My Outlook is not working properly. I can access my Sent folder

For personal Outlook technical support on a Surface Pro, submit the issue through Microsoft’s Get Help support route; Microsoft will offer the available contact methods for your product, subscription, and region, which may include chat or a phone callback.^1^

Request Microsoft support

1. Open the official Microsoft customer support page.
2. Select the Personal account tab.
3. Under Microsoft technical support, select Get help.
4. Sign in with the Microsoft account connected to Office or Microsoft 365.
5. Enter a specific description, such as:

   Outlook on my Surface Pro opens, but I cannot access certain mailbox folders. Sent Items is accessible. I need technical support and would prefer a phone callback.

6. Complete the suggested prompts, then select Contact Support or the available agent option.
7. Choose phone/callback if it is offered. Availability depends on the product, subscription, issue, country/region, and current support options; a callback is not guaranteed.^1^

Avoid phone numbers from search advertisements or unsolicited callers. Use only the contact options displayed on Microsoft’s official support page.

If this is the new Outlook for Windows

Open Outlook and select Help → Support, choose the affected email account, accept the privacy statement, describe which folders cannot be opened, and attach a screenshot if possible. Replies can be tracked by reopening Help → Support.^2^

This in-app option is available for:

• A personal Microsoft account associated with an active Microsoft 365 subscription.
• Eligible work or school accounts, unless the organization’s administrator disabled support.
• Tenant administrator accounts.^2^

If this is a work or school mailbox and Help → Support is unavailable, contact the organization’s IT administrator.

Information to give the agent

“Outlook version 11” is ambiguous, so provide the complete version shown inside Outlook, along with:

• Whether this is new Outlook, classic Outlook, or Outlook in a browser.
• The names of the inaccessible folders.
• The exact error message, if any.
• Whether those folders open when accessing the mailbox through a web browser.
• Whether the email account is personal, work, or school.
• Whether folders are missing, visible but unable to open, or not updating.

Do not post your email address, password, recovery codes, or account identifiers publicly. Microsoft support agents cannot access or change protected account details or send password-reset links.^1^

References

1. Contact Microsoft customer support | Microsoft Support
2. Contact support and provide feedback in new Outlook for Windows | Microsoft Support