Outlook for mobile, recent mails are not showing in inbox but the mails are seen in sent by the users facing this from 2-3 weeks

Harsh Chaudhary 0 Reputation points
2026-10-23T04:33:13.37+00:00

Emails are not showing in the Inbox in Outlook mobile, even though they appear in the senders' Sent Items. This is happening with emails from multiple senders, and none of their emails are showing up. I've had this issue for the last 2–3 weeks. I tried logging out and logging back in, but it didn't help. I also signed in on a new device, but the issue is still the same.

Outlook | Outlook for mobile | Outlook for iOS | For business
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  1. Jade Ng 16,535 Reputation points Microsoft External Staff Moderator
    2026-10-23T05:10:05.69+00:00

    Dear Harsh Chaudhary,

    Thank you for the details, and I'm sorry that you've been missing emails for the past few weeks. Since the issue also occurs on a new device and after signing in again, it appears to be related to the mailbox rather than the Outlook mobile app.

    To help me better understand what’s happening and guide you more effectively, could you please confirm the following:

    1. Are you unable to receive emails in Outlook on the web?
    2. What type of account are you using in Outlook?
    3. Do you have any rules set up that might move or delete incoming messages?
    4. Do you see any warnings about your mailbox being full?
    5. Can you send emails, or is sending also failing?

    In the meantime, I recommend trying the steps below, starting with the simplest and most common causes:

    Step 1: Compare with Outlook on the web

    Sign in to Outlook on the web with the same account, then check your Inbox and search for one of the affected senders by name.

    Step 2: Check where the emails may have been placed

    • Open the Junk Email folder. If you find any of the missing emails, select them and choose Not junk or Move to Inbox.
    • If Focused Inbox is enabled, check the Other tab.
    • Check the Deleted Items and Archive folders.
    • Make sure no filter is applied above your message list, and that it is set to All.

    Step 3: Review your Inbox rules

    In Outlook on the web, go to Settings > Mail > Rules and check for any rule that moves, deletes, or redirects incoming messages. Rules can only be viewed and edited from a computer, not from the mobile app. If you find a rule affecting these senders, please edit or remove it.

    Step 4: Check forwarding, blocked senders, and storage

    In your mail settings, confirm that email forwarding is not enabled and that the affected senders or domains are not in your blocked senders list. Please also check that your mailbox is not full.

    Step 5: Send a test message

    Ask one affected sender to send you a new email and note the exact time and time zone it was sent. Then check both Outlook on the web and Outlook mobile after a few minutes.

    Step 6: Run a Message Trace

    User's image

    • Enter sender and the recipient. Select an appropriate time range (e.g., last 7 days) and click Search The results will indicate whether the message was delivered, blocked, redirected, or quarantined.

    Step 7: Review Mail Flow Rules

    Go to Exchange admin center Under Mail Flow > Rules, check for any rules that might affect messages from the sender or directed to you.

    User's image

    Note: For Steps 6 and 7, please contact your IT admin to do this.

    Thank you for your patience, and I look forward to your update.

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  2. AI answer

    2026-10-23T04:34:32.5466667+00:00

    Because the problem persists on a second device, first check the mailbox in Outlook on the web to determine whether the messages reached the server; do not repeat sign-out or device setup.

    1. Check Outlook on the web

    Open the affected business mailbox in Outlook on the web and search for one missing message using the sender’s full email address or subject.

    • Message appears on the web: Delivery succeeded, so the remaining problem is an Outlook mobile display or synchronization issue.
    • Message is absent on the web: This is a mailbox filtering or mail-flow problem, not an iPhone-specific problem. Microsoft recommends this test before administrator-level delivery investigation.^1^

    2. Correct mailbox filtering or moved messages

    In Outlook mobile, clear any filter displayed above the message list. In Outlook on the web, set Filter → All, then inspect these locations:

    • Other: Select the message, then More options → Move to Focused inbox.
    • Junk Email: Select the message, then More options → Move to Inbox.
    • Archive: Select the message, then More options → Move to folder → Inbox.
    • Deleted Items: Select the message, then More options → Move to folder → Inbox.
    • If it is no longer in Deleted Items, use Outlook on the web or a computer and select Recover items deleted from this folder. This recovery operation is not available in Outlook for iOS.^2^

    On a computer, also check:

    1. Settings → Mail → Rules.
    2. Edit or delete any rule that moves or deletes messages from the affected senders.
    3. Check Settings → Mail → Forwarding for an unexpected forwarding configuration.

    Rules must be viewed and edited from a computer.^2^

    3. Trace a new test message

    If this is a Microsoft 365 Exchange Online mailbox, ask a Microsoft 365 administrator to send a fresh test message and trace it:

    1. Open Exchange admin center → Mail flow → Message trace.
    2. Select Start a trace.
    3. Enter the exact sender and affected recipient.
    4. Choose a time range covering the test.
    5. Run the trace, select the message, and open Details.
    6. Follow the action displayed under How to fix it.^1^

    Interpret the result as follows:

    • Delivered: Exchange Online delivered the message. Look for an Inbox rule, forwarding, deletion, or another mailbox action. A message can be delivered and then deleted before the user accesses it.^3^
    • Quarantined / Filtered as spam: Review the organization’s filtering or quarantine result.
    • Failed: Open the details to identify the rejection or delivery failure.
    • Pending: Delivery is still being attempted.

    Message trace requires Organization Management, Exchange Administrator, or Global Administrator permissions; Microsoft recommends using the least-privileged suitable role.^4^

    For messages from 2–3 weeks ago, the administrator can specify a custom historical range. Longer-range reports may be generated as downloadable CSV files and can take time to prepare.^4^

    If the mailbox is hosted on-premises or by a third-party provider rather than Exchange Online, the administrator must use that mail system’s message-tracking tools instead.

    4. Check for an organization-wide incident

    If multiple users are affected, the Microsoft 365 administrator should open Microsoft 365 admin center → Service health → View the service health and check Exchange Online advisories. If an active incident matches the symptoms, monitor its updates instead of continuing client repairs.^1^

    References

    1. Find and fix email delivery issues as a Microsoft 365 for business admin
    2. Email is missing from your Outlook.com inbox | Microsoft Support
    3. Message Trace FAQ in Exchange Online
    4. Message trace in the Exchange admin center in Exchange Online
    AI-generated content may be incorrect. Read our transparency notes for more information.

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