Outlook problems · Outlook.com
Outlook.com not syncing or receiving emails
If your Outlook.com account sends fine but new mail never arrives, the cause is almost always one of three things: a changed password the app hasn't caught up with, Outlook stuck in Work Offline, or the mail arriving but landing somewhere you're not looking. Here's how to find it in a couple of minutes — in the desktop app and in the browser. Rated 4.9 on Google.
- ● Re-enter the password
- ● Check Junk & Other
- ● Windows-specialist help
The quick answer
Sending works but nothing comes in — why
When email goes out but nothing comes in, that pattern is a strong clue in itself. Sending uses one connection to the server; receiving uses another, plus the rules and folders that decide where each message lands. So a “sending fine, not receiving” fault is almost never a broken account — it is usually one of these:
- Your password changed (perhaps for security) and the desktop app is still trying the old one, so it can send from cache but cannot pull new mail.
- Outlook is stuck in Work Offline, quietly holding everything back.
- The mail is arriving — but a rule, the Junk folder, the Blocked Senders list, or the Focused/Other split is hiding it from your main view.
- Your mailbox is full, and a full Outlook.com mailbox stops receiving.
Work through the steps below and you will land on the culprit quickly. We have split them into the desktop app and the browser, because the fix differs.
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In the desktop app
Fix Outlook.com in the desktop app
If you use Outlook.com through the classic Outlook program on Windows:
- Turn off Work Offline. On the Send / Receive tab, look at the Work Offline button. If it is highlighted (or the status bar says “Working Offline”), click it once to go back online, then press F9 to sync.
- Re-enter your password. If you recently changed your Microsoft password, the app is still using the old one. When prompted, type the new password. If you are not prompted but mail still won't arrive, clear the saved entry: open Windows Credential Manager (search it in the Start menu) then Windows Credentials, find any entry containing MicrosoftOffice or your Outlook.com address, remove it, then reopen Outlook and sign in fresh.
- Press F9 to Send/Receive. This forces a full sync so you can see whether mail now drops in.
- Check the Junk and Focused/Other folders. Look in Junk Email, and if you use Focused Inbox, click the Other tab — messages you are expecting are very often sitting there, not missing at all.
Note: the newer new Outlook app is web-powered and has no Work Offline button or F9 in the same place — if you are on that version, see our new Outlook not syncing guide, and use the browser and hidden-mail checks below.
In the browser and beyond
Fix Outlook.com in a browser (and the hidden-mail checks)
If you read Outlook.com at outlook.com in a web browser, or the app checks above didn't help, do these:
- Hard-refresh the page. Press Ctrl + F5 to force a fresh load past a stale cache. If it is still odd, clear your browser cache, or open Outlook.com in a private/incognito window to rule the browser out.
- Check your Rules. In Outlook.com go to Settings then Mail then Rules. A rule that moves or deletes incoming mail — set up long ago and forgotten — is a classic cause of “nothing arrives.” Disable anything suspicious.
- Check Blocked senders and Junk. Go to Settings then Mail then Junk email and review Blocked senders and domains, then look inside the Junk Email folder itself. Move any wanted sender back and mark them safe.
- Check your storage quota. A full Outlook.com mailbox stops receiving. In Settings then General then Storage, see how full you are; empty large items and the Deleted Items folder if you are near the limit.
If mail is still not arriving after all of that, the fault may be at the server or account-security level — the point at which a quick remote session saves you a lot of guesswork. We are Windows and Android specialists (Outlook on Windows and the Outlook Android app — not Apple), a Microsoft Partner rated 4.9 on Google, fixing Dorset email since 1995.
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// GOOD QUESTIONS
Frequently asked
Why is my Outlook.com sending emails but not receiving any?
Sending and receiving use different parts of the connection. A “sending fine, not receiving” fault is usually a password the desktop app hasn't updated, Outlook stuck in Work Offline, mail being hidden by a rule or the Junk/Other folder, or a full mailbox. Re-enter your password, turn off Work Offline, press F9, and check those folders.
I changed my Microsoft password and now Outlook won't receive mail — why?
The desktop app is still trying your old password, so it can't pull new mail. Enter the new password when prompted. If you're not prompted, open Windows Credential Manager > Windows Credentials, remove the saved MicrosoftOffice / Outlook.com entry, then reopen Outlook and sign in fresh.
My Outlook.com mail shows in the browser but not in the desktop app — what's wrong?
That points to the desktop app specifically: it's likely offline, using an old password, or filtering the mail into Junk or the Other tab. Turn off Work Offline, re-enter the password (clear it in Credential Manager if needed), press F9, and check the Junk and Focused/Other folders.
Could a rule be stopping my Outlook.com emails from arriving?
Yes — this is common. A forgotten rule can move incoming mail to another folder or delete it before you see it. In Outlook.com go to Settings > Mail > Rules and review them; in the classic desktop app check File > Manage Rules & Alerts. Disable anything that diverts or deletes incoming mail.
Can a full Outlook.com mailbox stop me receiving email?
Yes. Once your Outlook.com storage is full, new mail can't be delivered and is returned to the sender. Check Settings > General > Storage to see how full you are, then empty large items and the Deleted Items folder, or clear out old attachments, to free space and get mail flowing again.
I've tried everything and Outlook.com still won't receive — can you help?
Yes. We'll connect remotely over Splashtop SOS (after phoning you first, with you watching and access ending when we're done), track down exactly where your mail is going, and fix it — usually within minutes. Call 365 Techies on 01202 775566.
Sending fine but nothing coming in?
We'll find where your Outlook.com mail is going and get it flowing again — usually within minutes on Splashtop SOS. We phone first, you watch, access ends when we're done. Windows and Android specialists, Bournemouth and Dorset.
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