new iphone cannot send or receive emails

Simon Cloke 0 Reputation points
2026-09-17T09:26:41.19+00:00

I bought a new iphone. The outlook email inbox is still visible and accessible but emails can no longer be sent or received

Outlook | Outlook for mobile | Outlook for iOS | For home
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  1. Kai-H 26,840 Reputation points Microsoft External Staff Moderator
    2026-09-17T13:57:32.9266667+00:00

    Hi, Simon Cloke

    Since the old inbox is still visible, the new iPhone may be showing cached messages while the Outlook app is no longer syncing with the mail server.

    Here are some suggestions you can try:

    First, open Safari and sign in at Outlook on the web. Send yourself a test message. If this works, the mailbox is fine and the problem is limited to the iPhone.

    If using the Outlook app, open Outlook > profile picture > Settings > select the email account > Reset Account. Then fully close Outlook and reopen it. This refreshes the app’s connection without deleting your mail.

    Open the App Store, search for Microsoft Outlook, and install any available update. Also check Settings > General > Software Update for an iOS update.

    Check Settings > Cellular > Outlook and make sure cellular data is enabled. Also test Outlook on both Wi-Fi and cellular data.

    If it still does not sync, delete and reinstall the Outlook app from the App Store, then sign in again. Your messages remain stored online.

    For a work or school account, the organization may require device enrollment or the Outlook app, so the Microsoft 365 administrator should check Intune or Conditional Access requirements.

    Thank you for your patience in reading, I hope this information has been helpful to you. 

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  2. AI answer

    2026-09-17T09:26:58.5366667+00:00

    For a new iPhone, the fastest checks are:

    1. Verify the account password on the iPhone.
      • On iPhone, open Settings > Mail > Accounts.
      • Select the Outlook account.
      • Open Account Settings or the Password field.
      • Enter the current password, then tap Done.
      • Open Mail again and confirm whether messages now send and receive.
    2. If the issue is only on this new device, remove and re-create the sync partnership.
      • In Outlook.com, go to Settings > General > Mobile devices.
      • Select the iPhone in the device list and delete the device partnership.
      • Select Save.
      • Power off the iPhone completely.
      • Turn it back on and sync the mailbox again.
    3. Check whether Microsoft cloud storage is full.
      • If cloud storage is full, Outlook.com cannot send or receive email.
      • Messages sent while storage was full are bounced back to the sender and are unrecoverable.
    4. Check whether the account was blocked or the password changed recently.
      • If the password was changed recently, update it on the iPhone.
      • If unusual sign-in activity was detected, the account might be temporarily blocked and may need to be unblocked.
    5. If using the iPhone default Mail app, this can be an authentication issue.
      • Re-entering the password in Settings > Mail > Accounts is the documented fix.

    If email works on a computer but not on the new iPhone, the problem is likely with the iPhone mail app or the device sync relationship rather than the mailbox itself.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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