If you’re using the new Outlook for Windows and not receiving expected emails, follow this guide. No admin rights are required.
🧠 1. Check the “Other” Inbox Tab
Outlook uses Focused Inbox to sort messages.
At the top of your inbox, click the “Other” tab — messages may land there instead of “Focused.”
🗑️ 2. Check Junk and Deleted Items
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In the left sidebar, scroll to:
Junk Email – check for incorrectly flagged spam
Deleted Items – look for anything that may have been accidentally removed
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If you find something:
Right-click it → choose “Move to Inbox” or “Mark as not junk”
🛠️ 3. Review Inbox Rules
Click the gear icon (⚙️) in the top-right corner
Select “Mail” → “Rules”
3. Check for rules that:
Automatically move, delete, or forward messages
4. Turn off or delete anything you didn’t create or don’t recognize
🚫 4. Check Blocked Senders
Go to Settings (⚙️) → Mail → Junk email
- Under Blocked senders and domains, remove any trusted senders by clicking the 🗑️ icon
✉️ 5. Send Yourself a Test Email
Click New Mail
Send a message to your own email address
If it arrives in your inbox, your mailbox is accepting messages internally
🔒 6. Check Quarantine (Optional but Recommended)
Microsoft may block certain messages before they reach your inbox.
Sign in with your work account email address.
Review any messages in the Personal On Hold folder
Checkmark and release for any legitimate emails
🌐 7. Try a Different App or Browser
Open Outlook in a browser: https://outlook.office.com
Or check the Outlook mobile app
If your messages show up there but not on desktop, it may be a local sync issue
🔁 8. Restart Outlook
Close Outlook completely (File → Exit)
Wait 10 seconds
Reopen it — this often fixes temporary syncing issues
🆘 Still No Luck?
Ask the sender if they got a bounce-back error
Double-check that they used the correct email address
If you've tried all of the above, contact your IT Help Desk via Service Now for further help