Outlook not receiving emails on laptop, tablet or phone using either wifi or phone

Question

Outlook not receiving emails on laptop, tablet or phone using either wifi or phone

paul leonard 0

This morning my Outlook inbox was empty. I spent an hour on the phone with the email provider trying to fix this. Then we uploaded Yahoo mail on my tablet and there was the ton of expected email. So Outlook is not downloading my emails from my @att.net accounts (neither account is downloading). I was able to send email -- 2 test messages to my accounts arrived on the Yahool mail. I then tried Microsoft help for Office 365, and went through the whole process, including checking the .pst file, which was fine. I still cannot get my email on Outlook. I need to know how to talk to a human tech support person who can help me diagnose and fix this problem. But the phone numbers I can find only offer unhelpful, inhuman laundry lists of steps that did not work when I followed them.

Help me!!!

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Answer 1

Contact an Outlook support agent from the mobile app at Settings → Help & Feedback → Contact Support; this sends the app and device details directly to Microsoft’s dedicated Outlook mobile support team.^1^

What to tell the agent

Include these details so the case is routed correctly:

Both affected addresses end in @att.net.
Messages are present in AT&T/Yahoo webmail.
Outlook can send, but cannot receive on the laptop, tablet, or phone.
The failure occurs on Wi-Fi and cellular data.
Both accounts stopped syncing at the same time.
Microsoft 365 troubleshooting has already been completed, including checking the PST file.
Provide any message under Send/Receive → Show Progress in classic Outlook, especially codes such as 0x800CCC0E or 0x800CCC0F.

If Contact Support is unavailable, update the Outlook mobile app first. The button can also be disabled when Connected Experiences is turned off.^1^

Alternatively, open Microsoft’s support page, select Get Help, describe the issue, and continue to Contact Support. Depending on the product and subscription, Microsoft may offer chat or another agent-assisted option.^2^

Likely next repair on the Windows laptop

Because current messages appear in Yahoo Mail, the mailbox is receiving them; the remaining problem is the connection between Outlook and the AT&T/Yahoo-hosted accounts. Do not repeat the PST repair.

For classic Outlook for Microsoft 365, Microsoft documents a Yahoo synchronization issue in which Outlook fails to request refreshed credentials. It was fixed at the service level on March 20, 2026, but stale credentials can still require a forced sign-in.^3^

If the laptop uses classic Outlook for Microsoft 365, perform this supported credential refresh:

Close Outlook.
Open Windows Start, search for Credential Manager, and open it.
Select Windows Credentials.
Under Generic Credentials, expand entries beginning with MicrosoftOffice16_Data:OAUTH2.
Identify entries whose full names contain tp_yahoo_imap_Oauth2.
Remove those Yahoo OAuth entries. This signs the Yahoo-connected accounts out of Outlook; it does not delete their mail or remove the accounts.
Start Outlook and sign in to each affected AT&T/Yahoo account when prompted.
If synchronization does not start, close and restart Outlook once more.

Use this procedure only for classic Outlook for Microsoft 365 and the matching Yahoo OAuth entries. Avoid the registry fallback unless Microsoft Support directs you through it, because deleting the wrong registry identity can disrupt other Office sign-ins.

If Outlook requests a password instead

AT&T’s email-app guidance includes updating credentials on every device and using its supported Secure Mail Key/OAuth authentication for mail applications.^4^

If the AT&T password was recently changed:

Update or reauthenticate both accounts separately in Outlook on every device.
If classic Outlook uses legacy IMAP password authentication, create or refresh the AT&T Secure Mail Key through AT&T account management and use that key as the Outlook password.
If authentication still fails, use AT&T’s email support because AT&T controls the @att.net mailbox credentials and application authorization.^5^

Do not remove the accounts from every device simultaneously. First restore one account on one device and confirm that new mail and existing folders synchronize; then apply the successful authentication method to the remaining account and devices.

References