I have not been receiving some emails. I have paid for extra storage. It is impossible to get help from Microsoft.

Question

I have not been receiving some emails. I have paid for extra storage. It is impossible to get help from Microsoft.

Susan Walsh 20

For over a year now I have noticed that I am not receiving emails from several different companies. This include mailings and confirmation of orders I have placed.

I paid to have extra storage so that is not the issue.

I checked junk, rules, safe senders etc. etc.

Have sent messages and phoned Microsoft but to no avail.

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Answer accepted by question author

AI answer

Follow these targeted checks in Outlook.com and Outlook on the web to identify why some messages are missing, even after buying extra storage and checking Junk/rules/safe senders.

Confirm storage is not blocking mail

If Microsoft cloud or email storage is exceeded, Outlook.com stops delivering mail and bounces messages to senders, even if email storage alone looks fine.
Check overall Microsoft storage and Outlook.com mailbox storage using the mailbox storage page referenced in the storage documentation. If either is over quota, reduce usage by deleting large mail, attachments, or OneDrive files, or keep the paid storage active until usage is clearly below the limit.
After going back under quota, new messages will be delivered, but any previously bounced messages must be resent by the sender.

Re‑check Junk Email and filters

In Outlook.com, verify:
- The Other tab (Focused/Other) for missing messages.
- Junk Email folder for misclassified messages. For any legitimate message found there, right‑click and choose Mark as not junk to train filtering.
- Junk Email settings to ensure the senders or their domains are not blocked.

Re‑check rules and forwarding

In Outlook.com settings:
- Review Rules to ensure no rule is moving or deleting messages unexpectedly (for example, sending all new mail to another folder or RSS feed). Disable or delete any suspicious rule.
- Review Forwarding:
  - If forwarding is enabled, confirm whether keep a copy of forwarded messages is turned on. If this option is off, messages may be forwarded elsewhere and never appear in Outlook.com.

Check for blocked senders and domains

In Outlook.com or Outlook on the web:
- Go to Settings > Mail > Junk email (or Blocked senders / Block and allow).
- Remove any blocked addresses or domains that match the companies whose messages are missing.

Verify message ordering and filters in the inbox

In Outlook.com:
- Select Filter > Sort > Date to ensure messages are sorted chronologically and not hidden by a custom sort.
- Ensure no inbox filters (such as “Unread” or “Flagged”) are hiding messages.

Confirm the senders’ side

For specific companies whose confirmations or mailings are missing:
- Ask them to confirm that messages to the Outlook.com address are not bouncing with errors.
- If there is no visible error on their side, ask them to follow Sender Support in Outlook.com guidance so their systems can be checked and adjusted if Outlook.com is rejecting or filtering their mail.

If the issue persists

Use the Outlook.com in‑product Help option:
- Sign in to Outlook.com.
- Select Help on the menu bar and enter the issue.
- If self‑help does not resolve it, scroll to Still need help? and choose Yes to reach Outlook.com support while signed in.

These steps cover the main Outlook.com causes for missing messages when storage, Junk, and rules have already been reviewed.

References:

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1 additional answer

Your answer

Answer 1

Alice-N 13,385 Microsoft External Staff Moderator

Hi

I understand that you are having a problem with some Outlook.com emails not arriving, even after paying for extra storage. I’m happy to help. Please confirm the following

Are the missing emails from the same companies every time, or from random senders?
Do those companies receive any bounce or non-delivery report?
Does a new Outlook.com alias receive the same company emails?

I would love to hear from you soon. Have a nice day!

Alice-N 13,385 Reputation points Microsoft External Staff Moderator

2026-06-12T03:43:41.0033333+00:00

Hi Susan Walsh

I hope you are doing well! I just want to check if you have had a chance to check my reply earlier? Please let me know when you have time.

Have a lovely day!
Susan Walsh 20 Reputation points

2026-06-12T09:44:24.8433333+00:00

Hi Alice,

Thank you SO much for your messages. I have not had a chance to read and digest them yet - hopefully I will have time over the weekend.

Thanks again for trying to help me - it has been very frustrating,

[PII: Removed]
Alice-N 13,385 Reputation points Microsoft External Staff Moderator

2026-06-13T04:07:55.81+00:00

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

Hi Susan Walsh

I understand what you are going through. Please take your time and let me know if you need anything. Have a nice day!
Susan Walsh 20 Reputation points

2026-06-14T22:22:26.1666667+00:00
Hi Alice,

Thank you So much for trying to help me.

To answer your questions:

I am missing emails from the same companies all the time. The list is growing longer and longer (as I realise how many I am missing). It started a couple of years ago when I wasn't able to access my Booking.com account via their website, but thankfully could access my account via their App. Then I noticed more and more emails which were missing, or that I cannot access my account because of two step verification - e.g. I try to log into an account, they try to email me a verification code but I never get it. Or I order something online and never get the emailed confirmation of the order but do get delivery information (by email from delivery companies) and then the goods.

The few companies who I have been able to get through to by phone or via X - who I have asked to send me an email have done so, but I have not received the email, and they have not received bounce backs or reports. I have not been able to contact several companies - a bit like trying to talk to someone at Mcirosoft...

I do not know if I have a new Outlook.com alias. I did finally install the Outlook App after months of being prompted but I did not like the format (compared to the website / desktop version) so I deleted the App. Not sure if having the App created an Outlook.com alias.

Other things:

I did have Rules set up to forward emails from my Hotmail.com account to my Live.com account. I recently deleted all the rules to see if that would help, but it didn't. The emails keep being forwarded though which is bizarre.

I do know my Hotmail.com account was hacked. I checked it on one of those websites (which checks and tells you if your account has been hacked). I did change my password

I use my Hotmail.com email address for general emails, subscriptions, accounts, shopping etc. I use my Live.com email address for friends and family. As far as I know my Live.com email address is fine - fingers crossed!

Sorry I cannot shed any more light on my issue. It is all so weird. I used to get 60+ Hotmail.com emails a day from various companies (all newsletter / mailshots / sales stuff) but now get maybe 15 to 20.

Thanks again,

[PII: Removed]
Alice-N 13,385 Reputation points Microsoft External Staff Moderator

2026-06-16T23:52:59.16+00:00
Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

Thank you for explaining. Since the forwarding continues even after deleting rules, and the account was previously compromised, this may be an account/security or hidden forwarding setting issue rather than storage.

Please check these two places in Outlook.com:

Settings > Mail > Forwarding — make sure forwarding is turned off.

Settings > Mail > Rules — confirm there are no remaining or unexpected rules.

Also, please review your Microsoft account Recent activity, change the password again, and turn on two-step verification if it is not already enabled.

Please tell me how it goes. Have a nice day!
Susan Walsh 20 Reputation points

2026-06-20T00:08:39.3533333+00:00

Hi again,

I downloaded the Outlook App (again - having downloaded it last year, and then deleting it).

I signed in using the Hotmail.com email address. Almost instantly I started getting emails from Companies whose emails I have been missing. I also logged into a couple of accounts where they insist on sending email verifications / noticifications, and got those immediately - HURRAH!

Bizarrely though - I am not getting those emails on my laptop or on the web browser on my phone. I do not know why this is. I am live with it if I cannot suss it out - or if you can advise how to get these emails via the web browser.

THANK YOU so much for all your help.

[PII: Removed]
Alice-N 13,385 Reputation points Microsoft External Staff Moderator

2026-06-20T03:41:10.28+00:00
Hi Susan Walsh

That is very good news — it means the messages are reaching your Hotmail.com mailbox, but the web browser view on your laptop/phone may not be displaying or syncing them correctly.

Please try this on the web version:

Open Outlook.com in a private/incognito browser window and sign in with the same Hotmail.com address.

In Inbox, check that no filter is active by selecting Filter > All, then Sort > Date so the newest emails appear first.

If Focused Inbox is on, check both Focused and Other, or temporarily turn it off from Settings > Mail > Layout.

If the emails appear in private/incognito mode, clear the browser cache/cookies for Outlook.com, then reopen the browser and sign in again.

Since the Outlook app is receiving those missing company emails now, you can safely use it as a workaround while checking the browser issue.

Please tell me if the emails appear when using a private/incognito browser window. Have a lovely day!
Susan Walsh 20 Reputation points

2026-06-24T22:15:24.9266667+00:00

Thanks again Alice.

I removed the Focused option when it was introudced, have cleared the cache / cookies several times and the filter is always set to the newest emails.

However - having opened the Hotmail email in the Incognito email the emails are now appearing on the desktop as well as in the App. THANK YOU.

When going through the various options - I found POP and IMAP.

Should I have the POP on? - i.e. "Let devices and apps use POP"

I already have the IMAP on - i.e. "Let devices and apps use IMAP"

Thanks again,

[PII: Removed]
Alice-N 13,385 Reputation points Microsoft External Staff Moderator

2026-06-25T00:16:28.36+00:00

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

Hi Susan Walsh, that is great news. I’m glad the emails are now appearing.

For your setup, I would leave POP turned off unless you have an older mail program that specifically requires POP. Since you use Outlook.com/web and the Outlook app across devices, IMAP is the safer option to keep on.

If the answer is helpful, please click "Accept Answer" and kindly upvote it so that it could help others in the forum too. Thank you!
Susan Walsh 20 Reputation points

2026-06-26T14:15:20.2966667+00:00

Thanks so much Alice - you are a superstar!
Alice-N 13,385 Reputation points Microsoft External Staff Moderator

2026-06-27T23:23:35.4833333+00:00

You're welcome, Susan Walsh. If you still need anything else, feel free to reach out. Have a nice day!