Outlook desktop version has lost folders vanished but still present on mobile phone

Angus Lamming 20 Reputation points
2026-04-17T16:14:18.07+00:00

Outlook desktop version has lost folders vanished but still present on mobile phone

Outlook | Windows | New Outlook for Windows | For home
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Answer accepted by question author
Alice-N 13,390 Reputation points Microsoft External Staff Moderator
2026-04-18T01:34:01.3633333+00:00

Hi Angus Lamming

I understand you’re having an issue where folders are missing in New Outlook for Windows, but they still appear on your mobile device. Do the missing folders show in Outlook on the web, or are they missing there too? 

Please follow these steps if the AI given steps do not work: 

1) Show the full folder list in New Outlook (desktop) 

In New Outlook, go to: View > Folder pane > Folder list > Show. See: Show all folders in Outlook - Microsoft Support 

2) Confirm whether the folders still exist on the server 

Sign in to Outlook on the web and check if the folders appear there. 

  • If they appear on the web, your mailbox still has them, and this is likely a desktop view/sync issue. 
  • If they don’t appear on the web, the folders may have been moved/hidden/deleted server-side. 

3) Repair or reset the New Outlook app (Windows app repair) 

Windows lets you repair or reset apps without reinstalling: Start > Settings > Apps > Installed apps > Outlook > Advanced options > Repair (try first) > Reset (if Repair doesn’t help). See: Repair apps and programs in Windows - Microsoft Support 

4) Switch back to Outlook (classic) to access folders immediately 

In New Outlook, use the toggle (top-right) to go back to classic Outlook.

5) If the folder pane is missing on Outlook on the web 

If the navigation/folder pane is missing in the browser, clear site data for Outlook and reload. 

Please tell me how it goes. If the problem persists, please don’t hesitate to reply to this thread and I will be happy to help. Have a lovely day!   

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  1. AI answer

    2026-04-17T16:14:32.3+00:00

    Folders are still in the mailbox because they appear on the mobile app; the desktop client is failing to show them correctly. Use these checks and repairs:

    1. Check for collapsed or reordered folders
      • In new Outlook for Windows, verify that folder groups are expanded. Some folders (for example, Sent or custom folders) may now appear nested or reordered to match Outlook on the web and mobile.
      • If using Outlook mobile as well, note that folders can appear under other folders (for example, Sent under Inbox or in a drop-down section), so mirror that structure in the desktop view.
    2. If specific default folders seem missing (Inbox, Sent, Junk, etc.)
      • The folder may be hidden by the PR_ATTR_HIDDEN property.
      • To fix a hidden default folder:
        1. Download and extract the MFCMAPI tool.
        2. Run mfcmapi.exe and choose Session > Logon.
        3. Select the Outlook profile for the affected mailbox.
        4. Double-click the mailbox, then:
          • Cached mode: expand Root – Mailbox > IPM_SUBTREE.
          • Online mode: expand Root Container > Top of Information Store.
        5. Locate the folder that is missing in Outlook but visible on mobile.
        6. In the properties list, check PR_ATTR_HIDDEN.
        7. If it is True, right-click it, choose Edit Property, clear the Boolean checkbox, and select OK.
        8. Also check PR_ATTR_SYSTEM; if it is True, edit it and clear the Boolean checkbox.
        9. Close MFCMAPI and restart Outlook.
    3. If folder names or locations are wrong
      • If default folders show incorrect names or are in the wrong place, run the Outlook repair switches:
        1. Close Outlook.
        2. Run Outlook.exe /resetfolders.
        3. Then run Outlook.exe /resetfoldernames.
      • This can restore default folder names and structure when they have become inconsistent.
    4. If folders were created/renamed in Outlook.com and behave oddly
      • There is a known Outlook.com issue where folders created or renamed on the web can revert or appear to disappear on next sign-in. Items remain searchable.
      • Use search in Outlook or Outlook.com to confirm mail is still present in those folders.
      • The issue is fixed in the new Outlook.com; if the problem persists, use the Outlook.com in-product Help → Still need help? path to contact support.

    If, after these steps, folders still appear only on mobile and not on desktop, use Outlook on the web to confirm the folder structure in the mailbox. If the web view matches mobile but not desktop, focus on repairing or recreating the Outlook for Windows profile and, if needed, contact support via the Outlook.com or Outlook client help channels.

    References:

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