GENERAL SUPPORT
Outlook email not sending or receiving
Basic checks for delayed, stuck or missing Outlook and Exchange Online email.
When Outlook is not sending or receiving email, check whether the problem affects one message, one mailbox, or several users.
Before opening a ticket:
• Confirm internet connectivity.
• Check whether Outlook shows Working Offline or Disconnected.
• Try Outlook on the web to determine whether the issue is limited to the desktop application.
• Check the Outbox for a large or stuck message.
• Record any Non-Delivery Report or error code.
• If a particular sender or recipient is affected, note the email address and approximate message time.
Do not send passwords or sensitive authentication codes in the ticket. Attach the error screenshot or NDR where appropriate.
Updated Aug 21, 2026Before opening a ticket:
• Confirm internet connectivity.
• Check whether Outlook shows Working Offline or Disconnected.
• Try Outlook on the web to determine whether the issue is limited to the desktop application.
• Check the Outbox for a large or stuck message.
• Record any Non-Delivery Report or error code.
• If a particular sender or recipient is affected, note the email address and approximate message time.
Do not send passwords or sensitive authentication codes in the ticket. Attach the error screenshot or NDR where appropriate.