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Outlook.com online does not send or receive emails, I'm a family 365 customer with 100GB free of space.

João Sobral dos Santos 0 Reputation points
2025-12-04T16:38:26.4233333+00:00

It's been 5 days since the last time I was able to send or receive an email.

I also cannot change any setting or rule, everytime I do that and refresh outlook.com it goes back to the previous state. Emails are not deleted, or sent or received.

I'm a paying Microsoft Family 365 user.

I have plenty of space on One Drive, more than 100GB of free space.

I need to talk to someone... but I cannot reach any phone support, this is very exausting. I have important emails that go to my outlook account that I'm not receiving.

Can someone from the Microsoft team please help of contact me? This is a very bad customer experience... zero ways to contact any support.

Outlook | Web | Outlook.com | Email
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  1. JANSHER L 7,925 Reputation points Independent Advisor
    2025-12-04T17:21:36.35+00:00

    Hi Joao,

    Thank you for posting, May i know when is the last time you able to send and receive mail?

    I am here to help. For the meantime please try this steps see if this will help:

    Turn off or disable Antivirus temporary check if you will receive mail or send mail by sending a test mail to your mail account.

    If you are using Outlook online try to clear cache and cookies your Web browser and try again if you can send test mail to your outlook account.

    looking forward to helping you out.  If you need more help please let me know. If the answer is helpful, please click "Accept Answer".

    Best regards,

    Jansher

  2. JANSHER L 7,925 Reputation points Independent Advisor
    2025-12-04T19:41:15.7533333+00:00

    Hi Joao,

    Thank you for responding, Currently i am using my outlook online from company and it is working fine as of now we don't have any on going outages. Please try to use Outlook for Windows check if your Outlook still unable to send receive email or getting any error messages for us to further check.

    If you are working as an IT please check if you have VPN kindly temporary turn it off. If you changed your password try to restart your device and try to log in again using new password. Open Outlook see if your able to receive and send mail.

  3. JANSHER L 7,925 Reputation points Independent Advisor
    2025-12-05T14:16:12.74+00:00

    ThanHi Joao,

    Thank you for responding, Since this is your personal account and you share that you still got a lot of space storage for your mail and still getting the same error. Please try this step.

    Try to create a new mail profile. Open Control panel and choose mail, Create new profile and enter your personal mail account. Wait for your mail to sync and click ok to finish. Reopen Outlook and choose your new profile, Wait and check if you are still getting the same problem.k you for responding, Since

  4. JANSHER L 7,925 Reputation points Independent Advisor
    2025-12-05T16:27:58.8266667+00:00

    Hi Joao,

    To Get in touch with Microsoft Support for further assistance. Be sure to include the information of your recovery attempts, especially if your requests were denied despite providing accurate information.

    Click on this page contact Microsoft Support

    https://support.microsoft.com/en-us/home/contact

    Please follow the steps below to contact Microsoft Online Support.

    Go to the Microsoft Support page and search for “account locked.”

    Scroll down and click “Sign in to contact Support.”

    Sign in using a different personal Microsoft account.

    Under Products & Services, choose “Other Products.”

    Under Categories, select “Manage account security” and click Confirm.

    Click “Chat with a support agent in your web browser” to start a live chat.

    For more details you can check this article:

    I can't sign in to my Microsoft account

    https://support.microsoft.com/en-us/account-billing/i-can-t-sign-in-to-my-microsoft-account-475c9b5c-8c25-49f1-9c2d-c64b7072e735

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