no longer receiving emails in my office work account

Jeff Rosa 0 Reputation points
2026-09-18T20:34:34.91+00:00

As of 9;30am today, my incoming emails have stopped.

Microsoft 365 and Office | Subscription, account, billing | For business | Other
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  1. Chris-D 1,595 Reputation points Independent Advisor
    2026-09-18T20:46:54.09+00:00

    Hi Jeff,

    Thank you for sharing what happened. To assist you more effectively, could you please provide the following information?

    1. Is the affected account a Microsoft 365 work or school account managed by your organization, or a personal Microsoft account such as Outlook.com or Hotmail.com?
    2. Do new emails appear when you check your account through Outlook on the web?
    3. Does the issue affect emails from all senders or only certain email addresses or domains? If this is a work account, are both internal and external emails affected?
    4. Are you still able to send emails successfully?
    5. Have any senders received a non-delivery report or bounce-back message when emailing you? If so, please share the exact error message, after removing any personal information.
    6. Is your mailbox full or close to its storage limit?

    Please feel free to share the information in the comment below. Once I have it, I'll be better positioned to guide you through the next steps. 

    I look forward to hearing your thoughts. 

    Note: Follow the steps in the forum documentation to enable email notifications if you want to receive email notifications related to this topic.

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  2. AI answer

    2026-09-18T20:34:52.69+00:00

    For a work Microsoft 365/Exchange account, use this order:

    1. Check whether Outlook is offline.
      • In Outlook for Mac: on the Outlook menu, make sure Work Offline is not checked.
      • In classic Outlook for Windows: if the status bar shows Disconnected, Working Offline, or Trying to connect…, go to Send/Receive > Work Offline to switch back online.
    2. Check the Exchange account connection.
      • In Outlook for Mac, go to Tools > Accounts.
      • Select the Exchange account in the left pane.
      • If the connection indicator is orange, there is a server connection problem.
    3. Test the mailbox outside the desktop app.
      • Try signing in with Outlook on the web.
      • If Outlook on the web also fails, this points to a server-side or account issue and the Microsoft 365 admin or company IT support should investigate.
    4. Check common mailbox causes.
      • Check Junk Email.
      • Check the Other tab if Focused Inbox is enabled.
      • Check for Inbox rules or forwarding that could be moving messages.
    5. If Outlook for Mac is connected but not syncing, clear the affected folder cache.
      • Caution: emptying the cache deletes any information not synchronized with the Exchange server, including contacts’ mail certificates.
      • In the navigation pane, right-click the Exchange folder.
      • Select Properties > General > Empty Cache.
      • Outlook will download the items again from Exchange.
    6. If this started suddenly today and web access is also failing, contact the company IT admin.
      • For business mail flow issues, the admin can check domain health and run a message trace.
      • If needed, the admin should open a Microsoft 365 support ticket.
    AI-generated content may be incorrect. Read our transparency notes for more information.

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