If you are not receiving emails or missing an email that you were expecting, there are a few reasons that could cause this. We have listed the issues and resolutions below.
Resolution 1
A very possible reason is that the email(s) have been automatically rerouted to another folder such as the Junk, Spam, or Deleted.
- If they do show up in your Junk folder, you can right click on the email, then select Junk, then Never Block Sender. This should help prevent them being filtered out.
- If they show up in your Deleted folder, there is a good chance that there is a mail rule setup in Outlook that is automatically deleting them.
Resolution 2
Since the Outlook desktop app is ran locally on your computer, it is not able to be always up-to-date and accurate especially if the computer loses internet connectivity or software errors occur.
In the very bottom right of the Outlook window, you can see the status of Outlook itself.
- If everything is working, you should see the message as "All folders are up to date. Connected to: Microsoft Exchange"
- You may see it saying "Updating folders". Emails, calendars, and other information is may be outdated or missing until this is done.
- If you see a message saying "This folder was last updated <time/date>", it could mean that the computer may not be connected to the internet or Outlook is working in Offline Mode.
- If you see a message saying "Need password", you can click on this message and it will prompt you to enter your password. This is likely to happen if you just recently got a password change. This could also be caused by a larger account issue.
Resolution 3
In more rare situations, if you are expecting an email from an outside source and it does not come through, there is a likely chance that the email got intercepted and blocked. This will require a ticket to be put in for a technician to investigate the issue. It is possible as well that the emails never entered our system entirely, which means either the sender never truly sent the email or Microsoft blocked it before we even got to see it.
If none of the issues above were able to help then feel free to put in a ticket with as much information as you can provide regarding the issue you are having and we can take a deeper look into it!