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

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