Missing email can be caused by spam filtering, a full mailbox, an inactive account, incorrect domain routing, or a problem limited to one device. Start by determining whether the message reaches your mailbox at all.
Work through these checks
- Check webmail or the provider’s browser inbox. If the missing message appears there, the mailbox is receiving it and the problem may be with your Outlook or phone synchronization.
- Search all folders. Look in Spam/Junk, Deleted Items, Archive, and any custom folders or quarantine service.
- Check mailbox storage. An over-quota mailbox may reject new messages, depending on your provider.
- Review rules and forwarding. Unexpected filters or forwarding rules can move or divert messages. If you did not create a rule, contact support.
- Ask the sender for any bounce-back. A delivery-failure notice can identify whether the sender’s server was rejected or the address was invalid.
- Test with more than one sender. Try sending from a different email service. Determine whether all mail is missing or only messages from one sender.
- Consider recent changes. A domain expiration, DNS or MX change, migration, or mailbox deletion can affect delivery.
If the sender says “Sent”
A message in someone’s Sent folder does not prove it arrived at your server. The sender may need to provide the sending time and any delivery or rejection evidence from their email provider.
What not to change
Do not randomly edit MX, SPF, DKIM, or DMARC records. Those records have different purposes and incorrect changes can interrupt email for the entire domain.
Still need help?
Provide the sender and recipient addresses, approximate time with time zone, whether other messages arrive, any bounce-back text, and whether the email appears in webmail. Never provide mailbox passwords.