Microsoft Cloud sync reset

Question

Microsoft Cloud sync reset

Joseph Tonnos 10

Hi,

I need an escalation to the Microsoft Cloud sync backend team for my Google Workspace account email address.

The account is connected in Outlook and synced to the Microsoft Cloud, but mail, calendar and contacts aren't staying in sync with Google. I've already tried Reset Account and re-adding the account. IMAP is enabled and all permissions are granted on the Google side.

I can share the email address privately so you can check the account's sync state and Google tokens on your side, then do a full reset of the Microsoft Cloud sync for this mailbox. Once that's done, I'm fine with Outlook pulling everything down again from Google.

Thanks,
Joe

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2 answers

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Answer 1

Joseph Tonnos 10

I have tried the above multiple times and it has not solved my issue. It appears to be something on the back-end that only the Microsoft Outlook team can reset.

Hornblower409 18,575 Reputation points

2026-10-30T16:38:14.5833333+00:00

@Joseph Tonnos said

I have tried the above multiple times and it has not solved my issue .. only the Microsoft Outlook team can reset

No one here can initiate a Support Case on your behalf. You will need to start the process using one of the standard channels.

Outlook Mobile In App Support
https://support.microsoft.com/en-us/office/get-in-app-help-for-outlook-for-ios-and-android-218a22d1-9fa5-4889-b689-de1c63493243#category=contact_support

General Chat Support
https://support.microsoft.com/en-us/home/contact

Answer 2

Joseph Tonnos 10

I've been contacting them for a week through the app live chat and nobody will respond to me since Monday, October 26. I've sent multiple messages.

I am beyond frustrating to not have my Outlook working

Hornblower409 18,575 Reputation points

2026-10-30T19:34:10.2333333+00:00
@Joseph Tonnos said

I've been contacting them for a week through the app live chat and nobody will respond to me

I agree that this is probably something that needs to be handled by Support, but I don't have any suggestions for how you might escalate your case or get immediate attention to your problem.

If you want to try to at least narrow down the possible causes, I'll do what I can. But working this kind of problem via forum exchanges is slow and very difficult because I have no access of any kind to your Outlook account.

If you want to continue, my first questions are:

"Outlook Web" means https://outlook.cloud.microsoft/

When you delete or move a message in Outlook Web, does the same change appear in Gmail Web?

When you delete or move a message in Gmail Web, does Outlook Web reflect the change?

Are Mail, Calendar, and Contact records all affected, or only some types?

Which Outlook client do you normally use?

New Outlook for Windows

Outlook Mobile

Outlook Web

Outlook for Mac
Joseph Tonnos 10 Reputation points

2026-10-30T19:52:59.8066667+00:00

here is a screenshot of my conversation with online support
Joseph Tonnos 10 Reputation points

2026-10-30T19:54:36.3633333+00:00

combined_conversation.jpg

here is a screenshot of my back and forth with support

i need the Microsoft Cloud sync reset from the back-end from what I can gather.
Hornblower409 18,575 Reputation points

2026-10-30T20:52:20.6466667+00:00
@Joseph Tonnos said

here is a screenshot of my back and forth with support ... i need the Microsoft Cloud sync reset from the back-end from what I can gather.

You have done a very complete job of troubleshooting the problem and your reports clearly demonstrate (at least to me) that this is an account level problem (not clients or devices). So the real problem is how to get Support to go back and look around some more in your Microsoft Cloud tenant.

Unfortunately "stalled cases" are a pretty common problem and there is nothing anyone here can do to help push things along. All I can suggest:

1 -- Get your Case Number.

I don't see a specific Case Number in your chat, so try:

https://support.microsoft.com/en-us/home/contact

Click the "Request history" tab

[Sign-In]

Identify the case associated with your most recent Chat and note the Case Number

2 -- Use Outlook Web to open a new case:

Logon to https://outlook.cloud.microsoft/

From the main menu: Help -> ? Help

{This should open the Help side panel}

Search Help -> "Status Update on an Exiting Case" and press Enter

Still need help? [Yes]

If you get "We're here to help": Tell us your problem -> {Your problem, again} [Get Help]

[Sign In] {Use any Outlook/Microsoft account}

Choose a support option -> Chat with a support agent in your web browser

Once you are in a Chat give them your existing Case Number and ask for a Status Update

Sorry. Not much I can do to help in situations like this.