Get help when messages won't send

Your co-workers are waiting for the information in that email, but it's stuck in the Outbox. Try one or more of the solutions below if you can't send email.

Make sure your mail server is online

Look at the bottom of your Outlook window. You'll see the words Connected to, followed by a server type, such as Microsoft Exchange, or you'll see Disconnected or Trying to connect…

The status message in Outlook 2013

If you're disconnected, check your network cable. You might also try restarting your computer.

If those steps don't work, contact your Internet Service Provider or your system administrator.

Free messages stuck in your Outbox

When a message gets stuck in your Outbox, one possible cause is a large attachment.

  1. Click Send/Receive > Work Offline.

    The Work Offline button in Outlook 2013

  2. On the left, in the Navigation Pane, click Outbox.

  3. From here, you can:

    • Delete the message. Just select it and press Delete.

    • Drag the message to your drafts folder, double-click to open the message, and delete the attachment (click it and press Delete).

    • Place the attachment on a file server or other location where others can get it, then add that location to your message.

  4. If an error tells you Outlook is trying to transmit the message, close Outlook. It may take a few moments to exit.

Tip    If Outlook doesn't close after several minutes or you see an Outlook is not responding message, press Ctrl+Alt+Delete and click Start Task Manager. In Task Manager, click the Processes tab, scroll down to outlook.exe, and click End Process.


  1. After Outlook closes, start it again and repeat steps 2-3.

  2. After you remove the attachment, click Send/Receive > Work Offlineto deselect the button and resume working online.

    Tips    Messages also get stuck when you click Send but you're not connected. Click Send/Receive and look at the Work Offline button. If the button is blue, click it to connect (the button turns white), then click Send All.

    The Send All button in Outlook 2013

If you use Office 365, make sure you're logged in

  • Make sure you're logged in with your Office 365 user name and password. For example: jbarnhill@contoso.onmicrosoft.com. Don't try to use network credentials such as contoso\jbarnhill.

  • If you're logged in and you still have a problem, wait a few minutes and try again.

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Make sure you're using the right password

If you change the password on an Internet mail account, be sure to change it in Outlook, too.

  1. Click File > Account Settings > Account Settings.

  2. On the E-mail tab, click your Internet mail account and click Change.

  3. Enter your new password in the Password box.

Changing the password for a POP3 or IMAP account

  1. Click Next.

  2. After Outlook tests the connection, click Close > Finish.

Note    If you log on to your mail account with the same credentials you use to log on to your network, you won't see the screens shown here. You'll have to change your email password by changing your network password. To do that, press Ctrl+Alt+Delete, click Change a Password, and follow the instructions Windows provides.

Make sure you've configured an email account

If you can't see the Send button in Outlook, chances are you need to configure an email account.

  1. Click File > Account Settings > Account Settings.

  2. On the E-mail tab, click New. That starts the Add Account wizard.

  3. On the first page of the wizard, make sure E-mail Account is selected and click Next.

  4. On the next page, enter your name, email address, and your new password in each box, then click Next.

    The second page of the New Accounts wizard

  5. Outlook verifies your user name and password, and connects to the account. Click Finish.

The third page of the New Account wizard

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Still need help?

Get help from the Office 365 community forums Admins: Sign in and create a service request Admins: Call Support

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Applies To: Outlook 2013



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