How to fix sent emails that I can't read in MS outlook on my macbook

Jean Rogers 0 Reputation points
2026-10-03T14:12:57.96+00:00

I use Outlook for Mac 16.113.2 on macOS 26.6.2 with a BTinternet account.

Sent messages before 5 September 2026 are readable. Messages sent after that date appear in Outlook, but their bodies are blank—even when opened in a separate window. This affects both All Accounts and the BTinternet Sent folder. The complete messages are available in BT webmail, and new incoming messages display normally.

The problem began around my switch from Legacy Outlook to new Outlook. Quitting and reopening Outlook and using Reset Account has only partially resolved the issue. New sent mail is resynching correctly, but the sent mail from 6/9/2026 to yesterday are still blank.

Please investigate why these sent-message bodies are not loading.

Outlook | MacOS | New Outlook for Mac | For home
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  1. Chloe-V 13,460 Reputation points Microsoft External Staff Moderator
    2026-10-04T02:07:50.98+00:00

    Hi @Jean Rogers

    I understand how inconvenient it is to see your sent messages in Outlook but be unable to read their contents.

    Since the full contents of the messages are still available in BT webmail, the messages have not been lost. The issue may be related to synchronization or the local cache in Outlook for Mac, especially since it began after switching from Legacy Outlook to New Outlook.

    First, select Help > Check for Updates and install any available Outlook updates. If the affected messages remain blank, make sure all important messages are available in BT webmail. Then remove the BT internet account from Outlook and add it again to create a fresh local synchronization.

    If the messages from 6 September 2026 to yesterday still appear blank after re-adding the account, please contact Microsoft Support. Provide your Outlook and macOS versions, the affected date range, and explain that the complete message bodies are displayed correctly in BT webmail.

    Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas only.

    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.  

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