New Outlook IMAP folder data doesn’t match AOL or Classic Outlook

Question

New Outlook IMAP folder data doesn’t match AOL or Classic Outlook

Michael Grant 0

New Outlook for Windows is showing incorrect folder counts for my AOL/Verizon IMAP account. AOL webmail and Classic Outlook match each other, but New Outlook displays different numbers for Unread Inbox, Drafts, and Deleted Items. New messages sync correctly, and deleting a new message in AOL webmail syncs to New Outlook, but many older Deleted Items appear only in New Outlook. I have already tried repair, removing/re‑adding the account, reinstalling New Outlook, and clearing the local Olk data folder. The issue returns immediately after reconnecting.

Please reset the IMAP cloud sync state for this AOL/Verizon account so New Outlook can perform a full resync and correct the folder counts.

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Answer 1

Hi @Michael Grant

I understand how inconvenient this is, especially after you have already repaired and reinstalled New Outlook, removed and re-added the account, and cleared the local Olk data folder.

Since AOL webmail and Classic Outlook display matching folder data, while New Outlook restores the incorrect item counts immediately after the account is reconnected, the issue appears to be related to the Microsoft Cloud synchronization state used by New Outlook for the IMAP account. Microsoft has also documented that Yahoo and AOL IMAP accounts may experience issues when resynchronizing folder content.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas only.

Please contact Microsoft Support by following these steps:

Go to Contact Microsoft Support.
Select Show expanded list of products.
Select Outlook > Get Home support.
Enter Outlook live chat, then select Get Help > Contact Support.
Sign in with the affected account. If that is not possible, use another Microsoft account to view the available support options.
Under Ask our Support Assistant, type Talk to live chat agent, then select Contact Support.
Under Products & Services, select Other Products > Outlook, then choose Chat with a support agent in your web browser.

When contacting Support, specifically ask the team to investigate and reset or invalidate the Microsoft Cloud synchronization state so that the mailbox can perform a full resynchronization.

In the meantime, please continue using AOL webmail or Classic Outlook, as both are currently displaying matching mailbox data.

Thank you for your understanding.

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