Not receiving certain emails

Hello Mike,

Thank you for sharing the details of your situation. If you can see the switch button, it means you are using the stand-alone version. If your UI/UX looks similar to this, you are using the New Outlook for Mac version; otherwise, you are using the Legacy version:

Please also Check Quarantine. If you’re using Microsoft 365, sign in to: https://security.microsoft.com/quarantine and review any held messages and release them if necessary. About live chat, Microsoft Q&A does not provide live chat support, but you can:

1. Go to https://support.microsoft.com/contactus.
2. In the search box, type your issue and press Enter.
3. Scroll down and select Contact Support or Sign in to contact support. (You can sign in using any other accessible email address you have.)
4. For Product and services, select Microsoft 365 and Office.
5. For Category, choose Outlook (or the closest option available).
6. You should then see the option to Chat with a support agent in your web browser.

Since you mentioned dyslexia, you can use the Immersive Reader feature in Outlook and Microsoft Edge for easier reading. If everything is set, it would be greatly appreciated if you could mark the answer as Accepted. This helps others facing similar issues and keeps things organized.

If you need any further assistance, don’t hesitate to reach out!

Best regards,

Sin Dau

Dear Mike,

Thank you for reaching out to Microsoft Q&A forum. I understand you’re experiencing issues with missing emails and blocked senders. If you are using the New Outlook for Mac (you can switch from the legacy version by clicking the switch button in the top-right corner):

1. Check Junk and Blocked Senders

• Open Outlook > Settings > Email > Junk Email.
• Review the Blocked Senders and Domains list.
• Remove any trusted contacts and add them to Safe Senders and Domains.

2. Review Rules

• In Outlook, go to Settings > Email > Rules.
• Ensure no rule is moving or deleting emails unexpectedly.

3. Verify Mailbox Health

• Check if your mailbox is near its storage limit (Tools > Storage).
• Sign in to Outlook on the web (https://outlook.office.com) to confirm if the issue persists there.

4. Sender Authentication

• If the sender receives a bounce message mentioning SPF, DKIM, or DMARC, they should review their domain’s email authentication settings.

If you think your account has been hacked. Sign in to your Microsoft account at https://account.microsoft.com/security and check recent sign-in activity. Confirm if there are any unfamiliar sign-ins or changes. And please also check if anyone you know might have accessed or changed your settings accidentally. If you see any suspicious activity or if you’re unsure, update your password immediately. And enable Two-Step Verification for added protection.

If the issue persists, please let me know. I’ll be happy to guide you further or escalate the issue if needed.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

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Best regards,

Sin Dau

Thank you for your reply.

I can't seem to see what version I'm using as from the instructions, they don't correspond to what I see on my screen. But I'm wondering whether this will impact the issue that I'm having.

I reset my password not that long ago, and I also checked my blocked emails, and there's nothing suspicious there.

Recently, I corresponded with an organisation and they verified on their side that they had sent me email notification for something. I also recently communicated with a mobile phone company, and again they verified that I should have received emails. What I've noticed is that once I start a dialogue with the sender, and they resend the emails, I'll receive them, but not the initial once sent.

Is it possible to initiate a live chat?

I'm dyslexic and find this all rather bamboozling, trying to navigate instructions and so forth... It's so text heavy with no Visual instructions.

With regards,

Michael