Hotmail account cannot receive incoming emails

Check the mailbox directly in Outlook.com first, then remove any forwarding or inbox rule that is redirecting incoming messages.

1. Check delivery in Outlook.com

1. Open Outlook.com in a private/incognito browser window and sign in.
2. Send a new test message from Gmail to the exact Hotmail address.
3. Check:
   • Inbox → Other
   • Junk Email
   • Deleted Items
   • Archive
4. Above the message list, select Filter → All, then Filter → Sort → Date.

Messages can be hidden by Focused Inbox, filters, sorting, or movement to another folder.^1^

2. Remove mail-routing settings

In Outlook.com, select Settings (gear icon) → Mail:

1. Open Forwarding and turn forwarding off if it points to an address you did not configure.
2. Open Rules and disable or delete rules that delete, forward, or move incoming messages.
3. Open Junk email and check Blocked senders and domains. Remove legitimate senders.
4. If a Gmail test appears in Junk, right-click it and select Mark as not junk.

Microsoft lists forwarding, rules, Junk settings, the Other tab, and active POP/IMAP connections among the checks for missing incoming mail.^2^

If the account was recently compromised, also remove any unfamiliar rules or forwarding entries. These settings operate at mailbox level and therefore may not be apparent in a mobile mail app.^3^

3. Check storage and connected mail apps

Go to Settings → General → Storage.

• If Microsoft cloud storage or the mailbox is full, delete unnecessary messages and large attachments, then empty Deleted Items.
• Messages sent while storage was full may have been returned to their senders and cannot subsequently be recovered.^4^
• If POP or IMAP is enabled for a third-party mail application, temporarily disable it under Settings → Mail → Forwarding and IMAP, then repeat the browser test. This checks whether a connected application is removing or relocating messages.^2^

Also check Microsoft’s Outlook.com known-issues page for an active service incident.^5^

4. Use the Gmail test result to narrow the problem

Send another Gmail message after making the changes:

• Message arrives on the web but not in an app: the problem is with that app’s synchronization or account configuration.
• Gmail receives a bounce/non-delivery report: retain the complete error text, removing personal information. It identifies whether delivery was rejected because of the address, mailbox, or filtering.
• No bounce and nothing appears anywhere in Outlook.com: this requires an account-level review after the routing, storage, and service checks above.

To request that review while signed in to Outlook.com:

1. Select Help on the top menu.
2. Enter the issue in Search Help and press Return.
3. If the suggested answers do not resolve it, scroll to Still need help?
4. Select Yes and submit the request, including the test time, sender domain, whether a bounce occurred, and confirmation that the message is also absent from Outlook.com on the web.^6^

References

1. Email is missing from your Outlook.com inbox - support.microsoft.com
2. Can't send or receive email in Outlook.com | Microsoft Support
3. Not receiving emails to Hotmail account - Microsoft Q&A
4. Can't send or receive email in Outlook.com | Microsoft Support
5. Fixes or workarounds for recent issues on Outlook.com
6. How to get support for Outlook.com | Microsoft Support