Help me resolve an issue with Outlook

Use this quick isolation path for New Outlook for Windows:

1. Check whether the mailbox is receiving mail in a browser Sign in to Outlook on the web. If new mail appears there, the mailbox is working and the issue is likely limited to the New Outlook app.
2. Remove and re-add the account in New Outlook In New Outlook:
   • Go to Settings > Accounts > Email accounts
   • Remove the affected account
   • Close Outlook completely
   • Reopen Outlook and add the account again using the full email address and password
3. Make sure New Outlook is up to date In New Outlook, go to Settings > About and confirm the app is fully updated.
4. Switch to Classic Outlook to confirm whether this is a New Outlook-specific issue Use the toggle in the upper-right corner to switch back to Classic Outlook and check whether new mail appears there.
5. If mail is missing in Outlook.com as well, check common mailbox causes
   • Check the Other tab
   • Check the Junk Email folder and settings
   • Check whether email forwarding is enabled
   • Check for rules that may be moving or hiding messages
   • If messages appear out of order, select Filter > Sort > Date
6. If using Outlook.com with a third-party connected mail service The third-party service must support modern authentication and IMAP. If IMAP or POP are active, disable them and test again.
7. If the issue continues in a business tenant, escalate from the admin side An admin can check:
   • Domain health in the Microsoft 365 admin center
   • Message trace to see whether inbound mail is reaching the tenant
   • Whether mail is being redirected by rules, connectors, or quarantine

If the problem started after a recent app change and Outlook on the web works normally, the most direct next step is remove and re-add the account in New Outlook, then test again.

• Can't send or receive email in Outlook.com | Microsoft Support
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