Outlook App and Web both stopped working and we are having difficulty in business communication which is impacting our business and clients

Dr Madhu aman Sharma 0 Reputation points
2026-11-13T12:14:15.4266667+00:00

Since, yesterday evening Outlook desktop App and web both are not avalaible and facing the issues of opening. This is impacting our business and client improant communication. We are not receiving any emails and clients are calling us.

We try to conect through Admin Center, only BOT messaging is avlaible and no way to register the Case ticket for support.

When this issue will be resolved, and can someone help to tell how to contact the support.

Outlook | Web | Outlook on the web for business | Email
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  1. Julie Huynh 4,355 Reputation points Independent Advisor
    2026-11-13T12:23:22.6566667+00:00

    Dear @Dr Madhu aman Sharma ,

    Good day! Welcome to Microsoft Q&A forum!

    First of all, I would like to clarify that this is a community forum where users help one another by sharing information and experiences. No one here, including myself, has direct access to Microsoft's internal infrastructure, service health systems, or the affected Microsoft 365 services. Therefore, the information shared is based on Microsoft's official service notifications and publicly available updates.

    I understand that you're experiencing difficulties accessing both Outlook desktop and Outlook on the web, preventing you from receiving emails and communicating with your clients.

    I would like to highlight Microsoft's latest service recovery update, which reports additional progress across affected infrastructure, particularly in the Asia Pacific region.

    Microsoft has reported improvements in mailbox access and delayed email processing as traffic is gradually restored. However, some users may continue experiencing intermittent issues while recovery and stabilization efforts are ongoing.

    Regarding the expected resolution time: Microsoft has not yet provided a confirmed timeline for full service restoration. The next official update is expected by Friday, November 13, 2026, at 7:00 PM GMT+7.

    In the meantime, I recommend the following:

    • If you have Microsoft 365 administrator access, navigate to Health > Service Health in the Microsoft 365 Admin Center to monitor the latest incident updates about this incident MO1550821
    • Try accessing Outlook periodically as Microsoft continues its recovery efforts
    • If available, use alternative communication channels for urgent business correspondence
    • Keep in mind that Microsoft has extended the email timeout window to 48 hours to help protect delayed messages while email delivery catches up

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    Regarding contacting Microsoft Support:

    If you're unable to create a support ticket through the Admin Center, you can try to call the frontline here and tell them raise a ticket for you: Technical or Sales support phone numbers (for Work account, scroll down to find your region's number) 

    I understand the urgency of restoring your email services, particularly given the impact on your clients and business communications.

    Hopefully, Microsoft's ongoing recovery actions will help restore normal service as soon as possible.

    I recommend continuing to monitor the Service Health dashboard for further announcements.

    Thank you for your patience and understanding.

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  2. Jose Benjamin Solis Nolasco 13,106 Reputation points Volunteer Moderator
    2026-11-13T12:23:42.0666667+00:00

    Welcome to Microsoft Q&A!

    Hello,

    What you are experiencing is currently linked to an active Microsoft 365 service incident tracked under ID EX1550543.

    Microsoft initially reported intermittent connectivity issues affecting Exchange Online mailboxes in the Americas, and has since updated the advisory to confirm that the issue may impact general Microsoft 365 service connectivity across any region.

    What this means for your environment:

    • Affected Services: Primarily Exchange Online / Outlook (desktop client, Outlook on the web, and mobile apps), along with potential authentication or connection timeouts across broader Microsoft 365 services (such as Teams, SharePoint/OneDrive, or the Microsoft 365 Admin Center) that rely on shared front-end connectivity infrastructure.

    Action Required: No configuration changes are needed on your tenant or client devices. Microsoft engineering teams are actively working on mitigation.

    How to track live status:

    Open the Microsoft 365 Admin Center using a Global Admin or Service Support Admin account.

    Navigate to Health > Service health.

    Search for incident ID EX1550543 for real-time mitigation progress and root cause updates.(You can also follow official updates via @MSFT365Status on X).

    Help make this community better for everyone: if this answer resolved your issue, please accept it or leave an upvote.

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  3. AI answer

    2026-11-13T12:15:07.6066667+00:00

    Check Microsoft 365 admin center → Health → Service health for the active Exchange Online or Outlook incident; its detail page is the authoritative source for restoration status and the next Microsoft update time.^1^

    Check the outage and restoration updates

    1. Sign in to the Microsoft 365 admin center with an administrator account.
    2. Open Health → Service health.
    3. Under Active issues Microsoft is working on, select the issue affecting:
      • Exchange Online
      • Office on the web
      • Outlook connectivity or email delivery
    4. Review Status, User impact, Last updated, and All updates.

    Microsoft has reported disruption matching these symptoms—Outlook failing to open and users being unable to send or receive email since November 12, 2026.^2^ If your tenant shows an active incident, Microsoft engineering is already working on it; the incident feed, rather than Q&A, will provide the restoration estimate and confirmation when service is restored. For a confirmed Exchange Online degradation, a separate service request is generally unnecessary.^3^

    If the admin center cannot be opened, check the public Microsoft service status page. Do not reinstall Outlook while both the desktop application and Outlook on the web are affected across multiple users.

    Report it if no incident appears

    On Health → Service health, select Report an issue and complete the form. The report appears under Reported issues, where its status can be tracked. Include:

    • When the disruption started
    • Number of affected users
    • Desktop and web clients both affected
    • Whether sending and receiving both fail
    • Any displayed error text
    • The business impact and lack of an email workaround

    Reach a human support agent

    Since the bot-only route did not expose a case form, move past its suggested results to the human-contact control:

    1. In the admin center, select Help & support at the lower-right.
    2. Enter a short description such as:
      “All users cannot open Outlook desktop or web and cannot send or receive email; production business communications are blocked.”
    3. After results appear, select the Contact Support headset icon at the top of the page or lower-left.
    4. Choose Phone or Email, confirm the contact details, and select Contact me.^4^

    If Contact Support is absent:

    • Confirm the signed-in account is a Microsoft 365 business administrator.
    • If every Microsoft 365 subscription was purchased through a partner, contact that partner; direct Microsoft support requires at least one subscription purchased from Microsoft.
    • Use Microsoft’s global phone numbers list. Technical support is available in English 24/7. Have the organization’s account details ready. Phone support may send a verification PIN to the email address or phone number registered in the administrator profile.^4^

    Because email is unavailable, provide a working telephone number and, where possible, an alternate external email address for support communications.

    References

    1. How to check Microsoft 365 service health
    2. Outlook is not working since 12 November 2026 - Microsoft Q&A
    3. Find and fix email delivery issues as a Microsoft 365 for business admin
    4. Get support for Microsoft 365 for business
    AI-generated content may be incorrect. Read our transparency notes for more information.

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