Fix email sync issues or remove a device from your Outlook on the web mailbox

Outlook on the web shows the mobile devices that you use to connect to your mailbox. If you're no longer using a device or a device isn't syncing properly, you can delete it from this list. Doing so removes the partnership between the mobile device and your mailbox, but doesn't delete the email account from your phone. Removing this partnership by following the steps below often fixes sync issues.

Choose your version for instructions

The instructions are slightly different depending on whether you're using the new Outlook on the web. Choose which version of Outlook on the web you're using to see the steps that apply to you.

IF YOUR MAILBOX LOOKS LIKE...

IF YOUR MAILBOX LOOKS LIKE...

Outlook on the Web Beta

See Instructions for the new Outlook on the web.

Outlook on the web

See Instructions for classic Outlook on the web.

Note: If your organization has included its logo in the toolbar, you might see something slightly different than shown above.

Instructions for the new Outlook on the web

  1. Sign in to Outlook on the web.

  2. Choose Settings Settings > View all Outlook settings > General > Mobile devices.

  3. Select your device in the list, and then select Delete to delete the device partnership.

    A screenshot of the Delete button on the Mobile devices page

  4. At the top of the window, select Save.

    If you only want to remove this device from the list, stop here. If you're attempting to fix a sync issue, continue with the remaining steps.

  5. Go to your mobile device and power it off completely.

  6. Restart your mobile device after a few seconds, and then sync your mailbox again.

Instructions for classic Outlook on the web

  1. Sign in to Outlook on the web.

  2. Choose Settings Office 365 setttings button - looks like a gear next to your name next to your name in the upper-right corner of the page, and then click Mail.

  3. In the left navigation bar, under General, choose Mobile Devices.

    General > Mobile Devices

  4. Select your phone in the list, and then select Remove to delete the device partnership.

    Remove phone from Outlook Web App

  5. Select Yes in the confirmation box.

    If you only want to remove this device from the list, stop here. If you're attempting to fix a sync issue, continue with the remaining steps.

  6. Go to your mobile device and power it off completely.

  7. Restart your mobile device after a few seconds, and then sync your mailbox again.

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