Can't Find or Missing Email Messages

There are four possible ways that your emails may not be able to be found in your mailbox:

Click on one of the following links to quickly jump to the section in the article.

 

Check your mailbox rules:

In Outlook:

  1. From the Home tab, select the Rules drop down then select Manage Rules & Alerts…

Select Home tab, select Rules, select manager rules and alerts

  1. Check the rule description for each rule to see how they are configured. Based on the rule description, try disabling the rule to see if messages are being deleted or moved to other mailbox folders.

Check the rule description at the bottom, un-check the rule that is moving or deleting emails

 

In Outlook on the Web:

  1. Select the Settings icon in the top right corner then select Mail.

Select Settings, then select mail at the bottom

 

  1. Under Mail select Inbox and sweep rulesCheck the rule description for each rule to see how they are configured. Based on the rule description, try disabling the rule to see if messages are being deleted or moved to other mailbox folders.

Inbox and sweep rules

 

Check your Forwarding settings in Outlook on the Web:

  1. Select the Settings icon in the top right corner then select Mail.

Select Settings, then select mail at the bottom

  1. From the Accounts drop down under Mail, select Forwarding, then select Stop forwarding so you will receive emails.

From the Forwarding settings, select Stop forwarding

 

Check your Junk Email settings:

In Outlook:

  1. From the Home tab click the Junk drop down and select Junk Email Options.

From the Junk drop down select junk email options

  1. From the Options tab, verify that the option Safe Lists Only is not selected. If it is selected, this option will stop all incoming emails that are not on the Safe Senders and Recipients list.

From the options tab, verify Safe Lists Only is not selected.

  1. To confirm the intended email address of the sender is not being blocked, check your Blocked Senders list to verify the email address is not on the list.

 

In Outlook on the Web:

  1. Select the Settings icon in the top right corner then select Mail.

Select Settings, then select mail at the bottom

  1. From Block or allow under Mail, select Accounts. Confirm Don't trust email unless it comes from someone in my Safe Seners and Recipients list is unchecked. If it is checked, this option will stop all incoming emails that are not on the Safe Senders and Recipients list. To confirm the intended email address of the sender is not being blocked, check your Blocked Senders list to verify the email address is not on the list.

Block or allow settings

 

Check your emails in Quarantine:

Note: Emails will stay in quarantine for 14 days after they are received, which is the expiration date. After the expiration date Microsoft deletes the message.

  1. Go to https://protection.office.com/#/quarantine and sign in with their PBSC email address and password if prompted.
  1. Select the Threat Management drop down, select Review, then select Quarantine.

Select threat management and reveiw then quarantine

  1. By default, the Spam quarantined messages will show. To change the filter of the messages that are quarantined, click the Spam drop down at the top of the page then choose Bulk.

Spam drop down

  1. Underneath you will find the messages that have been quarantined. By default they are sorted by when the email was received. You can change the sorting to be by Sender, Subject or Expires for the expiration date by clicking on the respective bold word at the top of the sections.

Quarantined messages displaying at the bottom

  • To search by something more specific such as an email address or a subject, click the Message ID drop down and choose the option for what you would like to search for. On the right-hand side, enter in the search criteria, then click the Refresh button.

Message ID drop down

  1. Select the email that you've found in quarantine that you would like to retrieve. A pop-out window on the right will open. Select Preview Message to verify the message is the one you are looking for. Once you've verified it is the correct message, select Release message.

Release message and Preview message options

  1. After a few minutes, the message will go to your inbox. You will have to navigate to the date the message was originally received in Quarantine, so it may not be your most recent message if the received date is later.

 

If you need any further assistance, please contact the Service Desk at (561) 868 - 3100.

Details

Article ID: 66770
Created
Wed 11/7/18 10:47 AM
Modified
Thu 2/11/21 1:28 PM