Need New Outlook Back

Question

Need New Outlook Back

Christine Wilson 0

I've been using New Outlook for several months now. Everything was fine when I went to bed last night, but this morning, when I opened Outlook on my Mac, it's the "Legacy" version. When I click the toggle button to turn it off, I get a message about new & exciting things in New Outlook, it closes, then reopens still in Legacy. My folders are all there, but NONE OF MY EMAILS from my Comcast/Xfinity email address are there! NONE. How do I get back to "New Outlook" and my Comcast emails?

Christine Wilson 0 Reputation points

2026-09-18T19:10:22.16+00:00

I've been in touch w/Microsoft yesterday and today. There is a global issue and their engineers are working on it. And I shouldn't worry. The Outlook app that I have is pretty much like a placeholder. It doesn't look like Legacy Outlook and it doesn't look like New Outlook. Whatever it is, they are supposedly working on it and when it's fixed, I won't have to do anything, it will automatically be there....
Christine Wilson 0 Reputation points

2026-09-19T11:46:03.63+00:00

And it's BAAAAAAAACK! Yay! All my emails are back!
Chloe-V 13,450 Reputation points Microsoft External Staff Moderator

2026-09-20T00:06:55.4833333+00:00

Hi @Christine Wilson

I’m glad to hear that all your emails are back and everything is working again!

Thank you for keeping us updated.

2 answers

Your answer

Christine Wilson 0 Reputation points

2026-09-18T19:10:22.16+00:00

I've been in touch w/Microsoft yesterday and today. There is a global issue and their engineers are working on it. And I shouldn't worry. The Outlook app that I have is pretty much like a placeholder. It doesn't look like Legacy Outlook and it doesn't look like New Outlook. Whatever it is, they are supposedly working on it and when it's fixed, I won't have to do anything, it will automatically be there....
Christine Wilson 0 Reputation points

2026-09-19T11:46:03.63+00:00

And it's BAAAAAAAACK! Yay! All my emails are back!
Chloe-V 13,450 Reputation points Microsoft External Staff Moderator

2026-09-20T00:06:55.4833333+00:00

Hi @Christine Wilson

I’m glad to hear that all your emails are back and everything is working again!

Thank you for keeping us updated.

Answer 1

Hornblower409 15,825

@Christine Wilson said

Outlook on my Mac, it's the "Legacy" version. When I click the toggle button to turn it off, I get a message about new & exciting things in New Outlook, it closes, then reopens still in Legacy.

Sounds like you were upgraded to Outlook for Mac 16.113 overnight and there is a bug in that version that causes the "Can not switch out of Legacy mode" problem.

See the Answer by "Hornblower409 Sep 17, 2026" in
https://learn.microsoft.com/en-us/answers/questions/6006979/free-outlook-not-365

0 comments

Answer 2

Hi @Christine Wilson

I’m sorry you’re dealing with this, especially since your Comcast/Xfinity emails suddenly appear to be missing.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas only.

New Outlook and Legacy Outlook for Mac keep separate account configurations, so an account added in New Outlook may not automatically appear in Legacy Outlook. Please first sign in to Xfinity Email through your browser and confirm that your messages are still available there. Also, please avoid removing the Comcast account or deleting your Outlook profile for now.

Then, in Outlook, select Help > Check for Updates and install any available updates. Restart your Mac, reopen Outlook, and turn off the Legacy Outlook switch again.

If New Outlook opens but the Comcast account is missing, add it again under Outlook > Settings > Accounts > Add Account. In Xfinity Email, also check Settings > Security and make sure third-party email access is enabled.

If Outlook still returns to Legacy after updating, please select Help > Contact Support or Help > Feedback > Report a Problem in Outlook for Mac.

If the answer is helpful, please click "Yes". If you have extra questions about this answer, please click "Comment".

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