. Send a test message from another email account. If it does not arrive, ask whether the sender received a non-delivery notice.

These are Microsoft’s recommended checks for an Outlook.com mailbox that has stopped receiving messages.^3^

2. Contact Outlook.com support if the web mailbox remains stale

While signed in to Outlook.com:

1. Select Help on the top menu, then Help again.
2. Search for cannot receive emails.
3. If the suggestions do not resolve it, scroll to Still need help?
4. Select Yes and submit the support request.
5. Include the approximate date messages stopped, examples of affected senders, and whether they received delivery-failure notices. Do not post complete email addresses publicly.

If Still need help? is not visible after opening an article, select the back arrow in the Help pane.^1^

References

1. How to get support for Outlook.com | Microsoft Support
2. How to sign in to Outlook.com | Microsoft Support
3. Can't send or receive email in Outlook.com | Microsoft Support