Email support · Outlook & Gmail
Email not syncing?
New emails not arriving, sent mail stuck in the Outbox or a calendar that won’t update. Find out whether it’s your device, your mailbox or the whole company before anyone rebuilds your profile.
Step by step
Check these six things, in this order.
Check it in your browser
Open outlook.office.com or mail.google.com. If the email is there, your mailbox is fine and the problem is the app on your computer or phone.
Look at the Outbox and the status bar
Mail stuck in the Outbox usually means a large attachment or a lost connection. In Outlook, check the bottom bar for “Disconnected” or “Working offline” and turn offline mode off.
Check the mailbox isn’t full
A full mailbox stops new mail arriving. Empty Deleted Items and Junk, and archive old mail with large attachments.
Sign out and back in
Password changes and two-step prompts often break sync quietly. Close the app, open it, and sign in again when asked. On phones, remove and re-add the account.
Check rules and filters
A rule may be moving mail into another folder. Outlook: Settings › Mail › Rules. Gmail: Settings › Filters and Blocked Addresses. Check Junk and Spam too.
Repair or rebuild the profile
Outlook on Windows: Control Panel › Mail › Show Profiles › add a new profile. Do this last: it re-downloads your mailbox and can take a while.
Questions
Email FAQ
- Why am I not receiving emails in Outlook?
- Check webmail first. If emails are there, Outlook is offline, signed out or using an old profile. If not, the mailbox may be full, a rule may be moving mail, or the sender is blocked.
- Why is my email stuck in the Outbox?
- Usually a large attachment, a lost connection or Outlook set to work offline. Remove the attachment or send a link instead, then go back online.
- Why doesn’t my calendar sync on my phone?
- Remove and re-add the work account, and check the phone allows the app to sync calendars in its settings.
- Can you fix email problems remotely?
- Yes. Most email and sync problems are fixed remotely in minutes with a short remote session.
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