I didn't receive an email someone sent to my Outlook.com account

If someone sent an email to your Outlook.com account but the message never arrived, there are several things you can do to try to fix the problem.

If you can't send messages from your Outlook.com account, see Outlook.com won't let me send an email.

Check your service status

If you're having problems with Outlook.com, check the service status. If the status isn't green, wait until the service is running normally and try again.

Check your Junk Email folder

In your Outlook.com folder list, choose the Junk Email folder and look for the missing email.

A screenshot of the Junk Email folder

If there are messages that shouldn't have been marked as junk, right-click each email and then choose Mark as not junk. The message will automatically be moved to your inbox.

Clean out your inbox

If your inbox is full, you won't receive new messages. To make room in your inbox, try emptying your junk folder by right-clicking Junk Email > Delete all.

A screenshot of the Delete all option

You can also sweep unwanted email from your inbox or archive folders. Sweep lets you automatically delete all incoming email from a particular sender, keep only the latest message from that sender, or delete email from that sender that's older than 10 days. Select a message you want to sweep, and select Sweep.

A screenshot of the Sweep button

Saving photos and documents to OneDrive is another good way to make room in your inbox. To learn how to save attachments to OneDrive, see Free up storage in Outlook.com.

Check your inbox filter and sort settings

If your inbox is filtering based on categories or if your sort order is different than usual, you might not see the messages you expect to see. Filtering and sorting are accessible at the top of your message list.

  • For filtering, select Filter > All.

    A screenshot of the Filter button with All selected

  • For sorting, select Filter > Sort by.

    A screenshot of the Filter menu with Sort by selected

To check for recent messages, choose Date. To look for messages from a specific person, choose From. You can reverse the order by choosing the option again.

Check the Other tab

Focused Inbox separates your inbox into two tabs, Focused and Other, to help you focus on the messages that matter most to you. If Focused Inbox is enabled for you, some messages sent to you might be in the Other tab. You can right-click any messages you want to appear in Focused and select Move to Focused inbox or Always move to Focused inbox. Focused Inbox will learn which messages should go always go to the Focused tab.

A screenshot of the Other tab

To learn how to turn off Focused Inbox, see Turn off Focused Inbox.

Check your Blocked senders and Safe senders lists

  1. Select Settings The Settings button > Options.

    A screenshot of the Settings button.

  2. On the left side of the screen, select Blocked senders.

    A screenshot of Blocked Senders on the Options menu

  3. If you see the sender's address listed under Blocked senders, select their address and then select Remove The Remove icon > Save.

If the sender's address isn't in your Blocked senders list, you can add them to your Safe senders list. Email from contacts in your Safe senders list will never go to the Junk Email folder.

  1. Select Settings The Settings button > Options.

  2. On the left side of the screen, select Safe senders.

    A screenshot of Safe Senders on the Options menu

  3. Enter the sender's email address and then select Remove The Add icon > Save.

To return to your inbox, select Options at the top of the screen.

Check your junk email settings

  1. Select Settings The Settings button > Options.

    A screenshot of the Settings button.

  2. On the left side of the screen, select Filters and reporting.

    A screenshot of Filters and reporting on the Options menu

  3. Under Choose a junk email filter, choose the level of protection you want and then select Save.

    • With Standard, some junk email might make it to your inbox. You'll need to manually mark those messages as junk.

    • With Exclusive, some legitimate mail will end up in your Junk folder. You'll need to check the folder periodically.

To return to your inbox, select Options at the top of the screen.

Check your email rules

Email rules can help keep your inbox tidy by deleting, moving, categorizing, or flagging messages based on the sender, subject, or other criteria. There might be a rule in place that's preventing you from seeing certain email in your inbox.

  1. Select Settings The Settings button > Options.

    A screenshot of the Settings button.

  2. On the left side of the screen, select Inbox and sweep rules.

    A screenshot of Inbox and sweep rules on the Options menu

  3. If there are one or more rules that are preventing you from seeing the email you want, do one of the following.

    • Select the rule that you want to delete and then select Delete The Delete icon .

    • Select the rule and then Select Edit The Edit icon to change the rule settings so you can find the messages more easily. For example, you might change the action in the rule from delete to categorize or flag.

  4. Choose Save.

To return to your inbox, select Options at the top of the screen.

Check email forwarding

If you've set up another email account to forward to your Outlook.com inbox, make sure forwarding hasn't expired and is properly set up. Check with your other email services support for more information.

Check if your account is blocked

If you can't send or receive email, your account might be temporarily blocked because we noticed some unusual sign-in activity. To learn how to unblock your account, see Unblock my Outlook.com account.

Contact the sender

If you've tried the solutions above and still aren't receiving messages from a sender, contact the sender. Let them know that:

  • Their email isn't being delivered to Outlook.com.

  • They should contact Microsoft support through postmaster.live.com.

Still need help?

Community Forum button Contact Support button

Related Topics

Help keep spam out of your Inbox in Outlook.com
Deal with abuse, phishing, or spoofing in Outlook.com

Expand your skills
Explore training
Get new features first
Join Office Insiders

Was this information helpful?

Thank you for your feedback!

Thank you for your feedback! It sounds like it might be helpful to connect you to one of our Office support agents.

×