My email account is not working

Good day,

I hope all is well with you. 

To help determine whether the issue is related specifically to Outlook on the web or to the mailbox itself, could you please try the following steps?

1/ Test the account in Classic Outlook (if available)

If you have the Outlook desktop application installed, please sign in to the same account and check whether you experience the same behavior there.

• Can you send and receive emails successfully in Classic Outlook?
• Or does the issue occur in both Outlook on the web and the desktop application?

2/ Try Outlook on the web in a private browsing session

Open an InPrivate/Incognito browser window, sign in to Outlook on the web, and send a simple test message without attachments.

If the test succeeds, try clearing your browser cache and cookies or temporarily disabling browser extensions before testing again in a regular browser window.

3/ Review the Drafts folders

Check whether there are any messages stuck in the Drafts folder.

If you find a message containing a large attachment or one that appears to be pending, try removing it and sending a new test email.

4/ Check for messages that may be filtered or moved automatically

Please review the following locations:

• Junk Email
• Deleted Items
• Other Inbox (if Focused Inbox is enabled)

You may also want to check Settings > Mail > Rules to ensure no inbox rules are automatically moving or deleting incoming messages.

5/ Sign out and sign back in

Sign out of Outlook on the web completely, close all browser windows, and then sign back in.

If your password was recently changed, please confirm that you are signing in with the most current password.

If the issue continues after completing the steps above, could you please let me know:

• Whether you receive any error message when sending emails.
• Whether emails remain in the Outbox or disappear after sending.
• Whether the issue occurs in both Outlook on the web and Classic Outlook.
• Whether this affects only your account or other users as well.

Once I have this information, I'll be happy to help you investigate further and suggest additional troubleshooting steps.

Kind regards.