I didn't receive an email someone sent me

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

Check your Junk folder

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

For any messages that shouldn't have been marked as junk, right-click the email and then choose Not junk. The email will automatically be moved to your inbox.

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, check the View: setting. If it doesn't say View: All, choose the arrow next to View and select All.

For sorting, choose the Arrange by option. Conversation is the default option, but to check for recent messages, choose Date. To look for messages from a specific person, choose From. For all of these options, if you choose the option a second time, you'll reverse the sort order.

Choose your version for more troubleshooting steps

Improvements are coming to Outlook.com; in fact, some customers are already enjoying the new Outlook Mail experience. The rest of the troubleshooting steps depend on whether you've been upgraded to the new experience. Select the link below that matches your mailbox.

IF YOUR MAILBOX LOOKS LIKE...

IF YOUR MAILBOX LOOKS LIKE...

Outlook.com menu bar

See Troubleshooting steps for classic Outlook.com.

Outlook Mail menu bar

See Troubleshooting steps for new Outlook.com.

Troubleshooting steps for classic Outlook.com

Add a sender to your contact list

Messages from people in your contact list will always reach your inbox.

  1. Open a message from the sender.

  2. In the message header, choose Add to contacts beside the sender's name.

Check your Blocked and Safe senders lists

  1. Choose Options > Options Options.

  2. Under Preventing junk email, choose Safe and blocked senders > Blocked senders .

  3. If you see the sender's address listed under Blocked senders, select their address and then choose Remove from list.

If the sender's address isn't in your Blocked senders list, you can add them to your Safe senders list.

  1. Choose Options > Options Options.

  2. Under Preventing junk email, choose Safe and blocked senders > Safe senders .

  3. In the Sender or domain to mark as safe box, enter the sender's email address and then choose Add to list.

To return to your inbox, choose Outlook.com at the top of the screen.

Check your junk email settings

  1. Choose Options > Options Options.

  2. Under Preventing junk email, choose Filters and reporting.

  3. Under Choose a junk email filter, choose the level of protection you want and then choose 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, choose Outlook.com at the top of the screen.

Check your Reply-to address

  1. Choose Options > Options Options.

  2. Under Writing email, choose Reply-to address.

  3. Select Your "From" address > Save.

To return to your inbox, choose Outlook.com 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. Choose Options > Options Options.

  2. Under Customizing Outlook.com, choose Rules for sorting new messages.

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

    • Choose the rule that you want to delete and then choose Delete.

    • Choose Edit next to the rule and 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.

To return to your inbox, choose Outlook.com 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 inbox is full

People who send you email might receive an error message that your inbox is full. If so, see Storage limits in Outlook.com.

Troubleshooting steps for new Outlook.com

Check your Clutter folder

Clutter helps you filter low-priority email by moving those messages to a folder called Clutter. Not every Outlook.com mailbox has Clutter enabled. If Clutter is enabled for you, you'll see a Clutter folder in your folder list. Choose that folder and check for the messages there. You can right-click any emails you want in your inbox and choose Move to Inbox. The Clutter feature will learn which emails should always go to your inbox.

Add a sender to your contact list

Messages from people in your contact list will always reach your inbox.

  1. Open a message from the sender.

  2. Hover over the sender's name and then choose Add on the contact card that appears.

Check your Blocked and Safe senders lists

  1. Choose Options > Options Options.

  2. Under Junk email, choose Blocked senders .

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

If the sender's address isn't in your Blocked senders list, you can add them to your Safe senders list.

  1. Choose Options > Options Options.

  2. Under Junk email, choose Safe senders.

  3. In the Enter a sender or domain here box, enter the sender's email address and then choose Add Add an Inbox rule > Save.

To return to your inbox, choose Outlook Mail at the top of the screen.

Check your junk email settings

  1. Choose Options > Options Options.

  2. Under Junk email, choose Filters and reporting.

  3. Under Choose a junk email filter, choose the level of protection you want and then choose 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, choose Outlook Mail 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. Choose Options > Options Options.

  2. Under Mail, choose Inbox and sweep rules.

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

    • Choose the rule that you want to delete and then choose Delete discard .

    • Choose the rule and then choose Edit edit 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, choose Outlook Mail 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 inbox is full

People who send you email might receive an error message that your inbox is full. If so, see Storage limits in Outlook.com.

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