Email not sending or receiving? First checks
Check whether it's your device or your mailbox
Sign in to Outlook on the web.
- Works in the browser? Your mailbox is fine. The problem is the Outlook app or phone. Restart the device and try again.
- Doesn't work in the browser either? Keep going below, then raise a ticket.
Not sending
- Look in your Outbox. Emails stuck there usually mean you're offline or the attachment is too big. Try a smaller file, or share a OneDrive link instead.
- Check you're online (open a website).
- In classic Outlook, make sure Work Offline (on the Send / Receive tab) isn't switched on.
- Got a bounce-back message? See Got a bounce-back (undeliverable) message?
Not receiving
- Check Junk Email and quarantine. See An email you're expecting went to Junk or quarantine.
- Check whether your mailbox is full. You'll usually have had warning emails. See Mailbox full?
- Check Settings > Mail > Rules in Outlook on the web for a rule that might be moving or deleting messages.
- Ask the sender to check for a bounce-back message and send you a screenshot.
- If only one sender's emails are missing, the problem is often at their end.
Still not working?
Raise a ticket with:
- who the email was from or to
- roughly when it was sent, and the subject
- any error or bounce message (a screenshot is perfect)
We can trace the message through Microsoft 365 and see exactly where it went. If nobody in your office can send or receive, mark the ticket urgent.