Can send email but cannot receive email.

Question

Can send email but cannot receive email.

Joselyn Tan 20

I am having trouble receiving email, but I am able to send out email. My outlook is not full, and it is not on offline mode nor any rules or filter on. What can I do?

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Answer 1

Jayden-P 26,285 Microsoft External Staff Moderator

Hi @Joselyn Tan

May I ask which type of account are you using? Exchange, IMAP or POP?

If you are using Exchange, please go to https://outlook.office.com/mail/ and check if you can receive new emails there. If yes, the issue might come from your Classic Outlook.

You can try:

Remove and re-add account. This will force a resync to the server.
Rebuild your .ost file: Close Outlook > Press Windows + R > Type in %LOCALAPPDATA%\Microsoft\Outlook\ > Look for your email address and delete it > Restart Outlook.
Create an Outlook profile - Microsoft Support

If you are using IMAP or POP, can you please provide your provider's name? Additionally, you can check in your provider's webmail to see if the new emails there.

I look forward for your reply.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Joselyn Tan 20 Reputation points

2026-03-23T13:47:12.35+00:00

Hi Jayden,

I'm not able to receive new email in the outlook link you sent. I'm not very sure which type I'm using, how do I check on the outlook app? Also, I have tried to remove the account and re-adding it back to the outlook app. But nothing works. Thanks
Jayden-P 26,285 Reputation points Microsoft External Staff Moderator

2026-03-23T13:51:22.73+00:00

Hi @Joselyn Tan

You can go to File > under Account information > it will show your account type here.

So, you cannot log in via https://outlook.office.com/mail/?
Joselyn Tan 20 Reputation points

2026-03-23T14:15:35.2966667+00:00

Hi Jayden,

I am able login via https://outlook.office.com/mail/, however, I am still not receiving any email. Can the account type only be seen using desktop? I can't seem to find it on my app. Does this attached image help?
Jayden-P 26,285 Reputation points Microsoft External Staff Moderator

2026-03-23T14:23:47.24+00:00

Hi @Joselyn Tan

That image does help a lot. Thank you for the screenshot.

From the image, you are using an Exchange account. If you cannot receive new emails on there, it means that the emails never reached your mailbox.

Can you check in Junk emails and Deleted items folder? If the emails are still not there, you might need to contact your IT admin and ask them to perform a message trace.

Message trace will help you check if the emails got blocked somewhere and never reached your mailbox.

Please give your IT admin this article: Message trace in the new EAC in Exchange Online | Microsoft Learn
Jayden-P 26,285 Reputation points Microsoft External Staff Moderator

2026-03-24T10:54:52.5733333+00:00

Hi @Joselyn Tan

Have you checked the additional information?

Do you need any other information?
Joselyn Tan 20 Reputation points

2026-03-24T16:14:49.6466667+00:00

Hi Jayden,

Our IT admin managed to resolve the problem. Thanks for your help!
Jayden-P 26,285 Reputation points Microsoft External Staff Moderator

2026-03-25T11:13:05.39+00:00

Hi @Joselyn Tan

I'm glad to hear that. If my support helped you, please kindly mark my answer as accepted answer.

Warm thanks.