Can’t receive emails

Hi Cathy M,

I understand that your Hotmail account can send messages but has stopped receiving them in both Outlook.com and the iPhone Mail app, shortly after the account was unlocked.

Please note that this is a user-to-user forum, so contributors cannot access or investigate your mailbox directly.

If you have not already checked the following items, please try them in Outlook.com:

1. Open Settings > General > Storage and confirm that both the mailbox and Microsoft cloud storage have available space. Messages sent while storage is full are returned to the sender and cannot be recovered, so the sender must resend them after space is available.
2. Check the Junk Email, Deleted Items, Archive, and Other folders.
3. Select Filter > Sort > Date to ensure the newest messages are displayed first.
4. Open Settings > Mail > Rules and confirm that no rule is deleting or moving incoming messages.

If messages still do not arrive directly in Outlook.com, please contact Outlook.com support for an account-level review:

1. Go to Outlook.com and sign in.  
2. Select the Help icon, the question mark, in the upper-right corner. 
3. In the Help pane that opens, search for "cannot receive emails", then press Enter.   
4. Scroll down the page until you see "Still need help?", click Yes.   
5. Choose "Chat with a support agent in your web browser."  
6. Review the issue description and confirm an email address you can access. 
7. Click Confirm to create the service request. The screen will indicate that your request has been submitted and the system is connecting you to Outlook.com live chat support, which may take a moment to load.  

You can tell the agent that the account was recently locked and unlocked, sending works, but incoming messages do not appear even in Outlook.com on the web.

I hope the checks or the account review help restore incoming mail.